Returns : Pure Lana, Naturally Luxurious

Returns

Returns

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days from delivery.

Within the order packaging, you will find a returns note with details of your order together with details of our returns process. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by emailing services@purelana.com.

If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a proof of postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

Items Purchased in Clearance Sales

Unless goods received are damaged or faulty, products purchased at clearance sale prices cannot be refunded or exchanged.

Damaged/Faulty/Incorrect Items

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

Please notify us immediately by emailing customerservices@purelana.com. To assure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier. This policy is only applicable to purchases made online.

Please Note: We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 14 days of our notification.

The Returns Process

Goods must be returned to us in their original condition within 7 working days of delivery. Please ensure that the returned parcel is properly sealed, You should retain your proof of postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

If you require a refund, we will process the calculated refund within 14 days of receiving your returned goods provided that you have returned the goods to us in their original within 7 working days from delivery. You will receive email notification of your refund from our Customer Service Team.

If you have requested an exchange item, this will be processed within 5 working days of receiving your returned goods and will be delivered via standard delivery.

If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within 14 days of receiving your returned goods, provided that you have returned the goods to us in their original condition within 7 working days of delivery.

Refunds will only be made against the original credit/debit card used.

If you cancel your order but do not return such goods to us within 7 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.