Order Cancellation Terms
At Puritas, we process orders swiftly to ensure your botanical supplements reach you in peak freshness. Please review our cancellation windows:
- Standard Orders: You may cancel your order at any time before it has been dispatched from our facility. Once an order is handed over to our logistics partners (e.g., Shiprocket), it is considered "In Transit" and cannot be canceled.
- Subscription Orders: Recurring subscriptions can be canceled or paused via your account dashboard at least 24 hours before the next scheduled billing date. If a subscription order has already been generated and processed, the cancellation will apply to the subsequent cycle.
- How to Cancel: To ensure immediate processing, please contact our support team via WhatsApp or our priority hotline. Email cancellations may experience delays and might not be processed before dispatch.
Returns & Exchange Policy
Due to the consumable and sensitive nature of our cold-pressed oils, botanical extracts, and superfoods, we strictly do not accept returns or exchanges once a product has been delivered.
Accepting returns on ingestible wellness products risks cross-contamination and compromises the rigorous hygiene standards of our Japanese-engineered facility. This policy is in place to protect the health and safety of our entire community.
Damaged, Leaked, or Incorrect Items
While we use premium grade primary packaging and secure secondary packaging, internal transit damage can rarely occur. In such instances, we offer a dedicated claims process:
Filing a Claim:
- Notify us within 48 hours of the delivery timestamp.
- Provide clear photographic evidence of the damage, leakage, or incorrect SKU.
- An unboxing video is mandatory for claims involving missing items or significant transit breakage.
Approved claims will be resolved with a free replacement. If the item is out of stock, a full refund will be issued.
Refund Methods & Timelines
Upon validation of a cancellation or damage claim, refunds are processed through our primary payment gateway, Razorpay:
- Prepaid Orders: The amount will be credited back to your original payment source (Bank Account, UPI, or Card). It typically takes 5–7 business days for the credit to reflect in your statement.
- Cash On Delivery (COD): Refunds for damage claims on COD orders will be processed via Bank Transfer or UPI once the customer provides verified account details.
- Partial Refunds: If only part of a multi-item order is damaged and out of stock, a partial refund corresponding to that item will be issued.