RETURN & REFUND POLICY
1. GENERAL POLICY
All purchases made on www.puretincture.com or in-store are subject to this Refund, Returns & Store Credit Policy.
By making a purchase, you acknowledge and agree to these terms.
Unless required by applicable law, all decisions made under this policy are final.
2. STRICTLY NO CASH REFUNDS
Pure Tincture does not provide cash refunds under any circumstances, except where required by law.
This applies to:
3. RETURNS & EXCHANGES (PRODUCTS ONLY)
3.1 Eligibility
We accept returns or exchanges for eligible products within 15 days from the date of purchase or delivery, provided that:
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products are unused
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in original packaging
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in resalable condition
3.2 Store Credit / Exchange Only
Approved returns will be issued as:
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store credit, or
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product exchange
No cash refunds will be provided.
Store credit is valid for 90 days unless otherwise stated.
To request an exchange, please email us with your order number and details. All exchange requests are subject to review and approval.
Once approved, exchanges may be completed by mail or in-store (by appointment and email confirmation).
Mail-in Exchanges
Items must be returned via registered post. Return shipping costs are borne by the customer. Pure Tincture will not be responsible for parcels lost or damaged during transit.
Once the returned item has been received and inspected, the replacement item will be processed. If the exchanged item has a total value of less than $60, a $6 delivery fee will apply.
In-store Exchanges
Customers may complete their exchange in-store upon receiving prior email confirmation from Pure Tincture.
Exchange Conditions
Once the returned item has been received, customers may indicate their preferred exchange item(s).
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If the replacement item is of a lower value, the difference will not be refunded.
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If the replacement item is of a higher value, the customer will be required to pay the difference in value.
3.3 Non-Returnable Items
The following items are strictly non-returnable and non-exchangeable:
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sale or promotional items
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discounted items
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gift sets and vouchers
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facial or treatment packages
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product bundles or promotional sets
3.4 Allergic Reactions & Brand-Specific Returns
Returns or exchanges due to allergic reactions are available only for selected partner brands and are subject to assessment and approval by Pure Tincture.
The following brands are eligible for a full exchange in the event of an allergic reaction:
- MV Skintherapy
- OSEA
- Tammy Fender
- Santaverde
- Odacité
Customers are encouraged to review ingredient lists prior to purchase and perform a patch test where applicable.
For all other brands, exchanges will only be considered for defective or incorrectly supplied products and are not eligible for exchange due to allergic reactions or product suitability.
Pure Tincture reserves the right to request supporting information and to decline any exchange request where the product has not been used in accordance with the manufacturer's instructions or where the policy conditions have not been met.
4. DEFECTIVE OR WRONG ITEMS
If you receive:
please contact us within 7 days of receiving your order.
Defective or incorrect items will be assessed on a case-by-case basis and may be eligible for replacement, exchange, store credit, or return for inspection at Pure Tincture's discretion.
5. ALLERGIC REACTIONS
Returns based on allergic reactions are assessed on a case-by-case basis.
Customers must have:
Pure Tincture reserves the right to decline returns if proper usage guidelines were not followed.
6. PACKAGES (STRICTLY NON-REFUNDABLE)
All facial and treatment packages are:
Facial and treatment packages are valid for one (1) year from the date of purchase, unless otherwise stated.
Unused sessions will not be refunded once purchased.
7. SERVICES & TREATMENTS
All services and treatments are:
Results may vary between individuals.
8. BACKORDERS & PRE-ORDERS
8.1 Fulfilment Timeline
Backordered items typically require 6–8 weeks for fulfilment. This is an estimate only.
8.2 Cancellation
Backordered items are strictly:
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non-cancellable
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non-refundable
once an order is placed.
8.3 Combined Orders
Orders containing both in-stock and backorder items will be shipped together unless a split shipment is requested.
8.4 Split Shipment
A one-time split shipment may be arranged:
Additional delivery arrangements may incur extra charges.
9. SHIPPING FEES (NON-REFUNDABLE)
All shipping fees are non-refundable once an order has been dispatched.
10. STORE CREDIT TERMS
Where store credit is issued:
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it is non-transferable
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cannot be exchanged for cash
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must be used within the validity period
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cannot be reinstated once expired
11. ORDER DISCRETION
Pure Tincture reserves the right to:
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refuse returns or exchanges that do not meet policy conditions
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reject suspected misuse of this policy
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modify this policy at any time without prior notice
12. CONTACT
For refund, return or exchange enquiries:
📧 enquiry@puretincture.com
