Shipping & Returns
Shipping Policy for Vouchers
At Pure, we want to ensure a smooth and convenient experience for our customers, including those purchasing vouchers. Please take a moment to review our shipping policies for voucher purchases:
**1. Delivery Method:**
Vouchers purchased on our website offer multiple delivery options to suit your preference:
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Electronic Delivery: Your vouchers will be delivered electronically via email in PDF format. A confirmation email with a download link will be sent for your convenience.
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In-Store Pick Up: If you prefer to collect your vouchers in person, select the "In-Store Pick Up" option during checkout.
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Local Postal Delivery: For added convenience, we provide local postal delivery. Opting for this choice ensures that your vouchers will be mailed to your designated address in the form of gift cards.
**2. Voucher Format:**
For your convenience, our vouchers are available in different formats:
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Electronic vouchers: These will be delivered via email and are provided in PDF format.
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In-store pick up: Your vouchers can be collected at our spa location in the form of physical gift cards.
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Local postal delivery: Vouchers delivered by mail will also be in the form of physical gift cards.
**3. Delivery Time:**
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For electronic vouchers in PDF format, they are typically delivered within 1 business day of your purchase. If you do not receive your voucher within this time frame, please check your spam folder or contact our customer support team.
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In-Store Pick Up: After completing your purchase, please allow 1-2 business days to receive an email notification confirming that your vouchers are ready for pick up at our spa location.
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Local Postal Delivery: Please allow 3 - 5 business days for standard delivery. During special holidays, additional handling days may be necessary, so we recommend early ordering for holiday gifts.
**4. Shipping Fees:**
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For voucher purchases, there are no shipping fees for electronic delivery or in-store pick up. However, a nominal fee may apply for local postal delivery, depending on your location.
**5. Lost or Undelivered Vouchers:**
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In the rare event that you do not receive your voucher(s) via email, encounter any issues with in-store pick up, or experience delays with local postal delivery, please contact our customer support team. We will promptly assist you in resolving the issue and ensuring you receive your voucher.
**6. Voucher Validity:**
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Each voucher will have its own validity period, which is clearly stated at the time of purchase. Please review the voucher's terms and conditions for redemption details and expiration dates.
If you have any questions or require further assistance regarding the shipping of voucher purchases, please do not hesitate to contact our customer support team. We are here to make your Pure experience as enjoyable and hassle-free as possible.
Shipping Policy for Products
At Pure, we are committed to providing a smooth and convenient shopping experience for our customers, especially those purchasing physical products. Please take a moment to familiarise yourself with our product shipping policies:
**1. Shipping Methods:**
When you order physical products from our website, we offer various shipping options to accommodate your preferences:
- **Standard Shipping:** Your products will be shipped via our standard shipping method and will typically arrive within the estimated delivery timeframe.
**2. Shipping Timeframes:**
The delivery time for your physical products will vary based on the shipping method you choose during checkout. Our standard shipping generally takes 3-7 business days to deliver. Please note that during peak seasons or holidays, there may be slight delays in delivery.
**3. Shipping Costs:**
Shipping costs for physical product orders will vary depending on the chosen shipping method and your location. These costs will be clearly outlined during the checkout process, allowing you to make an informed decision.
**4. Lost or Undelivered Products:**
In the unlikely event that your products are not delivered or are misplaced during transit, please don't hesitate to contact our customer support team. We will promptly assist you in resolving the issue and ensuring you receive your ordered products.
**5. Product Returns and Exchanges:**
For information regarding product returns or exchanges, please refer to our Returns and Refunds Policy, which outlines the steps and conditions for returning or exchanging products purchased from Pure.
**6. Product Availability and Pre-Orders:**
Occasionally, certain products may be out of stock. In such cases, we may offer the option to pre-order these products, allowing you to secure your item once it becomes available. Pre-order details, including estimated delivery dates, will be provided on the product listing.
If you have any questions or require further assistance regarding the shipping of physical products, please feel free to contact our customer support team. We are here to ensure your shopping experience with Pure is seamless and enjoyable.
Return, Refund & Exchange Policy
At Pure, we value your satisfaction and strive to provide exceptional products and services. We understand that circumstances may arise where you need to return, exchange, or seek a refund for your purchases. Please read this policy carefully to understand the procedures and conditions for returning, exchanging, or refunding vouchers and products.
**1. Voucher Purchases:**
**a. Refund Policy:**
- Refunds for voucher purchases are generally not provided unless required by applicable laws.
- In the rare event that you encounter an issue with your voucher purchase, please contact our customer support team at support@purebeautyspa.com.au within 7 days of purchase to discuss the matter.
- We will assess each case individually and may consider a refund or credit based on the circumstances and validity of your request.
**b. Voucher Expiration:**
- Vouchers purchased from Pure have specific expiration dates, which are clearly stated at the time of purchase. Please be mindful of these dates, as expired vouchers cannot be refunded or extended.
**2. Product Purchases:**
**a. Return Policy:**
- For physical product purchases, we offer a 14-day return policy from the date of delivery.
- To be eligible for a return, your product must be unused, in the same condition as received, and in its original packaging.
- To initiate a return, please contact our customer support team at support@purebeautyspa.com.au to request a return authorisation.
- Once your return is approved, you will receive instructions on how to return the product.
- Please note that return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part.
**b. Refund Policy:**
- Refunds for returned products will be processed once the returned items are received, inspected, and confirmed to meet our return criteria.
- The refund will be issued to the original payment method used during the purchase.
- Shipping charges are non-refundable, except in cases where the return is due to a defect or error on our part.
- Refunds may take 7-14 days to appear in your account, depending on your financial institution.
**c. Exchange Policy:**
- If you wish to exchange a product for a different item, please contact our customer support team to initiate the exchange process.
- The exchanged product will be shipped to you once the returned item is received and inspected.
**3. General Terms:**
**a. Damaged or Defective Items:**
- If you receive a damaged or defective product, please contact us immediately. We will arrange for a replacement or refund as applicable.
**b. Cancellation of Services:**
- For services booked using vouchers, cancellations may be subject to our booking and cancellation policies, which can vary depending on the type of service booked.
**c. Refusal of Service:**
- We reserve the right to refuse service, cancel orders, or restrict access to our website for any reason, including but not limited to suspected fraud, violation of terms, or abusive behavior.
**d. Changes to Policy:**
- Pure may revise this Return, Refund, and Exchange Policy from time to time. Any changes will be updated on our website, and the revised policy will apply to all purchases made after the date of the update.
**Contact Us:**
If you have any questions or require assistance related to returns, refunds, or exchanges, please contact our customer support team at support@purebeautyspa.com.au.
We appreciate your trust in Pure - The Essence of Nature and look forward to serving you with the utmost care and dedication.