Return & Refund Policy

Effective Date: January 1, 2022

Welcome to PureHand. We value every customer and strive to provide premium-quality home textiles that bring comfort and convenience to everyday life. Your satisfaction is our priority, and we are committed to making every purchase a pleasant experience.

This Return & Refund Policy explains the conditions under which returns, exchanges, replacements, and refunds are accepted. By placing an order through PureHand.store, you agree to the terms outlined below.

1. Our Satisfaction Guarantee

We proudly offer a 30-Day Free Return Guarantee on all eligible purchases.

If you are not completely satisfied with your purchase for any reason, you may request a return within 30 calendar days after receiving your order.

Eligible returns qualify for either:

• A full refund
• A replacement item
• Store credit (when preferred by the customer)

Our goal is always to provide a fair, simple, and hassle-free resolution.

2. Return Eligibility

Products may be returned if they meet the following conditions:

• Return request is submitted within 30 days after delivery.
• Product is unused or only minimally handled for inspection.
• Product remains clean and hygienic.
• Original packaging is included whenever possible.
• All accessories included with the product are returned.
• Item is not intentionally damaged.
• Item is returned in resalable condition whenever reasonably possible.

We understand that customers often need to inspect products after delivery. Opening the packaging alone does not make a product ineligible for return.

3. Free Returns

PureHand provides free return shipping worldwide.

Customers will never be charged:

• Return shipping fees
• Restocking fees
• Processing fees
• Refund handling fees

If a return label is required, our support team will provide one whenever applicable.

4. How To Start A Return

Returning an item is easy.

Simply contact our Customer Support and provide:

• Full name
• Order number
• Email address used for purchase
• Reason for return
• Photos (only if the product is damaged or defective)

Our support specialists will review your request and provide detailed return instructions.

Most requests are processed within 1–2 business days.

5. Damaged Items

Although every order is carefully packed, shipping accidents can occasionally occur.

If your item arrives:

• Damaged
• Torn
• Broken
• Defective
• Manufacturing faulty

Please notify us within 7 days after delivery.

Whenever possible, include photographs showing:

• Product condition
• Shipping box
• Packaging
• Shipping label

Once verified, we will provide either:

• A free replacement
• A full refund
• Another suitable solution based on your preference.

6. Wrong Item Received

If you receive:

• Wrong color
• Wrong design
• Wrong size
• Wrong product
• Missing accessories

Please contact us immediately.

Once confirmed, PureHand will ship the correct product at no additional cost or issue a full refund if preferred.

7. Lost Packages

If your package appears lost during transit, our team will investigate with the shipping carrier.

If the package is officially confirmed as lost, we will gladly provide:

• A replacement shipment

or

• A full refund

at no additional cost.

8. Delayed Deliveries

Estimated delivery times are normally 7–10 business days.

Occasionally delays may occur because of:

• Customs inspections
• Severe weather
• Transportation disruptions
• Peak holiday seasons
• Carrier delays

Delivery delays alone do not automatically qualify for refunds while the shipment remains in transit.

However, if a shipment is officially declared lost, our Lost Package Policy applies.

9. Order Cancellation

Orders may be canceled free of charge before they enter processing.

If your order has already been prepared or shipped, cancellation may no longer be possible.

In that situation, you may simply return the order after delivery under our 30-Day Return Policy.

10. Refund Process

Once your returned item has been received and inspected, your refund will be processed promptly.

Refunds are issued to the original payment method whenever possible.

Typical processing times:

• Inspection: 1–3 business days
• Refund approval: 1 business day
• Bank processing: 3–10 business days

Financial institutions may require additional processing time beyond our control.

11. Partial Refunds

Partial refunds may occasionally be offered when:

• Customers prefer keeping an item with minor cosmetic issues.
• Minor shipping damage does not affect functionality.
• A mutually agreed solution benefits both parties.

Acceptance of a partial refund is entirely optional.

12. Exchanges

We are happy to replace products when available.

Exchange requests may include:

• Different color
• Different design
• Different style
• Defective replacement

If the requested replacement is unavailable, customers may choose a refund instead.

13. Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return if they have been heavily used, intentionally damaged, or altered after delivery.

Examples include:

• Products showing excessive wear
• Items intentionally damaged
• Products modified after purchase
• Items missing essential components

Each request is evaluated individually to ensure fairness.

14. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information during checkout.

If an incorrect address causes delivery failure, please contact us as soon as possible.

We will do our best to assist with reshipment whenever feasible.

15. Fraud Prevention

To protect our customers and maintain fair business practices, PureHand reserves the right to refuse returns involving:

• Fraudulent claims
• Repeated abuse of return policies
• Intentional product damage
• Unauthorized chargebacks
• False delivery claims

Such cases are reviewed individually.

16. Gift Returns

Items received as gifts may also qualify for return within the standard 30-day period.

Depending on the situation, refunds may be issued as:

• Store credit
• Replacement products
• Original payment refund (where applicable)

17. Sale Items

Discounted and promotional items are covered by our standard 30-Day Return Policy unless explicitly stated otherwise during promotional campaigns.

18. International Returns

We proudly serve customers worldwide.

Eligible international orders receive the same benefits:

• Free returns
• Free replacements
• Full refunds
• Customer support assistance

Country-specific customs regulations may occasionally affect return procedures.

19. Quality Commitment

Every towel available at PureHand is carefully selected for:

• Softness
• Comfort
• Absorbency
• Durability
• Everyday practicality

If a product does not meet our quality standards, we encourage customers to contact us so we can make things right.

20. Contact Us

If you have questions regarding returns or refunds, please contact us.

PureHand

Website: PureHand.store

Email: support@PureHand.store

Phone: (877) 764-3772

Address:

11245 Rue des Grands Champs

Québec, QC G2A 2E7

Canada

Our customer support team is committed to responding promptly and helping you enjoy a smooth shopping experience from purchase to delivery.