Refund Policy

1. Overview

At PURE, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, you may return it within 14 days of receipt in accordance with EU consumer protection law. This policy supplements your statutory rights and does not affect them.

2. 14-Day Right of Withdrawal

As an EU consumer, you have the right to withdraw from your purchase within 14 calendar days without giving any reason. The withdrawal period begins on the day you or a third party indicated by you (other than the carrier) receives the goods.

3. Conditions for Returns

To be eligible for a return, the following conditions must be met:

• The item must be unused, unworn, and in the same condition that you received it.
• The item must be in its original packaging, including all tags, labels, and accessories.
• You must provide proof of purchase (order confirmation or receipt).

We reserve the right to reject returns that do not meet these conditions or that are sent back after the 14-day period has expired.

4. Exceptions

The following items cannot be returned unless they are faulty or defective:

• Products that have been used, worn, or damaged after delivery.
• Products with broken seals or removed hygienic protectors (where applicable).
• Gift cards and downloadable software products.
• Personalised or custom-made items.

5. How to Initiate a Return

To start a return, please follow these steps:

1. Contact us at support@puregoggles.com within 14 days of receiving your order.
2. Provide your order number, the item(s) you wish to return, and the reason for return.
3. We will email you a return authorisation and instructions on how and where to send your item(s).
4. Pack the item(s) securely in the original packaging where possible and send them to the address provided.

6. Return Shipping Costs

Unless the product is faulty or defective, you are responsible for the cost of returning the item(s) to us. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit. If you are returning a faulty or defective product, we will cover the return shipping costs or provide a prepaid return label.

7. Refunds

Once we receive and inspect your return, we will notify you by email. If the return is approved, your refund will be processed within 14 days of our confirmation. The refund will be issued to the original payment method used at checkout.

The refund will include the full purchase price of the returned item(s) and the original standard shipping costs. If you chose an expedited or non-standard delivery option, only the cost of the least expensive standard delivery will be refunded.

8. Late or Missing Refunds

If you have not received your refund within 14 days of our confirmation, first check your bank account or contact your credit card company, as processing times may vary. If you have done this and still have not received your refund, please contact us at support@puregoggles.com.

9. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size or colour, please return the original item for a refund and place a new order for the desired item. This ensures the fastest possible resolution.

10. Defective or Faulty Products

If you receive a defective or faulty product, please contact us immediately at support@puregoggles.com with photos and a description of the issue. We will arrange a replacement or full refund at no cost to you, including covering any return shipping costs.

11. Contact

For any questions about returns or refunds, please contact us at support@puregoggles.com.

PURE Eyewear EOOD
Bulgaria, EU