Purella Return & Refund Policy

At Purella, we want you to be satisfied with your purchase. If you are not satisfied with your order, you may request a return or refund in accordance with the terms below.

RETURN WINDOW

You may request a return within 30 days of delivery.

Return requests submitted after the 30-day return period may not be eligible for a refund.

HOW TO START A RETURN

Before sending any product back, please contact us at:

📧 support@officialpurella.com

Please include:

  • Your full name
  • Order number
  • Item(s) you wish to return
  • Reason for the return
  • Photos of the product and packaging if the item arrived damaged, defective, or incorrect

Our customer support team will review your request and provide further instructions.

RETURN AUTHORIZATION REQUIRED

All returns require prior authorization from Purella.

If your return is approved, we will provide you with:

  • Return instructions
  • The applicable return address
  • A return authorization or RMA number, if applicable

Please do not send products back without first receiving return authorization. Unauthorized returns may be refused or may not qualify for a refund.

RETURN ELIGIBILITY

To qualify for a return:

  • The return must be requested within 30 days of delivery
  • The product must be unused and in its original condition
  • The product must be returned with its original packaging, where applicable
  • Proof of purchase or an order number may be required

Non-Returnable Items

Unless otherwise required by applicable law, we may not accept returns for:

  • Final sale items
  • Customized or personalized products
  • Products that have been used, altered, or damaged after delivery
  • Products returned outside the applicable return period
  • Products returned without prior authorization

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or you receive an incorrect item, please contact support@officialpurella.com as soon as possible.

Include your order number and clear photographs showing the issue so our team can review your request.

If we determine that the product was damaged, defective, or incorrectly fulfilled, Purella will provide an appropriate resolution, which may include a replacement, refund, or return shipping assistance.

RETURN SHIPPING

If your return is the result of a damaged or defective product, an incorrect item, or an error made by Purella, we will cover applicable return shipping costs.

For other eligible returns, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless otherwise required by applicable law.

We recommend retaining your return tracking information until your return has been processed.

RETURN ADDRESS

Upfront Ecommerce LLC / Purella
5001 Lake Front Dr
Tallahassee, FL 32303
United States

⚠️ Do not send a return to this address unless instructed to do so by our customer support team.

The applicable return location may differ depending on the product or fulfillment facility. Always use the return address provided in your return authorization instructions.

REFUNDS

Once your authorized return is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days for an approved refund to be processed.

Your bank, credit card issuer, or payment provider may require additional processing time before the refund appears in your account.

EXCHANGES

If you receive a damaged, defective, or incorrect product, please contact us at support@officialpurella.com for assistance.

For other exchange requests, please contact us before returning your product so we can determine whether an exchange is available.

ORDER CANCELLATIONS

Orders may be canceled within 24 hours of purchase, provided the order has not already entered processing, fulfillment, or shipment.

Once an order has entered processing or has shipped, we may be unable to cancel it. You may request an eligible return after delivery in accordance with this Return & Refund Policy.

SUBSCRIPTION ORDERS

If you have a recurring Purella subscription, canceling your subscription prevents future renewals but does not automatically cancel an order that has already been processed.

To cancel future subscription renewals:

  1. Log in to your Purella customer account.
  2. Navigate to your Profile or Subscriptions section.
  3. Select your active subscription.
  4. Choose Cancel Subscription and follow the instructions provided.

We recommend completing your cancellation at least 24 hours before your next scheduled billing date.

If a renewal has already been processed, the resulting order may not be canceled. Once delivered, eligible products may be returned according to this Return & Refund Policy.

CONTACT INFORMATION

Business Name: Upfront Ecommerce LLC
Brand: Purella

Address:
5001 Lake Front Dr
Tallahassee, FL 32303
United States

📧 Email: support@officialpurella.com