Refund policy

Return & Refund Policy

Last updated: Sept 2025

Return Window

  • Returns are accepted within 30 days of delivery.
  • To be eligible, items must be unused, unopened, and in their original, sealed packaging.
  • For hygiene and safety, opened skincare, used items, and items with broken seals are non-returnable, except where defective or incorrect.

Non-Returnable Items

  • Opened or used skincare/cosmetics
  • Final sale items and gift cards
  • Free gifts or promotional items

Defective, Damaged, or Incorrect Items

  • If your item arrives defective, damaged, or you received the wrong product, contact us within 7 days of delivery.
  • Provide your order number, a brief description, and clear photos of the issue and the shipping box.
  • Once approved, we will offer a replacement or a full refund. Return shipping is covered by PureMelle for approved cases.

How to Start a Return

  1. Email info@puremelle.com with your order number and reason for return.
  2. Wait for return authorization and instructions. Unauthorized returns may be refused.
  3. Pack items securely in original packaging (include all inserts/freebies). Remove old labels from the box.
  4. Use a trackable shipping method. Keep your receipt and tracking number.

Return Shipping Costs

  • Customer is responsible for return shipping on standard returns (change of mind, not defective/incorrect).
  • For defective, damaged, or incorrect items approved by our team, we cover return shipping or provide a prepaid label.

Refunds

  • Once your return is received and inspected, we’ll notify you of approval or denial.
  • Approved refunds are issued to the original payment method within 3–5 business days after inspection.
  • Shipping fees paid on the original order are non-refundable, unless the return is due to our error (defective/damaged/incorrect).

Exchanges

The fastest way to get the correct item is to place a new order and return the original (subject to the policy above). For defective/incorrect items, we can process a direct replacement once verified.

Late or Missing Refunds

  1. Check with your bank or card issuer—processing can take several business days.
  2. If you still haven’t received your refund after 10 business days from our approval email, contact us at info@puremelle.com.

Undeliverable / Refused Packages

  • Packages returned to us as undeliverable or refused can be reshipped (additional postage may apply) or refunded minus shipping costs.
  • Please ensure your shipping address is complete and accurate.

Order Changes & Cancellations

We process orders quickly. To change or cancel, contact us within 30 minutes of placing your order. Once an order is packed or shipped, changes/cancellations aren’t guaranteed.

Return Address

PureMelle LLC
92 Washington St, Apt 2B
Norwich, CT 06360
United States

Contact

Questions? We’re here to help: info@puremelle.com.

Notes: For international returns (including Canada), customs duties/taxes paid to carriers or authorities are non-refundable by PureMelle. If your shipment included Priority Processing + Shipping Insurance, claims for loss or carrier-confirmed damage must be filed within 15 days of the last scan or delivery confirmation and may require photos.