Refund policy

Return & Refund Policy

Last Updated: August 2026

At Puretè, we want you to feel confident and satisfied with every purchase. If you experience any issue with your order, our team is here to help.

This Return & Refund Policy explains when and how you can request a return, exchange, or refund for products purchased through our website.

1. Return Period

You may request a return or exchange within 14 days from the date you receive your order, provided that the product meets the eligibility requirements below.

2. Return Conditions

To be eligible for a return, the product must:

  • Be unopened and unused.

  • Remain in its original packaging and condition.

  • Have all original seals, labels, and packaging intact.

  • Not show any signs of use, testing, damage, or alteration.

For hygiene and safety reasons, opened or used cosmetics, skincare, haircare, and personal-care products cannot be returned, unless the product is defective, damaged upon delivery, or incorrect.

3. Damaged, Defective, or Incorrect Products

We will accept a return or exchange if:

  • The product arrives damaged.

  • The product has a confirmed manufacturing defect.

  • You received a product different from the one included in your order.

In these cases, Puretè will cover the applicable return and replacement shipping costs.

Please contact us as soon as possible after receiving your order and provide your order number and clear photos of the product and packaging when applicable.

4. Non-Returnable Products

The following products are generally not eligible for return once opened or used:

  • Opened or used skincare products.

  • Opened or used haircare products.

  • Opened or used body-care products.

  • Products with the original protective seal removed.

  • Free gifts and samples.

  • Products purchased using special promotional coupons, where the offer clearly states that the product is non-returnable.

This restriction does not affect your rights in cases involving defective, damaged, or incorrectly supplied products.

5. Returns Due to Change of Mind

If you simply change your mind or order the wrong product, the return may be accepted only if the product remains completely unopened and unused and meets all return conditions.

In such cases, the customer is responsible for the applicable return shipping costs.

Original shipping fees are non-refundable unless the return is due to an error on our part, a defective product, or a damaged/incorrect item.

6. How to Request a Return or Exchange

To request a return or exchange, please contact our customer service team through:

Phone / WhatsApp: 01515257786
Email: admin@purete-eg.com

Please provide:

  • Your order number.

  • Full name.

  • Phone number used for the order.

  • Reason for the return or exchange.

  • Photos of the product and packaging if the product is damaged or defective.

Our customer service team will review your request and respond as soon as possible.

7. Return Process

Once your request is approved:

  1. Our customer service team will confirm the return request.

  2. The product will be collected or you will be provided with return instructions.

  3. The returned product will be inspected to verify that it meets the return conditions.

  4. Once the return is approved, the refund or exchange will be processed.

The inspection process may take up to 48 business hours after we receive the returned product.

8. Refunds

Once your return has been approved, the refund will be processed within 5–7 business days.

Cash on Delivery Orders

For Cash on Delivery orders, the refund may be processed through an available method such as:

  • Vodafone Cash.

  • Bank transfer.

  • Transfer to the phone number registered with the order.

Online Payments

For orders paid online, refunds will normally be processed through the same payment method used for the original purchase, subject to the processing time of the payment provider or bank.

9. Shipping Fees

Return shipping costs depend on the reason for the return.

Puretè Covers the Return Shipping When:

  • The product arrived damaged.

  • The product has a confirmed manufacturing defect.

  • The wrong product was delivered.

The Customer Covers the Return Shipping When:

  • The customer changes their mind.

  • The wrong product was ordered by the customer.

  • The customer requests a return despite the product being correct and undamaged.

  • The customer refuses to receive an order after it has been shipped without a valid reason.

10. Products Damaged Due to Improper Use

Puretè is not responsible for damage resulting from:

  • Improper use of the product.

  • Failure to follow the product's instructions.

  • Improper storage.

  • Exposure to unsuitable temperatures or environmental conditions.

  • Damage caused after delivery by the customer.

We always recommend following the usage and storage instructions provided with each product.

11. Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery information.

Puretè is not responsible for additional shipping costs resulting from an incorrect, incomplete, or invalid address or contact information provided by the customer.

12. Order Cancellation

Orders may be cancelled before they are shipped by contacting our customer service team.

Once an order has been shipped, cancellation may no longer be possible. In this case, the customer may request a return according to the terms of this policy.

13. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Puretè
Phone / WhatsApp: 01515257786
Email: admin@purete-eg.com
Website: purete-eg.com

We are committed to handling every return or refund request fairly and in accordance with applicable Egyptian consumer protection regulations.