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August 14th, 2023

Returns & Exchanges

Process a return or exchange

Our Policy 

See our Returns & Exchanges policy here. 


We recommend using the Returns & Exchanges portal to process any returns, exchanges, or to replace any damaged items. Here's how: 
1. Go to the Returns & Exchanges portal located on pura.com.
2. Enter your order number in the format PSI123456 and your zip code, then select the Get Started button.
3. Choose which item from your order you'd like to return or exchange.
4. For this example, we are returning our fragrance. To receive a refund for your item, select Return Item.

You can follow this same process to exchange by selecting the Exchange option.
5. Choose a reason for the return.
6. Here you can add another item to your return, or if you have no other items in your order to include in the return, press Continue With Return. 
7. Double check your return request to ensure no steps were missed, then click Submit Return to process your request. 

8. If your return includes a Pura diffuser, you'll be emailed a return label to your email your Pura account is under. Print out your return label and return the products at your earliest convenience. Once we receive your package, we'll issue your refund. 

Issues With The Returns Portal? 

If you're experiencing issues with the returns portal, reach out to Customer Care team. You can get in touch by clicking Here. To ensure a prompt resolution, provide your order number, email, and shipping address. Our team will be more than happy to assist. 

Order Not Found

If you see an Order Not Found message when using the returns portal, make sure the beginning of your order starts with PSI, not PS1. 

Additionally, ensure the zip code you're using is the same as what was used when placing the order. 

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