Return and Exchange Policy

Return & Exchange Policy

At PURELINE LAB, we value customer satisfaction and aim to provide a reliable and transparent shopping experience. This policy explains when returns or exchanges may be requested and the procedures that apply.

1. Requesting a Return or Exchange

Customers may contact us to request a return or exchange according to the conditions outlined in this policy.

Customers must contact our customer service team before returning any product. Products must not be sent directly to a supplier or any other address without receiving instructions from the store.

2. Damaged or Defective Products

If a product arrives damaged or has an obvious defect, customers must contact us within 48 hours of receiving the order.

We may request:

• Clear photos of the product.
• Photos of the external and internal packaging.
• A photo of the shipping label.
• A video showing the issue when necessary.

After reviewing the case, we will determine the appropriate resolution, which may include a replacement or refund depending on the circumstances.

3. Incorrect Products

If the customer receives a product different from the one ordered, they should contact us within 48 hours of delivery and provide photos of the product and order details.

After verification, the appropriate resolution will be provided. If the error is confirmed to be caused by the store or supplier, the customer will not be charged additional costs related to correcting the error.

4. Returns Due to Change of Mind

A return due to a change of mind may be accepted if the product is eligible for return and has not been used, opened, damaged, or altered.

The product must:

• Remain in its original condition.
• Be unused.
• Not be damaged.
• Remain in its original packaging where applicable.
• Be in a condition suitable for resale.

In such cases, the customer may be responsible for return shipping costs.

5. Non-Returnable Products

Certain products may not be eligible for return or exchange, including products that:

• Have been used, installed, or operated.
• Have been opened in a way that prevents resale.
• Have been damaged due to misuse.
• Were specially prepared or customized according to the customer's request.
• Are personal-use or health-related products that cannot be resold after opening.
• Are otherwise excluded from returns due to their nature or applicable regulations.

6. Products Shipped Directly from Suppliers

As PURELINE LAB operates under a dropshipping model, some products may be shipped directly from the supplier to the customer.

Therefore, return and exchange procedures and processing times may vary depending on the supplier, product type, and shipping location.

In some cases, the product may need to be returned to an address specified by the store or supplier.

7. Shipping Costs

• If the return or exchange is due to an error by the store, such as receiving an incorrect or damaged product, shipping costs will be handled according to the circumstances.
• If the return is requested because the customer changed their mind or no longer wants the product, the customer may be responsible for return and shipping costs.
• Customs duties, import fees, or other charges imposed by government authorities may be non-refundable.

8. Refunds

Once a return has been approved and the product has been received and inspected when necessary, the refund process will be initiated.

Refunds will generally be issued to the original payment method. The time required for the refunded amount to appear in the customer's account may vary depending on the bank or payment provider.

Non-refundable third-party fees may not be included in the refunded amount where applicable.

9. Unclaimed or Refused Orders

If an order cannot be delivered because the customer provided an incorrect or incomplete address or phone number, refused delivery, or failed to cooperate with the shipping company, the customer may be responsible for return shipping costs and any related charges.

10. Orders Delivered in Separate Shipments

Due to the nature of dropshipping, products within the same order may be shipped from different suppliers or warehouses and may therefore arrive separately.

Receiving only part of an order does not necessarily mean that another item is missing.

11. Processing Time

Return and exchange requests are reviewed after the required order details and supporting information have been provided.

Processing times may vary depending on the product, supplier, and shipping provider.

We will keep the customer informed regarding the status of the request whenever possible.

12. Contact Us

To request a return or exchange, please contact us through the communication channels available on our store and provide your order number, details of the issue, and any requested photos or videos.