Refund and Returns Policy

Effective Date: May 6, 2026

 

Our Promise

We stand behind the quality of every product we sell. If you receive a product that is defective, damaged in transit, or shipped incorrectly, we will make it right.

Eligibility

You may request a return or refund within fourteen (14) days of the delivery date, subject to the following conditions:

• Unopened products only: products must be unopened, unused, and in their original sealed packaging. For health and safety reasons, we cannot accept returns of opened supplements, powders, or capsules.
• Original condition: products must be in the same condition as received, including all original labels and tamper seals intact.
• Proof of purchase: you must provide your order number or order confirmation email.

Non-Returnable Items

The following are not eligible for return:

• Opened or partially used supplements, powders, or capsules
• Products purchased more than 14 days prior to the return request
• Bundle and stack items if any individual item in the bundle has been opened
• Sale, clearance, or final-sale items (where marked)
• Gift cards

Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, or incorrect, contact us within 14 days of delivery with photos of the product and packaging. We will provide a prepaid return label and either replace the item at no cost or issue a full refund, including original shipping charges.

Return Shipping

• Defective, damaged, or incorrect items: we cover return shipping.
• All other eligible returns: the customer is responsible for return shipping costs. We recommend using a trackable shipping service; we are not responsible for items lost in return transit.

How to Request a Return

Email info@pristineproductsus.com with the subject line “Return Request — Order #[your order number]” and include:

• Your order number
• The product(s) you wish to return
• The reason for the return
• Photos of the product and packaging (for damaged or defective items)

We will respond within two (2) business days with return instructions and, where applicable, a return shipping label.

Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original payment method within five (5) to ten (10) business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

Original shipping charges are non-refundable except for defective, damaged, or incorrect items.

Order Cancellations

Orders may be cancelled for a full refund if the order has not yet shipped. Once an order has shipped, it is subject to the standard return process above. Email us as soon as possible if you need to cancel.

Contact

For all return and refund questions, contact us at info@pristineproductsus.com or 315-628-9314.

Pristine Products LLC