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Last updated: 08/1/14
This return policy is a reflection of our high purity standards and respect for the delicate nature of our products and our customers.
We support the return policies of our product's manufacturers. So there may be product-based and/or manufacturer-based differences.
We offer refunds (credit card/PayPal refunds) on full sized products returned to us unopened and in resalable condition within 21 days from the date of delivery.You must contact us and get a return authorization code BEFORE you ship the item back to us. We will not honor returns without an authorization code. We do not refund shipping cost.
The Vital Image Brand - 60 Day ReturnsFull size products offered by The Vital Image (TVI) are 100% Guaranteed by the manufacturer and are returnable in any condition (unopened, used, or empty) if you are not satisfied (up to 2 months or 60 days after the purchase date). Simply call or email us to let us know you'd like to return the product(s) and get an authorization code. Ship the opened/unopened Vital Image product(s) to the address listed below. Once we receive the return we'll credit your payment method with the cost of The Vital Image Product(s) minus the original cost of shipping. Samples of Vital Image products do not qualify for returns.
All Other Brands (Non-Vital Image) - 21 Day Returns
We are sorry but we are unable to refund opened items (see TVI exception above). We encourage you to always buy samples before buying full sized items. We also do not accept refunds on samples. Please see our Unopened Goods Return Instructions below for details.
Why do you not offer refunds for opened items? The bulk of our products are made by small companies that do not offer a 100% satisfaction guarantee, thus they do not honor returns on their products for "unsatisfied" or "allergy/sensitivity" related reasons. To compensate for this, we offer samples in most of the products we sell - we encourage you to always buy samples before buying full sized items.
Allergic/Sensitivity Reactions: Since we offer the purest preservative-free skin care products available, our products have a low potential for allergic reaction. However, allergic/sensitivity reactions can occur. At Pure Complexions, we cannot guarantee a positive reaction-free experience. Our stocking criteria is meant to offer you the healthiest skin care products with the lowest potential for reaction, but due to each person's unique body chemistry - reactions are still possible. To make the best of your internet shopping experience, we offer samples in almost every product that we carry (with the exception of a few items). Since we cannot offer refunds for allergic/sensitivity reactions, we encourage you to always buy samples before buying a full-sized item. If a sample is not listed yet, please feel free to request one. At this time, we are unable to provide samples of our roll-on deodorant, mascara, lip pencils, and eye liner pencils.
- PRL Exception: Premier Research Labs accepts returns involving adverse or allergic reactions.
Personal Lubricants/Deodorant/Mascara/Lip Liner Pencils/Eye Liner Pencils: These items are non-refundable if opened or used.
Cosmetic color/shade images: We do our best to offer realistic color swatches for the cosmetics that we carry. However, due to variations in computer monitors and video cards, we cannot guarantee that the colors you are seeing are a perfect match to the actual product. Thus, we cannot accept returns on opened full-size cosmetic products that are not in resalable condition (see Unopened Goods Return Instruction section for details). In order to compensate for this internet shopping disadvantage, we provide samples in almost every cosmetic product that we offer. To be sure the color meets your expectations, we encourage you to always buy samples before buying a full-sized item. If a sample is not listed yet, please feel free to request one. Unfortunately, we are unable to provide samples of our mascara at this time.
Premier Research Labs (PRL): PRL is a raw and living product line that is guaranteed to be free of irradiated ingredients. In order to maintain their ingredient quality, our PRL products have special return criteria. Un-opened/un-used PRL products can only be returned to Pure Complexions if they meet one of the two shipping criteria listed below;
- UPS: All un-opened/un-used PRL products purchased from Pure Complexions using a UPS shipping method qualify for a return. UPS guarantees to not irradiate their packages. Please see our PRL FAQ page for more irradiation details.
- USPS: If a customer purchases a PRL product from Pure Complexions using a USPS shipping method, the "Ship To" address must be a residential (non-government) address in order to qualify for a return. USPS irradiates mail sent to government offices, thus any PRL product that is shipped to a government office will not qualify for a return. Please see our PRL FAQ page for more irradiation details.
Incorrect/Damaged Products - 7 Day Returns
In the event that you receive a damaged item, the wrong color, or are missing an item, please contact us within 7 days of receiving your order. Once we compare and confirm the discrepancy in our inventory, we will ship you a prepaid return box & will promptly send you the correct items. We are very sorry if this happens, we have many measures in place to catch mistakes, but they can happen. Please see our Discrepancy or Damaged Goods Return Instructions below for details.
Occasionally the post office will return orders to us, labeled as "Unclaimed" or "Undeliverable/Insufficient Address".
- An "Unclaimed" order usually means that no one was home to receive the package and it was taken back to the post office. The post office holds the package for 15 days before they return it to Pure Complexions. The post office usually leaves a "Sorry we missed you" message at the delivery address, but the paper is small and easily blows away or is accidently thrown away by the customer. Thankfully, a "sorry we missed you" message is also displayed in the online tracking system. We encourage customers to check their online tracking link periodically to prevent packages from going "Unclaimed". When a package is marked "Undeliverable/Insuffient Address" - the post office needs more address information to find your location [ex: the address may be wrong or the unit # or floor # may be missing]. In the event that a package goes unclaimed or is undeliverable - we will notify you by email (or telephone - if email is not available) to determine what to do next. If we are unable to get in touch with you, the products will be returned to the store and a product credit will be issued to the customer (minus the cost of shipping). Unfortunately, we do not refund shipping cost. If the customer would like us to re-send the order, the customer must pay the cost to re-ship the order. If the original order was over $99 and received free USPS shipping, the customer is responsible for the 2nd attempt shipping fees.
I. Unopened Goods Return Instructions
Unopened full sized products that are in resalable condition may qualify for a return. A resalable item must be in the same condition it was delivered in. Shrink wrap and safety seals (if applicable) must be intact. You must contact us within 21 days of receiving your order to qualify for a return. Please note that the start of the 21 days is based on the USPS delivery confirmation date, not based on the day you actually opened the package.
If you contact us via e-mail:
Be sure to supply the following information:
Subject line: "Return Request"
-Preferred contact information (your e-mail or telephone number)
-Name of item you are requesting return approval for.
-Reason for Return.
Once we have approved your return and given you an authorization code, you may ship the item back to us. YOU MUST WRITE THE AUTHORIZATION CODE ON THE MAILING LABEL, OTHERWISE WE CANNOT ACCEPT THE PACKAGE. Shipping charges are not refundable, so we encourage you to buy samples when available. If you forget to write the authorization code on the label, please e-mail us immediately.
Please ship item to:
ATTN: Return Dept
Authorization Code: _________
10605 Cerveza Dr.
Escondido, CA 92026
Once we receive the returned item, we will credit the price of the item to your payment method. We will notify you by e-mail when this transaction is complete.
Pure Complexions makes every attempt to ensure your order is correct and is delivered without defect. In the event that you received a damaged or defective item or that an error was made when packaging your order (i.e. you received a wrong item or the wrong color or are missing an item that is not listed as back ordered).
We will do our best to remedy the situation in a timely manner.
Please carefully read the following instructions:
In order for us to honor your return, you must contact us (via e-mail or phone) within 7 days after your order was received.
Please note that the start of the 7 days is based on the USPS delivery confirmation date, not based on the day you actually opened the package.
If you contact us via e-mail:
Be sure to supply the following information:
Subject line: "Return Request"
-Preferred contact information (your e-mail or telephone number).
-A brief description of the problem.
Once we receive your Return Request E-mail we will contact you with further instructions.
After we compare and confirm the discrepancy with our inventory, we will
most likely mail a pre-paid return box to you, to collect the damaged or incorrect items. We will cover all shipping costs related to your damaged or incorrect order.
-Please note: If your items were damaged during shipping, do not throw away the delivery box/bubble mailer. USPS requires us to show proof of damage in order to grant us a refund. Please return the original box/bubble mailer along with the damaged goods in the return box that we send you.
Your correct or undamaged item will be mailed to you along with the return box shortly after you notify us of the problem.
Again we are truly sorry for any inconvenience this may have caused you.
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