Last Updated: 29 October 2026

At PURILIFY, customer satisfaction is important to us. We aim to ensure that every customer receives the product they ordered in acceptable condition. This policy explains how to report damaged, incorrect or defective orders and request assistance.

1. Reporting a Problem with Your Order

Please inspect your order when it arrives. If you receive a damaged, incorrect or defective product, contact our customer support team as soon as reasonably possible.

To help us review your request, please provide:

  • Your order number

  • Your name and contact details

  • A description of the issue

  • Clear photographs of the product and packaging, where relevant

Our team will review the information and advise you on the next steps.

2. Damaged or Incorrect Products

If your order arrives damaged or contains an item different from the one you ordered, please contact us with the relevant details.

After reviewing your request, we will explain the available resolution, which may include a replacement, exchange or refund, depending on the circumstances and applicable law.

3. Returns of Hair Oils and Personal Care Products

For hygiene and product-safety reasons, opened or used oil bottles may not be eligible for a change-of-mind return, except where required by applicable law or where the product is faulty, damaged, incorrectly supplied or otherwise covered by our obligations.

Products being returned should, where applicable, be securely packaged and accompanied by the original order details.

Please contact us before sending any product back. Unauthorised returns may delay the review process.

4. Change-of-Mind Returns

If you change your mind after placing an order, please contact us as soon as possible.

Cancellation or return requests depend on the order’s processing and dispatch status and our applicable terms. We will explain whether your request can be accommodated.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

5. Refunds

If a refund is approved, we will inform you of the refund method and expected processing arrangements.

Refunds will generally be issued through the original payment method where practicable. For cash-on-delivery orders, our team will explain the available refund arrangements.

The time required for a refund to appear may depend on the payment provider or financial institution.

6. Order Cancellations

If you need to cancel an order, contact us promptly and provide your order number.

We will check whether the order has already been processed or dispatched and advise you of the available options.

7. Exchanges and Replacements

Where an exchange or replacement is approved, the arrangement will depend on product availability, the nature of the issue and applicable consumer protection requirements.

Our team will provide instructions for the next steps.

8. Return Shipping

If an item is damaged, defective or incorrectly supplied, please contact our team before arranging return shipping so we can explain the appropriate process.

Responsibility for return shipping costs will be determined according to the circumstances and applicable law.

9. How to Request a Return or Refund

To request assistance, contact PURILIFY using the official contact details below.

Please include your order number, a description of the problem and any relevant photographs.

Our team will review your request and communicate the next steps.

10. Contact Us

Brand: PURILIFY
Email: [email protected]
Phone / WhatsApp: +92 329 1737104
Website: https://purilify.pk/

Thank you for shopping with PURILIFY. We appreciate your trust and the opportunity to assist you.