Refund policy

At Pura Vita DXB, customer satisfaction is important to us. Please review our Returns & Refunds Policy carefully before placing your order.

Returns

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, the item must be unused, in its original packaging, and in the same condition in which it was received. Proof of purchase is required.

To request a return, please contact us at orders@puravitadxb.com.

If your return is approved, we will provide instructions on how and where to send your package. Items returned without prior approval will not be accepted.

Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect item, or an error on our part.

Personalized & Non-Returnable Items

Personalized and custom-made products cannot be returned or exchanged due to a change of mind or preference.

This includes changing your mind about the product, color or design after the item has been personalized.

Personalized items may still qualify for a suitable resolution if they are defective, damaged, incorrect, or contain a personalization error made by Pura Vita DXB.

We also do not accept returns on:

Gift cards
Sale or clearance items

Order Cancellations & Changes

Orders may be cancelled before production has begun.

Requests to cancel an order or change personalization details, product selections or shipping information should be submitted within 12 hours of placing the order.

Once production of a personalized item has begun, it cannot be cancelled or modified.

Once an order has been dispatched, it cannot be cancelled.

While we will always do our best to accommodate requests, changes cannot be guaranteed once order processing or production has begun.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If your item is defective, damaged, incorrect, or contains an error made by Pura Vita DXB, please contact us as soon as possible at orders@puravitadxb.com with your order number and clear photographs or video of the issue so we can assess it and arrange a suitable resolution.

Where an issue is confirmed, we will arrange an appropriate replacement, exchange or refund depending on the circumstances.

Refunds

Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Once the refund has been processed by us, please allow approximately 7–14 days for it to appear in your account. Processing times vary depending on your card issuer, payment provider or bank.

Original shipping fees and additional delivery or service fees are non-refundable once the applicable service has been provided, except where otherwise required due to an error on our part or applicable law.

Shipping & Delivery Issues

Customers are responsible for ensuring that their shipping address, telephone number and other delivery information are entered correctly at checkout.

We are not responsible for delays, failed delivery attempts or additional charges caused by incorrect or incomplete information provided by the customer.

If a shipment is delayed, lost, damaged or misdelivered by the courier, we will assist with the courier investigation and resolution.

For complete information regarding production and delivery timeframes, please refer to our Shipping Policy.