Refund policy

Returns & Refunds 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 that you received it.

  • The item must be returned with any original accessories and documentation.

  • You must provide proof of purchase.

  • A return request must be submitted before sending any item back.

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

Non-Returnable Items

The following items cannot be returned, exchanged, or refunded:

  • Personalized or custom-made products

  • Products where production has already begun

  • Gift cards

  • Sale or clearance items

  • Perishable goods

  • Personal care and hygiene products

Because personalized products are created specifically for each customer, they cannot be returned or refunded unless the item arrives damaged, defective, or incorrect due to an error on our part.

Order Cancellations & Changes

  • Orders may be cancelled before production has begun.

  • Any requests to change personalization details, shipping information, product selections, or cancel an order must be submitted within 12 hours of placing the order.

  • Once production has begun, personalized orders cannot be cancelled, modified, returned, or refunded.

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

While we will always do our best to accommodate requests submitted after 12 hours, changes cannot be guaranteed once order processing has begun.

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.

Please allow several business days for your bank or card provider to process the refund.

Original shipping fees, express delivery fees, same-day delivery fees, cash-on-delivery fees, and other service fees are non-refundable once the order has been processed or dispatched.

Return shipping costs will be deducted from the refund amount unless the return is due to an error on our part or a defective item.

Damaged, Defective, or Incorrect Orders

Please inspect your order upon arrival.

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery at puravitadxb@gmail.com and include photographs of the issue so we can assess the situation and arrange a suitable resolution.

Shipping & Delivery Issues

Customers are responsible for ensuring that all shipping information, including address, phone number, and delivery details, is entered correctly at checkout.

Any requests to change shipping information must be submitted within 12 hours of placing the order. While we will do our best to assist, we cannot guarantee address changes once order processing has begun or the order has been dispatched.

We are not responsible for delays, failed deliveries, additional shipping charges, or delivery issues resulting from incorrect or incomplete shipping information provided by the customer.

If a shipment is delayed, lost, or misdelivered by the courier, we will assist in opening an investigation with the shipping provider. Resolution timelines are subject to the courier's investigation procedures.

Contact Us

For any questions regarding returns, refunds, cancellations, or order changes, please contact:

Email: puravitadxb@gmail.com

For faster assistance, please contact us via WhatsApp.

Thank you for shopping with Pura Vita DXB 💛