Satisfaction Guarantee
PUREXA Customer Care
30-Day Returns and Order Support
We want you to feel confident ordering PUREXA botanical teas. If an order arrives damaged, defective, or incorrect—or you need to return an eligible unopened item—our customer-care team is here to help.
Returns at a Glance
- Return requests must be made within 30 days of receiving the order.
- Standard returns must be unused and in their original, unopened packaging.
- Opened products may be eligible when they arrived damaged, defective, or incorrect.
- Contact us before mailing a return. Items sent without prior approval cannot be accepted.
- Approved refunds are returned to the original payment method.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us promptly and within 30 days of receiving it.
We will review the issue and arrange an appropriate replacement or refund at no cost to you. This exception may apply even when the affected product has been opened.
To help us resolve the issue efficiently, include:
- Your order number
- The name used to place the order
- A brief description of the problem
- Clear photographs when the item or package is damaged
Returning an Unopened Item
An eligible product may be returned within 30 days of receipt when it is unused and remains in its original, unopened packaging.
Because botanical teas are consumable food products, opened packages generally cannot be returned for preference-based reasons, including a change of mind or personal taste. This restriction does not prevent us from addressing a product that arrived damaged, defective, or incorrect.
How to Request a Return or Replacement
- Email PUREXA Customer Care before sending anything back.
- Include your order number and explain whether you are requesting a return, replacement, or help with an order problem.
- Wait for confirmation and return instructions from our customer-care team.
- Send an approved return only to the address provided in the instructions.
Please do not mail a product back without contacting us first. Returns sent without a prior request and approval cannot be accepted.
Refund Processing
Once an eligible return has been received and inspected, we will let you know whether the refund has been approved.
Approved refunds are issued to the original payment method within 10 business days. Your bank, card provider, or payment service may need additional time to post the credit to your account.
If more than 15 business days have passed since your refund was approved, contact us about the refund.
Order Cancellations
Orders enter processing quickly. Cancellation requests must be emailed within 30 minutes of placing the order and should include the order number and the name used at checkout.
After that window, the order may already be processing and may no longer be cancelable. An eligible unopened product can still be considered under the 30-day return terms after delivery.
We Are Here to Help
Good customer care means explaining the process clearly and addressing genuine order problems fairly. We review each request according to the circumstances, the condition of the product, and the applicable return terms.
Need Help With an Order?
Email our customer-care team with your order number and a brief description of how we can help.
Related Customer-Care Information
- Review full eligibility requirements, refund timing, return instructions, and cancellation terms in the Return, Refund and Cancellation Policy.
- Review processing times, delivery estimates, carriers, and tracking in the PUREXA Shipping Policy.
- For product, order, shipping, or return questions, use our customer-support contact form.
This page provides a customer-friendly summary. Where this summary and the complete Return, Refund and Cancellation Policy differ, the complete policy controls. Policies may be updated from time to time, so review the current policy before requesting a return.