Return & Refund Policy Update for PUREVEX

Revised Return & Refund Policy (Effective 15 June 2026)  

1. **Delivery Inspection (New Requirement).**  At the time your order is delivered, *you or your authorized representative must carefully inspect the package in the presence of the delivery person*.  Look for visible damage (torn seals, dents, watermarks, etc.) on the outer packaging. If feasible, open the packaging *with the delivery person present* to inspect the product itself. **Take clear photos and/or video** showing the sealed package, the unboxing process, and any damage or defect. You should **mark any visible damage or discrepancy on the delivery receipt (POD)** before signing.  If the item is severely damaged or clearly incorrect, you may *refuse delivery*.  After accepting delivery, the item is deemed in your possession, so inspecting at this time is critical.

2. **Reporting Damage or Defects.** If you notice any manufacturing defect, transit damage, tampering, or wrong item, **report it within 48 hours of delivery**. To report, contact Purevex via email or WhatsApp (details below) with:  
   - Order number and date of delivery.  
   - Clear photos/videos of the defect or damage (including how it appeared at delivery).  
   - Photo of the delivery receipt/POD showing your damage notes.  
   - Brief description of the issue.  

   **Failure to report within 48 hours will forfeit your claim**. This 48-hour window is standard in e‑commerce (for example, Khaticraft and others require reporting within 48h). If you do not provide timely notice with evidence, we will assume the goods were in good condition on delivery.  

3. **Eligibility for Return or Replacement.**  You may request a return, replacement, or refund only if **all** of the following are true:  
   - The order was placed at purevex.in directly with Purevex.  
   - Request is made within **7 days** of confirmed delivery.  
   - The item is unused and in original condition (apart from the defect).  
   - All original packaging, parts, accessories, manuals, and invoice are intact.  
   - The defect or damage is a manufacturing fault or transit damage, and **was present at delivery** (as documented).  

   **Not eligible:** Items opened, used, or found damaged **after** delivery inspection.  If the package was documented as undamaged at delivery, later damage is presumed not to be the seller’s fault (e.g. accidental breakage by buyer) and is not covered. Also non-returnable: misuse or normal wear, missing original packaging, or any unauthorized alteration of the product.  

4. **Damaged-on-Arrival (DOA) Procedure.** If your item is dead-on-arrival, defective or damaged at delivery:  
   - Follow the inspection steps above (don’t dispose of original packaging).  
   - Report as per step 2 with photos/video from delivery.  
   - Purevex will review and confirm the claim.  

   If approved, we will ship a replacement of the same model (or refund if replacement is unavailable) once we receive the original (or approve a disposal of it). **Replacements or refunds will be processed within 5–10 business days** after we receive and inspect the returned item.  

5. **Refunds and Reimbursements.** Upon approval:  
   - **Refunds** are issued to the original payment method (or via NEFT for COD) in accordance with RBI rules.  Expect the amount to reach your account within the applicable timeframe (usually within 7–14 working days for cards, 5–7 days for UPI, etc. after processing).  
   - If you paid by Cash-on-Delivery, refund is via NEFT to your bank account.  
   - We will send you an email/WhatsApp confirmation when the refund is initiated.  

   If we make an error (wrong item or verified defect), **Purevex pays return shipping**. For other returns, shipping is paid by the customer. Use a trackable and insured courier; Purevex is not responsible for loss/damage in return transit (unless agreed otherwise).  

6. **Exceptions & Limitations.**  
   - Products must be in the same condition as delivered (as per Khaticraft-style policies).  
   - We will not accept any return or refund request for damage discovered only after opening if the delivery-time inspection showed no issues.  
   - Any unauthorized return without Purevex approval may be refused.  
   - Refunds will exclude any non-refundable shipping or restocking fees if applicable.  

7. **Dispute Resolution.**  If you have any question or are dissatisfied with a decision, contact our Customer Care first (see below).  Under Indian law, this policy is governed by the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020, and by other applicable laws (Sale of Goods Act, etc.).  Nothing in this policy waives any consumer rights.  In case of legal dispute, the laws of India apply and courts in Tamil Nadu will have jurisdiction.  

**Contact & Escalation:** Purevex aims to address issues quickly. If you need help:  
- Email: **contactpurevex@gmail.com**  
- WhatsApp: **+91 78068 89515**  
- Instagram: **@_purevex_**  
(Please include your Order ID and details in all communications.) Purevex will respond to queries within 24–48 business hours. If you still have concerns, you may seek redressal through the appropriate consumer forum in India.

## Customer Notification Templates

To ensure customers are aware of this change, use concise, friendly notices on all channels. For example:

- **Website/Checkout Banner:**  
  *“📦 **New Delivery Inspection Policy:** When your order arrives, please inspect the package carefully. The courier will record a quick photo/video of the unboxing. If you see any damage, note it on the delivery receipt and contact us within 48 hours. More details in our updated policy.”*

- **Order Confirmation Email:**  
  *Subject: Important Update – Please Check Your Order at Delivery*  
  *“Dear [Customer], we’ve updated our return policy for your protection. Please **check your item in front of the delivery person** and take photos/video of the sealed package. If you find any damage or defects, note it on the delivery slip and get in touch with us (email or WhatsApp) within 48 hours. We will send replacements or refunds for documented issues. Thank you for your understanding! (Policy details on our website.)”*

- **WhatsApp Message:**  
  *“Hello! This is a quick note from PUREVEX – we’ve updated our return policy to help serve you better. When your order is delivered, please **inspect the package and item** carefully. Take a short video or photo of the delivery (our courier will assist). If you notice any damage, notify us within 48 hours with the order number and images. For items arriving intact, enjoy them – if anything’s wrong at delivery, we’ll replace or refund. Thanks for shopping with us! 😊”*

- **Instagram DM:**  
  *“Hi there! Thanks for ordering PUREVEX. We have a new policy: when your order arrives, kindly **check the parcel with the delivery person** and record any issues (photo/video). Report any visible damage within 48 hours. We’ll handle replacements/refunds for problems noted at delivery. More info is on our site. 🙂”*

## Frequently Asked Questions (FAQ)

1. **Why must I inspect the item at delivery?**  
   We require inspection to protect you and us. Under Indian law, you have the right to examine goods upon delivery. Checking in front of the courier and capturing photos/video provides proof of the item’s condition. This makes resolution faster and prevents fraudulent claims.  

2. **What if I forget to take photos or sign the delivery note?**  
   If you miss recording the delivery condition, it becomes difficult to validate your claim. Our policy states that any damage not documented at delivery is generally **not eligible** for return. Please remember to note and photograph any issues on the spot.  

3. **How do I initiate a return for a damaged item?**  
   First, ensure you followed the delivery inspection steps. Then contact us (email or WhatsApp) *within 48 hours*, providing your order number, photos/videos of the damage, and a photo of the delivery slip with any notes. We will review and advise the next steps (pickup or replacement).  

4. **What is the time frame to request a refund?**  
   All return/refund requests must be made within 7 days of delivery. The damage or defect must be reported within 48 hours as described above. Once we receive the returned item, approved refunds are processed within about 5–10 business days.  

5. **Who pays for return shipping?**  
   If the return is due to our error (e.g. wrong item, or we verify the item was defective upon delivery), we will cover the shipping cost. For other returns (e.g. change of mind), the customer is responsible for shipping the item back to us.  

## Legal Disclaimer  
This Return & Refund Policy is governed by and intended to comply with applicable Indian laws, including the **Consumer Protection Act, 2019**, the **Consumer Protection (E-Commerce) Rules, 2020**, and the **Sale of Goods Act, 1930**. Nothing in this policy limits any rights or remedies granted to consumers under law. In the event of any conflict between this policy and statutory rights, the rights provided by law shall prevail. The policy is subject to the laws of India, and any disputes will be decided by courts in Tamil Nadu, India.