Last updated: April 16, 2026
At Purelabsnova, customer satisfaction is a priority. If an order does not arrive, or if it arrives damaged or defective, we will work with you promptly and professionally to resolve the issue through a replacement or a full refund, depending on the circumstances and your preference.
Eligibility for Replacement or Refund
You may be eligible for a replacement shipment or a full refund if one of the following occurs:
- Order Not Received: Tracking shows no delivery, or the shipment is confirmed lost in transit.
- Arrived Damaged: The package or product is visibly damaged upon delivery.
- Defective Product: The item is defective upon arrival or does not match the order due to fulfillment error.
How to Request a Resolution
To ensure fast handling, please contact us and include:
- Order number
- Delivery address confirmation
- A brief description of the issue
- Photos of the package and product (for damaged/defective claims)
- Tracking information (if available)
Resolution Options
- Replacement (Exchange): Reshipment of the same item at no additional cost.
- Full Refund: Refund to the original payment method.
Contact Us: For return or refund assistance, email [email protected] and include your order number in the subject line.