Refund policy
REFUND POLICY
We want you to feel good about trying CALM. This page explains our satisfaction guarantee, how standard returns work, and your rights under Australian Consumer Law.
Our 60-Day Satisfaction Guarantee
We know skin is different for everyone, and that a product that works for one person may not suit another. That's why we offer a 60-day satisfaction guarantee.
If CALM isn't right for your skin, email us at info@puralabs.com.au within 60 days of delivery and we'll refund you for one bottle. You don't need to send anything back, and you can keep the bottle. No forms, no return shipping, no awkward hoops.
Our satisfaction guarantee can be claimed once per customer. It's there so you can try CALM with confidence the first time, knowing that if it doesn't suit your skin, you're not out of pocket.
Standard Returns
If you've ordered more than one bottle and change your mind, any unopened bottles in their original, resaleable condition can be returned within 60 days of delivery for a refund.
To arrange a standard return, email us at info@puralabs.com.au with your order number. Return shipping for change-of-mind returns is covered by you, and we'll process your refund once the unopened bottles reach us. Opened bottles can't be returned for hygiene reasons, but they may be covered by the satisfaction guarantee above.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or isn't what you ordered, contact us at info@puralabs.com.au within a reasonable time and we'll make it right. For these issues, we'll cover return shipping where a return is needed, and we'll replace the product or refund you. Please include your order number and, if possible, a photo of the issue so we can sort it out quickly.
Your Rights Under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.
Our 60-day satisfaction guarantee is offered in addition to your rights under the Australian Consumer Law, not instead of them. Nothing in this policy limits or replaces those rights.
How Refunds Are Processed
Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card provider, it may take a few additional days for the refund to appear in your account. We'll email you once your refund has been processed.
How to Reach Us
For anything to do with refunds or returns, email us at info@puralabs.com.au with your order number and we'll help you out.
YGH Capital Pty Ltd (ABN 44 654 310 620), trading as Puralabs info@puralabs.com.au 10/20 Westminster Ave, Dee Why NSW 2099, Australia