Refund policy
Last updated: 8 October 2026
At Pure Vivid, we take care to ensure that your order is packed correctly and reaches you in good condition.
If your order arrives damaged, broken, leaking, or if you receive an incorrect product, please contact us as soon as possible so we can review the issue and arrange an appropriate resolution.
Damaged or Incorrect Products
If a product has been damaged during transit, or if we have sent you an incorrect product, please contact us at info@purevivid.com.au with:
- Your order number
- A description of the issue
- Clear photos of the product received
- Photos showing any damage, leakage, incorrect product or packaging where applicable
Please provide clear photos of the affected products and relevant packaging showing any damage, breakage, leakage or incorrect products. These photos are required as evidence for assessment and processing of damaged-in-transit or incorrect-product return, replacement or refund requests. If you cannot provide photos, contact us so we can discuss other reasonable ways to assess your claim. This evidence request does not exclude or restrict your rights under Australian Consumer Law.
Please retain the product and any available packaging until we have reviewed your request, as we may require additional information. Original packaging is not a condition of a remedy under Australian Consumer Law.
After assessing your claim, we will provide the appropriate remedy required by Australian Consumer Law. Where you are entitled to choose between a refund and a replacement, we will respect that choice.
Change of Mind
Pure Vivid does not generally accept returns or provide refunds for change-of-mind purchases unless otherwise agreed by us.
Please review product descriptions, sizes and other information carefully before placing your order.
Product Variations
Some Pure Vivid products are natural products. As a result, colour, aroma, texture or appearance may vary slightly between batches. These natural variations do not necessarily indicate that a product is defective.
Refunds
Where a refund is approved, it will generally be issued to the original payment method used to place the order.
Processing times may vary depending on your bank or payment provider.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Products sold to Australian consumers come with consumer guarantees that cannot be excluded under Australian law. Where applicable, you may be entitled to a repair, replacement, refund or other remedy if a product fails to meet those guarantees.
Contact Us
For return, refund, damaged-product or incorrect-order enquiries, please contact:
Pure Vivid
Email: info@purevivid.com.au
Website: purevivid.com.au