Refund & Shipping Policy

We want you to be completely satisfied with your purchase from Purevivid. If for any reason you are not happy with your order, this page explains your rights and how to request a refund, return, or exchange.

Refunds, Returns & Exchanges

• You may request a refund, exchange, or store credit within 30 days of the date you received your order.
• To be eligible, items must be returned unused, unopened, and in their original packaging, including all tags, labels, and accessories (if applicable).
• Please provide a receipt or proof of purchase when submitting a return/exchange request.
• Sale items, “final sale” items, or items that have been used, worn, or altered may not be eligible for return or refund (unless faulty).
• To initiate a return or exchange, contact us at info@purevivid.com.au with your order number, reason for return/exchange, and — if relevant — photos of the product and packaging.
• Once your return is approved, we will provide you with a “Return Authorization” and return address. Please do not ship items before approval.
• Customers are responsible for return shipping costs, unless the return is due to a defect or error on our side (see “Defective or Incorrect Items” below).
• Refunds (or store credits) are issued via the same payment method originally used at purchase. Processing time after receiving the returned item is typically 5–10 business days.

Defective or Incorrect Items

If you receive an item that is defective, damaged, or incorrect:

• Contact us within 72 hours of delivery with your order number and clear photos or videos showing the issue.
• We will arrange for a full refund or replacement (at your choice), and we will cover any return shipping costs in this case.

Non-Returnable / Non-Refundable Items

The following types of items are generally not eligible for return/refund (unless faulty or damaged):

• Items that have been opened, used, worn, washed, or altered;
• Final sale or clearance items (if specified as such at checkout);
• Any product where returns are disallowed per item page (e.g. hygiene, intimate, perishable, or custom-made items — if applicable).

Shipping Policy

Order Processing

• Orders are usually processed and dispatched within 1–3 business days after payment confirmation.
• Once dispatched, you will receive a tracking number via email.

Delivery Time & Methods

• We offer standard and express shipping.
• Estimated delivery time depends on your location and shipping method selected at checkout.
• For international orders: duties, taxes, customs fees, or import charges (if any) are the responsibility of the customer.

How to Initiate a Return / Refund / Exchange

Email us at info@purevivid.com.au with:

• Order number
• Reason for return/exchange
• Photos (if item is defective or incorrect)

Wait for our approval and return instructions.

Pack the item securely, in original packaging, including all parts and accessories.

Ship the item to the provided return address. Use a trackable shipping service and keep the tracking number until refund/exchange is completed.

Once we receive and inspect the item, we’ll process your refund or exchange within 5–10 business days, and notify you via email.

Late or Missing Refunds

If you’ve been notified that your refund was issued — but you don’t see it in your account after a few business days — please first check with your bank or payment provider. If it’s still missing, contact us with your order number and refund confirmation, and we will help investigate.

Changes to This Policy

We reserve the right to modify or update this Refund & Shipping Policy at any time. When we do, we will update the “Last updated” date at the top of this page. Your continued use of our website and purchases following any changes indicates your acceptance of the revised policy.