Returns & Exchanges Policy
No Refunds or Exchanges:
Customized items cannot be refunded or exchanged as they are specially made and cannot be reused. Thank you for your understanding.
If you're not 100% satisfied with your non-customized items, we gladly accept returns within 30 business days of the original shipping date for most items in new, unused condition.
Contact Us:
Reach out to our Customer Service team at support@purplehecate.com, indicating the item(s) you want to return and the reason for the return.
Package the Items:
After receiving return instructions, package the item(s) in their original packing.
Ship the Package:
Drop off your package at your local post office.
Processing Time:
Most returns are processed within 5 business days after we receive your package.
Once your refund is issued, you will receive a confirmation email.
Return Address:
Please contact us at support@purplehecate.com to get the nearest return address.
Return Window:
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- You have 30 business days from the original shipping date to decide if an item is right for you.
- Contact us within this period to initiate a return or exchange.
Non-Returnable Items:
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- Customized items are not eligible for return or exchange unless they are defective. If a free promotional gift is not returned in its original, unused condition, its retail value will be deducted from your refund.
Item Condition:
Returned items must be in unused, undamaged condition with the original packaging.
We do not accept items that have been worn, washed, altered, or damaged.
Have the hygiene liner intact and not removed (for swimwear).
Be free of stains, odors, makeup, sunscreen residue, pet hair, or any other signs of wear.
Be returned in the original packaging whenever possible.
Order Cancellation
Within 24 hours of placing your order: Eligible for a full refund.
Your order will be fully refunded if it is cancelled within 24 hours of purchase. Please submit a help ticket from Contact Us if you decide to cancel the order. For orders cancelled after 24 hours of purchase but before shipment, a 15% cancellation fee is applied. We will NOT accept an order cancellation request if the order has already been shipped.
After the order has shipped: Order cancellation requests cannot be accepted.
Proper Return Requests:
Items sent back without a return request will not be accepted.
Please ensure all returns are properly processed before shipping.
Shipping Costs:
Return shipping costs are at your own expense.
We do not offer Freight To Collect (FTC) services.
Double-Check Returns:
Ensure the items being returned are from our website. We are not responsible for processing returns of items purchased elsewhere.
Non-Refundable Fees:
The original shipping fee and Shipping Guarantee are non-refundable.
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Processing Time:
- Refunds to credit cards may take 10-30 business days, depending on your bank’s processing time.
- We process refunds to your card account within 24 hours, but your bank may take additional time to transfer the funds.
- For detailed information, please contact your card-issuing bank.
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Recommendation:
- Use the cheapest registered airmail method available for returns.
- Confirm the return shipping fee with your local post office.
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Return Shipping:
- Please email us at support@purplehecate.com with your order number for return shipping details.
- Return shipping costs are not covered by us.
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No Relisting Fee:
- We do not charge any relisting fees for returned items.
Return Address:
Do not send your return to the address on your package. This is not our return address and may delay processing.
Contact us to get the correct return address.
Customer Support:
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- For any questions or assistance, please email us at support@purplehecate.com.
We appreciate your understanding and cooperation. Thank you for shopping with us!
