Return Policy
𝐏𝐑𝐎𝐁𝐋𝐄𝐌 𝐖𝐈𝐓𝐇 𝐘𝐎𝐔𝐑 𝐎𝐑𝐃𝐄𝐑?
If your order has a problem, contact us by email through the contact page. DO NOT ship back products without authorization through the return process. We can resolve all issues with you quickly and with personal attention.
- 𝗥𝗲𝗰𝗲𝗶𝘃𝗲𝗱 𝗱𝗲𝗳𝗲𝗰𝘁𝗶𝘃𝗲 𝗽𝗿𝗼𝗱𝘂𝗰𝘁?
- 𝗥𝗲𝗰𝗲𝗶𝘃𝗲𝗱 𝘁𝗵𝗲 𝘄𝗿𝗼𝗻𝗴 𝗽𝗿𝗼𝗱𝘂𝗰𝘁?
Solution: We replace it!
We have a 20-day return policy, which means you have 20 days after receiving your item to request a return.If you receive your product from us with these issues, please hold the product and all Packaging. With your cooperation and photo documentation of your package and items we will investigate, offer a solution and ship out any replacements needed.
𝗪𝗛𝗔𝗧 𝗜𝗧𝗘𝗠𝗦 𝗔𝗥𝗘 𝗥𝗘𝗧𝗨𝗥𝗡𝗔𝗕𝗟𝗘?
- 𝐖𝐢𝐭𝐡𝐢𝐧 𝟐𝟎 𝐝𝐚𝐲𝐬 𝐨𝐟 𝐭𝐡𝐞 𝐨𝐫𝐝𝐞𝐫 𝐝𝐚𝐭𝐞.
- 𝐈𝐧 𝐨𝐫𝐢𝐠𝐢𝐧𝐚𝐥 𝐜𝐨𝐧𝐝𝐢𝐭𝐢𝐨𝐧: 𝐫𝐞𝐬𝐞𝐥𝐥-𝐚𝐛𝐥𝐞.
- 𝐔𝐧𝐮𝐬𝐞𝐝 𝐨𝐫 𝐮𝐧𝐝𝐚𝐦𝐚𝐠𝐞𝐝.
- 𝐈𝐧 𝐭𝐡𝐞 𝐨𝐫𝐢𝐠𝐢𝐧𝐚𝐥 𝐩𝐚𝐜𝐤𝐚𝐠𝐢𝐧𝐠.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Notice: Delivery fees are non-refundable
HOW TO RETURN?
- Please contact our customer service first via email : support@purplehecate.com
- If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@purplehecate.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
- custom products (such as special orders or personalized items)
- personal care goods (such as beauty products)
- bras, bikinis, swimwear, underwear, panties
- hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Kind reminder:
Return packages should be authorized. Any return request not authorized by the customer service will not be honored. The mailing address will be provided by mail after submitting the application.
Exchange policy:
All exchange requests will be processed as refunds. Exchange is not available at this time. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.
Order Cancellation：
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. We will NOT accept an order cancellation request if the order has already been shipped.
Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@purplehecate.com
Return Address：Room A112, 1st Floor, Ricacorp Industrial Building, 8 Ng Fong Street, San Po Kong, Kowloon, Hong Kong
Kind reminder:If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Contact us:
If you have further questions / issues, please don't hesitate to contact us at support@purplehecate.com
