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 and items from limited-time promotions.
- Items marked as non-returnable or free gifts.
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.
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!
