Refund policy

Return & Refund Policy

Effective for orders shipped to the United States and Canada only.

At Purix, we want to make things clear from the start. Because our products are single-use disposable lens wipes, we only accept returns or refunds for verified product quality issues. We do not accept returns for change of mind or other non-quality-related reasons unless we approve an exception in writing.

1. Return and Refund Eligibility

We only accept return, replacement, or refund requests when:

the product arrives damaged, or
the product has a confirmed manufacturing or quality issue

For approved quality-related cases, we will normally offer a replacement/reshipment first. If a replacement is not available or is not practical, we may issue a refund instead.

2. Claim Submission Deadline

To be eligible for review, you must contact us within 3 calendar days after the package is marked as delivered by the carrier.

Your request must include:

your order number
clear photos of the outer packaging
clear photos or video showing the product issue
a brief description of the problem

Claims submitted after the 3-day window may be rejected.

3. Return Shipping Deadline

If we approve a return, we will provide return instructions. The approved item must be shipped back within 5 calendar days after our return approval is sent, unless we state otherwise in writing.

Returns sent without our approval will not be accepted.

4. Resolution Priority: Replacement Before Refund

For verified quality issues, our preferred solution is:

replacement/reshipment, then
refund, if replacement is unavailable or not reasonable

This is because some issues can be resolved faster through reshipment than through a full return-and-refund process.

5. Return Shipping Costs

For approved quality issues

We will cover the return shipping cost if a return is required
We will also refund the original shipping charge, if applicable

For non-quality-related returns

We generally do not accept non-quality-related returns.

If we make an exception in writing for a non-quality-related return:

the customer is responsible for return shipping costs
original shipping charges are non-refundable
no restocking fee will be charged

6. Non-Returnable / Non-Refundable Situations

We do not accept returns, replacements, or refunds in the following situations:

opened or used single-use disposable wipes
damage caused by misuse, improper handling, or other human-caused damage
delivery failure due to an incorrect or incomplete shipping address provided by the customer
the tracking status shows delivered, but the customer claims the package was not received
return requests made after the required deadline
returns shipped back without our written approval

7. Delivered but Not Received

If the tracking shows the package as delivered but you cannot find it, this is not treated as a product quality issue and is therefore not eligible for refund or return under this policy.

We recommend that you:

check with household members, neighbors, building management, or the delivery location
contact the carrier directly
file a carrier claim if needed

We may assist by providing shipping details, but we cannot guarantee a refund or replacement in these cases.

8. Return Authorization and Return Address

Because our orders may be shipped from China and we may also use a U.S. warehouse, do not send any item back without contacting us first.

If a return is approved, we will provide the correct return address. Depending on the case, the approved return address may be:

a U.S. warehouse return point, or
another designated return address

Packages returned to an unauthorized address will not be accepted.

9. Inspection and Approval

Once we receive your request, we will review the submitted evidence. If a return is required, the returned item may be inspected before a final refund decision is made.

We reserve the right to deny claims that:

do not show sufficient proof
fall outside this policy
involve excluded situations listed above

10. Refund Processing Time

If your refund is approved, it will be issued to your original payment method. Please allow a reasonable processing period for the payment provider or bank to complete the refund.

Actual posting times may vary depending on your payment method and financial institution.