Refund & Cancellation Policy

Policy at a glance

We want you to love every PureStora purchase. If something doesn’t feel right, here’s the short version of how we resolve it.

Order cancellation by you

You can cancel a confirmed order at any time before it is picked up by our courier partner. Once a parcel has moved to picked-up, in-transit, out for delivery, delivered, or RTO status, self-cancellation is no longer available.

How to cancel

• Sign in to your PureStora account and go to My Orders.
• Open the order and click Cancel order on any item that is still pending pickup.
• Guest customers can cancel directly from the order-tracking link sent to their email.

What happens to your payment

• Prepaid orders. A full refund is initiated to your original payment method within 24 hours of cancellation. Banks typically credit the amount in 5–7 business days.
• COD orders. No payment was collected, so no refund is required. The order is closed and inventory is released.

Cancellation after pickup

If you need to cancel an order that has already been picked up by the courier, please contact us at support@purestora.com. Where the shipment can be intercepted, we will request the courier to RTO and process a refund per Section 10. Otherwise, please refuse delivery at your door or raise a return after delivery.

Cancellation by the vendor or by PureStora

In limited circumstances PureStora or a vendor may need to cancel an order — for example, when a product is unexpectedly out of stock, a pricing/inventory error is discovered, the shipping address is non-serviceable, fraud is suspected, or a vendor is unable to fulfil the order in time.

If this happens, you will be notified by email and a full refund of the amount paid will be issued automatically to your original payment method within 5–7 business days. No action is required from your side.

Return eligibility

You may raise a return request within 7 days from the date of delivery for any of the following reasons:

• The product was delivered damaged or defective
• The wrong item was delivered
• The product is materially different from its listing or images
• Parts or accessories are missing from the package
• The product is the wrong size/fit (where size is part of the listing)
• The quality is not as expected
• Change of mind (subject to the conditions below)

Conditions for a return

• The product must be unused, unwashed and in its original condition, with all tags, labels and inner packaging intact.
• Original invoice and packaging slip should be available for the pickup.
• Free gifts, samples and complimentary items received with the order should be returned along with the product.
• One return or exchange request is allowed per order line item.

Non-returnable items

For hygiene, safety and product-integrity reasons, the following are generally not eligible for return unless they are received damaged, defective or incorrect:

• Personal-care and beauty items where the seal has been opened or broken
• Food, beverages, edible oils, supplements and other perishable / consumable goods
• Innerwear, intimate apparel and reusable hygiene products
• Customised, made-to-order or personalised products
• Refill packs, plant matter, seeds and live products
• Items marked “Non-returnable” on the product detail page

The non-returnable status of a product is always clearly indicated on the product detail page before purchase.

How to raise a return

Raising a return on PureStora takes a minute:

1. Sign in and go to My Orders.
2. Open the delivered order and click Return / Replace on the relevant item.
3. Select the reason for return, choose between refund, replacement or store credit (where eligible), and upload supporting photos/videos if required.
4. Confirm your reverse-pickup address and contact number.

You will receive an email and SMS confirming the return request. The vendor (and PureStora, where applicable) will review the request and approve it within 24–48 hours. Once approved, a reverse pickup is scheduled with our courier partner.

Damaged, defective or wrong items

What to send

• Your order number
• An image of the invoice
• One image of the outer carton
• Two or more clear images (and a short video if possible) of the damaged or incorrect product

What happens next

• We will respond within 24–48 hours and confirm the resolution path.
• If a replacement is in stock, it is dispatched within 2 working days and delivered within 5–7 working days (Monday to Saturday, 9 AM – 7 PM, excluding Sundays and public holidays).
• For multi-item shipments, only the affected product is returned and replaced; the rest of the order is unaffected.
• If a replacement is not possible due to stock unavailability or product discontinuation, a full refund is processed within 2 working days of confirmation.

Missing items in a shipment

If a product is missing from your shipment, please report it within 48 hours of delivery by emailing support@purestora.com with:

• Order number
• Image of the invoice
• One image of the outer carton (with the courier label visible)
• Details of the missing item(s)

We will respond within 24–48 hours and arrange a replacement of the missing item — dispatched within 2 working days and delivered within 5–7 working days where stock permits. If the item cannot be replaced, a refund for that line item is processed within 2 working days.

Reverse pickup & inspection

• Reverse pickup is arranged by PureStora at no cost to you for eligible returns. Our courier partner will attempt pickup on up to two consecutive working days.
• Please pack the product in its original packaging, including all accessories, freebies and the invoice. Hand the package over only after the courier has scanned the AWB.
• Once the parcel reaches the vendor, it is inspected within 2 working days. If the product meets the return conditions described in Section 04, the refund or replacement is initiated immediately.
• If the product fails inspection (for example, it has been used, is damaged after delivery, or its seal is broken on a non-returnable item), the return will be rejected and the product will be sent back to your address. You will be notified by email.

Refund methods & timelines

Online (prepaid) orders

Refunds for orders paid by credit card, debit card, net banking, UPI or wallet are issued automatically to the original payment method as soon as the return is approved or the order is cancelled. Expect the credit to reflect in your account within 5–7 business days, depending on your bank.

Cash on Delivery (COD) orders

Since no payment is collected online for COD, refunds are processed by bank transfer (NEFT/IMPS) or UPI. After your return is approved, we will collect your bank/UPI details securely and credit the refund within 5–7 business days.

Store credit (PureStora wallet)

Where you opt in, refunds can be issued instantly as PureStora store credit, redeemable on any future order. Store-credit refunds reflect in your wallet immediately on approval.

What is included in your refund

• The full product price you paid, including applicable taxes.
• Original shipping charges, if the return is due to a damaged, defective, wrong or missing item.
• For change-of-mind returns, shipping charges (if any) are non-refundable.
• Reverse-pickup charges are borne by PureStora and never deducted from your refund.

Replacements & exchanges

• Where the product is in stock, you may opt for a replacement of the same item instead of a refund.
• Exchanges for a different size, colour or variant are subject to availability with the original vendor and to your reverse-pickup being accepted.
• Replacements are dispatched within 2 working days of the returned product being received and approved, and delivered within 5–7 working days.
• If a replacement cannot be fulfilled, your return is converted into a refund automatically and processed per Section 10.

Need help with a return or refund?

Our Customer Care team is here to help, and we typically reply within one working day.

• Email: support@purestora.com
• Website: www.purestora.com
• Hours: Monday to Saturday, 9:00 AM – 7:00 PM IST

Please keep your order number and any supporting photos handy when you write to us — it helps us resolve your issue faster.