Returns

Pure&Co Returns & Refunds Policy

Last updated: 6 October 2026

At Pure&Co, we want you to be happy with your purchase. This policy explains when we accept returns, refunds and exchanges.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

1. Change-of-Mind Returns

We do not generally accept returns simply because you have changed your mind, selected the wrong product or fragrance, ordered the wrong size or no longer want the product.

However, Pure&Co may choose to accept a change-of-mind return at our discretion.

Where we agree to accept a change-of-mind return:

the product must be unused and in its original condition;

the product must be returned in its original packaging;

the customer is responsible for return postage; and

original shipping costs are not refundable unless required by law.

For hygiene and safety reasons, we may not accept returns of opened or used soaps, oils or other personal-care products where it would be unreasonable or unsafe to resell them.

2. Faulty or Defective Products

If you believe a product is faulty or defective, please contact us as soon as reasonably possible.

Please provide:

your order number;

a description of the issue; and

photographs or other relevant information where appropriate.

We will assess the product and determine the appropriate remedy in accordance with Australian Consumer Law.

Depending on the circumstances, this may include:

a replacement;

a repair, where appropriate; or

a refund.

You will not be required to pay return postage for a product that is confirmed to be faulty or defective.

3. Damaged Products

If your order arrives damaged, please contact us as soon as possible.

Where possible, please retain the product and its original packaging until we have assessed the issue, as photographs and packaging information may be required when investigating damage that occurred during delivery.

Depending on the circumstances and your rights under Australian Consumer Law, we may provide a replacement, refund or other appropriate remedy.

4. Incorrect Products

If we have sent you the wrong product, please contact us as soon as possible.

We will arrange an appropriate remedy, which may include providing the correct product and arranging the return of the incorrect product at our expense.

5. Products Damaged Through Use

Pure&Co products must be used in accordance with the instructions and safety information provided with the product.

We are not responsible for damage caused by misuse, improper storage, failure to follow safety instructions or use outside the intended purpose, except where the Australian Consumer Law provides otherwise.

For candles, examples may include damage caused by improper burning, placing a candle on an unsuitable surface or failing to follow supplied candle-care instructions.

6. Hygiene Products

For health, hygiene and safety reasons, we generally cannot accept returns of opened or used soaps, oils or other personal-care products where the product is not faulty.

This does not affect your rights under Australian Consumer Law.

7. How to Request a Return

To request a return or report a problem with your order, contact us using the details below.

Please include:

Order number:
Product:
Reason for return:
Photographs, where relevant:

Please do not send products back without first contacting us and receiving return instructions.

8. Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

The time required for a refund to appear in your account may depend on your bank, card provider or payment service.

Where a refund is required under Australian Consumer Law, we will process it in accordance with the applicable legal requirements.

9. Exchanges

We do not generally offer exchanges for change-of-mind purchases.

Where a product is faulty, defective, damaged or incorrectly supplied, we will provide the remedy required under Australian Consumer Law.

10. Australian Consumer Law

Pure&Co products come with consumer guarantees under the Australian Consumer Law.

These guarantees cannot be excluded by this policy.

Depending on the circumstances, if a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy.

Your legal rights apply regardless of whether a product is purchased at full price, on sale or using a promotional discount.

11. Contact Us

For returns, refunds or questions about a product, please contact:

Pure&Co
Australia