Refund & Returns Policy
- Last Updated: April 07, 2026
We want you to feel confident ordering from Purevie. If something isn't right with your purchase, we're here to help. Please read the policy below carefully and contact us at support@purevie.co.uk with any questions.
KEY TIMELINES
14
Days to request a return
14
Days to process refund
30
Days for all enquiry responses
1. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The product is unopened and in its original condition and packaging
- You contact us within 14 days of receiving your order
- Proof of purchase (order confirmation or receipt) is provided
- Please note: For safety and hygiene reasons, we are unable to accept returns of opened or partially used supplement products. This applies to all Purevie products, including Shilajit Resin and Honey Sticks.
2. How to Request a Return
To initiate a return, please follow these steps:
- Email us at support@purevie.co.uk with your order number and reason for return
- We will respond within 14 days of receipt with return instructions
- Securely pack the item and send it to the address provided by our team
- We recommend using a tracked service - we cannot be responsible for items lost in return transit
3. Return Shipping Costs
Return shipping costs are your responsibility, unless the return is due to:
- A faulty or defective product
- An incorrectly supplied item (wrong product or quantity)
- A product damaged during delivery
In these cases, we will cover the cost of return postage or arrange a collection.
4. Refunds
Once your return is received and inspected, we will notify you of the outcome. If approved:
- A refund will be issued to your original payment method within 14 days of receiving the returned item
- Original shipping charges are non-refundable, unless the return is due to our error
- You will receive a confirmation email once the refund has been processed
Please allow a few additional business days for the refund to appear in your account, depending on your bank or payment provider.
5. Faulty or Damaged Products
If you receive a product that is damaged, defective, or not as described, please contact us within 14 days of delivery. Include the following in your email:
- Your order number
- A clear description of the issue
- Photographs of the product and packaging (where possible)
We will offer a full refund, replacement, or an alternative resolution at our discretion.
6. Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it. We will do our best to cancel before dispatch, but we cannot guarantee cancellation once an order has been fulfilled. If your order has already been dispatched, please follow the returns process above once you receive it.
7. Your Statutory Rights
Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. You have the right to return most goods bought online within 14 days of receipt for any reason (the "cooling-off period").
8. Contact Us
For all refund and return enquiries, please get in touch:
- Purevie, 60 Tottenham Court Road, Office 546, Fitzrovia, London, W1T 2EW
We will respond to all legitimate requests within 30 days.