Returns

All Pura Stainless products carry a 100% satisfaction guarantee.

We abide by the Australian Consumer Law.
We are not required to provide a refund or replacement if you change your mind or you have accidentally ordered the incorrect item.

Only items from our purastainless.com.au and purastainless.co.nz can be returned for a refund, store credit or exchange.  Items purchased from other retailers, including online or brick and mortar stores, will need to be returned to their original place of purchase.

Refund, Store Credit & Exchange Conditions

If you wish to make an exchange, store credit or return, your item needs to be returned within 2 weeks of when you received your order.
The exception are orders that are discounted, products that are on sale, or silicone tops and lids (for hygienic purposes).
Please refer to the Discounts and Sales section below for more information.

All items must be returned in original, unopened, unused, unworn and unwashed condition.  Upon inspecting the returned item, we will then gladly process your request.  (Bottles Only) You are responsible for the cost required to send back the item.

Please note that return items that have been used, damaged, altered from their original condition or package damaged will not be exchanged, and will be returned to you the customer.

Exchange or Store Credit
All items must be returned in original, unopened, unused, unworn and unwashed condition.  Upon inspecting the returned item, we will then gladly exchange or process a store credit for your item.  (Bottles Only) You are responsible for the cost required to send back the product.  And for the resending cost if choosing an exchange. An invoice will be emailed to you if a self addressed paid satchel is not sent with the return.

How to Request a Return
Please reply back on your original order confirmation receipt.  This will make the process quicker. Then let us know via the email what you would like to return, and if making an exchange, what you wish to exchange to. We will then email you your Return Authorisation Number, instructions and address.
Please use the shipping method of your choice to return items.  When shipping products back to Pura Stainless, we recommend using a trackable method.  Please retain your tracking number for delivery verification;  Pura Stainless is not responsible for lost packages or cost of returns, unless you were sent the incorrect items.

Once the Items are Received
Once the item has arrived, it will be inspected.
If the item meets our return conditions we will process your exchange.
An invoice will then be emailed to you for the shipping (Pricing from $12) if a self addressed paid satchel is not sent with the return.
Please allow up to 10 business days once your package arrives at our facility for the exchange to be processed.
Please note that return items that have been used, damaged, altered from their original condition or package damaged will not be exchanged, and will be returned to you the
customer.  (There may be fees apply to RTS items)

Refund Request
Refund Requests  are considered change of mind and we will refund your item, we do process an administration fee of 10% of the total order which will be deducted from
your refund.
Follow the instructions for an Exchange for a Refund Request.

Cancellation of Orders
Placing an order and making payment with us is confirmation that you are making a purchase.  Once we receive your order, your order may not be altered, changed or cancelled if the order payment has been processed. 
Cancellation of orders is change of mind and there is an administration fee of a minimum of 10% (dependant of where the order is in preparation).

Discounts & Sales Policy
Orders which are discounted or have items on sale are not eligible for return or exchange. Discounts codes are not applicable to sale items. Discount codes are only valid for the date/s stated on in-stock items while supplies last.  Previous purchases are not eligible for the discount. Restrictions apply, and offer is subject to early termination at any time without notice.

Bottles that are damaged during the shipping process:  If you ordered your bottle from www.purastainless.com.au and it has arrived damaged, please contact us by replying to your order confirmation invoice.  If you use your bottle for any length of time, it cannot be returned or replaced due to shipping damage.

Warranty Policy - Making A Claim
To make a warranty claim please send an e-mail to sales@purastainless.com.au and include a description of the problem, how it occurred and pictures of the issue. Our warranty department will respond within 2 business days.