Returns & Refund Policy

Return

“Return” is the action of sending back an item purchased by the Buyer to the Seller on the pureoptimum website.

Replacement

“Replacement” is the process of providing a product in place of another. A Buyer may request a replacement if the item is damaged in shipping, defective, missing components, or the wrong item was shipped.

When raising a return/replacement request, the Buyer is asked to select a reason. Common reasons include:

• Item is defective
• Item was damaged during shipping
• Product(s) missing
• Wrong item sent by the Seller
• Size mismatch
• Item was expired
• Return may also result in a refund in most cases

An intimation will be sent to the Seller seeking approval or rejection of the return/replacement request.

Points to Note

The Seller may accept a return/replacement at their discretion irrespective of policy.

If a Seller disagrees with a return/replacement request, the Buyer may file a dispute.

We encourage Buyers to review listings carefully before purchasing. If a Buyer orders the wrong item, the Buyer is not entitled to return/refund.

Return/replacement requests must be raised within the applicable window for the product, along with photographs (outer parcel box and received items) or other proof as requested by pureoptimum.

Once a return/replacement request is raised (via our support channels), the Seller will process the return/replacement after receiving the returned shipment. Refunds will be completed within 30 (thirty) days from the date of reverse pick-up.

If the Seller does not have the product in stock, the Seller may issue a refund in lieu of replacement. All product parameters and eligibility conditions apply to replacements.

All shipping and other replacement charges are borne by the Seller.

Return Acceptance Conditions

Place your return request by raising an issue in your pureoptimum account or by emailing us at info@pureoptimum.com.

• Wrong Product/Size Exchange: raise within 7 days of delivery with photographs (parcel box and received items) or other proof.
• Missing Item(s): file within 2 days of delivery with photographs (parcel box and received items).
• Damaged/Leaked Product: if outer packaging is visibly damaged, do not accept delivery. If accepted and later found damaged/leaked, file within 2 days with photographs (parcel box and product).
• Near-Expiry/Expired: if items are past or near expiry (for medicines, less than 6 months to expiry is considered near-expiry), raise within 7 days with clear photos showing expiry dates.

Important Points to Remember

• Products must be returned in unused, original condition with all price tags, labels, invoice, original packing (including box), freebies, and accessories. If these conditions are not met, pureoptimum is not liable to re-ship the returned product(s).
• For multi-item orders where only one item is damaged, pureoptimum will replace/refund only the damaged item, not the entire order. If unavailable, a refund will be issued for the damaged item.
• In refunds, the full amount paid by you, including shipping charges, will be returned.
• Once your return is approved, a pickup will be arranged. After receipt and verification, a replacement or refund will be initiated.
• If reverse pickup is unavailable at your location, you may self-ship the product. For self-shipment, pureoptimum will reimburse courier charges up to ₹50 upon valid proof.
• Replacement is subject to stock availability. If unavailable, a refund will be issued.

Return/Replacement Non-Acceptance Conditions

We may be unable to support returns/replacements in the following cases:

• Return request is made after the specified time window.
• Wrong ordering, partially consumed strips/products.
• Incidental liquid leakage up to 25% of total product quantity (evaporation/courier handling). Leakage above 25% is covered.
• Missing items from the return package (price tags, labels, invoice, original packing, parcel box, freebies, accessories).
• Defective/damaged products covered under manufacturer warranty (contact the manufacturer directly).
• Damage due to misuse or incidental damage by the customer.
• Specific hygiene/medical categories once used (e.g., elastic supports, stockings, bandages, tapes).
• Books/reading material are not returnable once purchased.
• Consumables that are used or where the seal is broken.
• Products with tampered or missing serial numbers.

We assure you that all products sold on pureoptimum are brand new and 100% genuine. If the product you received is damaged, defective, or not as described, our Friendly Returns Policy applies.

pureoptimum Replacement Guarantee

If you receive a wrong/defective product, you can return it for a replacement within 7 days of delivery. For damaged/leaked/missing products, file the return within 2 days of delivery. Please contact us or raise an issue from your pureoptimum account. The item will be recalled and a replacement shipped at the earliest (subject to stock).

If you are not satisfied with the size of elastic supports delivered, you can request an exchange in a different size (product must be unused and in original condition).

After we receive the product, it will be verified against your claim, and a replacement or refund will be processed accordingly.

pureoptimum reserves the right to cancel return requests in the event of fraudulent or unjustified complaints regarding product quality/content.

Return Process

1. For return intimation, please visit https://www.pureoptimum.com
2. Our customer care team will verify your claim within 72 business hours from receipt of the complaint.
3. Once verified as genuine, pureoptimum will initiate collection of the product(s) to be returned.
4. Please pack the product(s) in the original manufacturer’s packaging.
5. Refunds will be completed within 30 (thirty) days from the date of reverse pick-up (if required).

Cancellation Policy

Customer Cancellation

You can cancel an order directly from your pureoptimum account until it is shipped. Orders once shipped cannot be cancelled. If you no longer need the product after shipping, you may refuse delivery; a refund will be initiated after the product is received by us.

Other Cancellations

pureoptimum may cancel orders that our courier partners are unable to accept/service due to certain reasons. Other scenarios include:

• Non-availability of the product
• Errors in pricing information provided by partners
• Non-availability of the requested quantity
• Any other reason beyond the control of pureoptimum

Once a refund request is approved, the amount will be refunded within 30 days to the original payment method.

Replacement of products typically takes 7–10 working days (subject to stock and logistics).