Returns & Refund
Returns & Refunds
If something isn't quite right, we're here to help. Our returns process is designed to be clear, thoughtful and as simple as possible.
Contact us within 14 days of receiving an eligible item to request a return.
Eligible change-of-mind returns must remain unused and in their original condition.
Contact us promptly if an item arrives damaged, faulty or incorrect.
Your experience matters beyond checkout.
We want you to feel confident when shopping with B Pure Therapy. If you need to return an eligible item, receive the wrong product or experience an issue with your order, the information below explains what to do.
Our Return Window
For eligible products, you may contact us to request a return within 14 days after receiving your order.
Please contact us before sending any item back. Returns sent without first contacting B Pure Therapy may not be processed correctly.
Once an eligible return has been authorised, please send the item back within the timeframe communicated by our customer care team and, where applicable, within the period required by consumer law.
Nothing in this policy limits any statutory consumer rights that apply to your purchase.
Eligible Returns
For a standard change-of-mind return to be eligible, the product should generally:
- Be unused and in its original condition.
- Be returned with its original packaging where reasonably possible.
- Include any accessories, components or items supplied with the product.
- Not show signs of use, damage, alteration or misuse after delivery.
- Meet any hygiene and safety requirements described in this policy.
- Be accompanied by information that allows us to identify the original purchase.
We may ask you to provide your order number, email address or other reasonable information so we can locate and verify your purchase.
Personal-Care Products
Because B Pure Therapy offers beauty, wellness and personal-care products, certain items require additional hygiene protections.
Some opened products cannot be returned.
Products that are sealed for health protection or hygiene reasons may not be eligible for a change-of-mind return once the seal has been broken after delivery where applicable law permits this restriction.
This may include certain personal-care, skincare, beauty, wellness or intimate-contact products depending on their nature and packaging.
This hygiene restriction does not remove your rights if an item is faulty, damaged, defective or incorrectly supplied.
Damaged, Faulty or Incorrect Items
Please inspect your order after delivery and contact us promptly if an item is damaged, defective, faulty or different from what you ordered.
To help us review the issue efficiently, we may request:
- Your order number
- A short explanation of the problem
- Clear photographs or video showing the item and the issue
- Photographs of the packaging where relevant
- Any other reasonable information needed to investigate the claim
Where appropriate, we will review the available resolution options, which may include a replacement, repair, refund or another remedy required by applicable consumer law.
How to Request a Return
Please do not send an item back before contacting us. Start your return request using the steps below.
Email our customer care team with your order number and the reason for your request.
We will review your request and provide return instructions if the item is eligible.
Package the approved return carefully and follow the return instructions provided to you.
Return Shipping
For eligible change-of-mind returns, customers may be responsible for the cost of returning the product unless applicable law requires otherwise.
If an item is confirmed to be faulty, damaged, defective or incorrectly supplied, we will handle reasonable return arrangements in accordance with applicable consumer rights.
Do not return products directly to a manufacturing partner, supplier or an address shown on the parcel unless B Pure Therapy specifically instructs you to do so.
Return Inspection
Once your return is received, it may be inspected to confirm that it meets the applicable return conditions.
Where a returned product shows use, damage, missing components or handling beyond what is reasonably necessary to inspect the product, this may affect the amount that can be refunded where permitted by law.
We will contact you if additional information is required before we can complete the return.
Refunds
Once an eligible return has been approved, the applicable refund will be issued to the original payment method unless another method is required or agreed.
After we issue a refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account.
The timing of that final banking process is controlled by your financial institution rather than B Pure Therapy.
Original standard delivery charges will be refunded where required by applicable consumer law. Additional or upgraded delivery charges may not be refundable where the law permits.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Because some B Pure Therapy products are sent directly to manufacturing partners or suppliers for processing and fulfilment, an order may enter the fulfilment process shortly after it is placed.
If an order has already been processed or dispatched, we may not be able to stop the shipment. Where you have a legal right to cancel, your applicable cancellation rights remain unaffected.
Orders Shipped Separately
Some products may be fulfilled directly by different manufacturing partners or suppliers.
As a result, products within the same order may occasionally arrive in separate packages at different times.
If only part of your order has arrived, please check any available tracking information before submitting a missing-item claim, as another parcel may still be on its way.
Statutory Consumer Rights
This Returns & Refund Policy is intended to explain our standard return process and does not exclude, restrict or replace any mandatory consumer rights available to you under applicable law.
In particular, different rules may apply where products are faulty, not as described, unsafe or otherwise fail to meet legal standards.
Customers in different countries or regions may also have additional statutory protections that apply independently of this policy.
Contact Us
If you would like to request a return, report a damaged or incorrect product, or ask a question about a refund, please contact our customer care team.
128 City Road
London, EC1V 2NX
United Kingdom
From choosing something new to making things right when they don't go as expected, we want every B Pure Therapy experience to feel considered, transparent and cared for.