Thank you for shopping at Purple Citrus!
If you are not entirely satisfied with your purchase, we’re here to help.
We will accept returns within 5 business days of your receipt of shipment.
All products will be assessed and must be returned in saleable condition. Partially used products will not be credited.
Since our products are used to produce cosmetics and ingredients must be verified unadulterated; raw material products may not be returned because once shipped we can no longer guarantee the purity of the products for our customers.
We are unable to accept returns of raw product/ingredients, any returns of these items will be refused at our discretion.
Please note that items that are indicated as samples, final sale or liquidation cannot be returned, refunded, or exchanged.
If you received a damaged product, please notify us immediately for assistance.
We are committed to making sure that you receive outstanding products in perfect condition. If your order is received damaged, we ask that you contact us immediately so that we can initiate an investigation and a claim with the courier.
We require photos of items, the shipping box as well as labels. We are happy to help replace items, or, refund missing items within 5 business days of receipt of your order, and damaged items within 24 hours of receipt.
If you are missing any item ordered, we sincerely apologize. We would like to get these products to you as soon as possible therefore, we ask that you notify us within 5 days of receipt unless otherwise notified of an item placed on back order due to unavailability at the time your order is packaged and shipped.
If you refuse shipment due to damage, please photograph the box and label and call us within 24 hours of refusal.
Products that are returned due to quality concerns will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s). Similarly, the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed unacceptable.
If you believe you have received an incorrect item(s) please contact us for further instructions.
Please note that you are responsible for return shipping costs until Quality Control has finished their investigation.
Requesting a Return
To request a return of an item:
Visit your order history and click the “submit a return request for this item” button under the product you wish to return.
To request a return of your entire order:
Visit your order history and click the “submit a return request for this order” button at the bottom of the page.
Return Merchandise Authorization Number
If your return is approved, we will issue an authorization number for your return.
All product returns require an authorization number clearly marked on the outside of the box along with the return authorization paperwork that will be provided to you.
Boxes without this number may be refused at the cost of the shipper.
BEFORE YOU RETURN A PRODUCT, PLEASE MAKE SURE THAT:
- The product was received within the last 5 business days
- The product is in its original packaging
- You have received a return authorization number from us
Shipping charges incurred in connection with the sale or return of a product are NOT refundable.
All returns must be shipped by ground service to avoid any customs and brokerage charges. If returned by any other shipping method, customers will be responsible for those charges or packages may be refused by Purple Citrus Inc. at our discretion.
Receiving a Refund
If we do not receive the returned merchandise or if it is damaged, a refund or credit will not be issued.
If the cost of a returned item is $5 or less, a credit will be applied to the customer’s account. There will be no refunds or replacement for that product. Refunds can take 7-10 business days for processing. If it is determined a refund will be issued, it must be issued to the original form of payment used for the original purchase. If the original form of payment is not available or is no longer valid, a store credit will be issued in lieu of a refund at our discretion.
All returns will be charged a 20% restocking fee if returned intact.
Our orders are processed promptly. Orders cancelled after they have been filled will be charged a 20% restocking fee.
We do not issue refunds for digital products once the order is confirmed and the product is sent.
We recommend contacting us for assistance if you experience any issues receiving or downloading our products.
If you have any questions about our Returns and Refunds Policy, please contact us: