Return & Refund Policy

RETURN & REFUND POLICY

Last Updated: October 24, 2026

Thank you for shopping with Purenlla.

This Return & Refund Policy explains how to request a return, who pays return shipping costs, how cancellations are handled, and when refunds are issued for purchases made through purenlla.com.

Purenlla is operated by Taiyuan Taitou Jianxi Trading Co., Ltd., which is responsible for order management, customer support, returns, refunds, and related after-sales services.

1. RETURN WINDOW

You may request a return for an eligible product within 14 calendar days after delivery.

Please email service@purenlla.com within this period and include your order information. The return window applies to the date you submit your request, rather than the date we finish reviewing it. A delay in our response will not invalidate a request submitted on time.

This standard return window does not limit any additional rights you may have under applicable law.

2. RETURN ELIGIBILITY

For returns based on personal preference or a change of mind:

• The product must be unused and in its original condition;
• Original packaging, accessories, and included components should be returned where applicable;
• An order number or other valid proof of purchase is required.

Products damaged through misuse, unauthorized modification, or handling after delivery may not qualify for a preference-based return.

These conditions do not automatically exclude claims involving products that arrived damaged, defective, incorrect, or materially different from their description. Such claims will be reviewed separately, including where a defect becomes apparent during normal use.

3. HOW TO REQUEST A RETURN

Before sending a product back, email service@purenlla.com with:

• Your order number;
• The product you wish to return;
• The reason for your request;
• Photos or videos where relevant to a damage, defect, or incorrect-item claim.

We will review your request and provide the applicable return instructions and return destination. If additional information is needed, we will explain what is required.

Please wait for our instructions before shipping a return so it can be directed to the correct facility.

4. RETURN SHIPPING COSTS

Personal Preference Returns

For eligible returns due to a change of mind, incorrect selection, or other reasons unrelated to a product or fulfillment issue, the customer is responsible for return shipping costs.

Before you send the item, we will provide the return destination so you can check the shipping cost. Where a return requires international shipping, this will be identified in the return instructions.

For preference-based returns, the original outbound shipping charge, if paid, is not refundable unless required by applicable law.

Damaged, Defective, Incorrect, or Misdescribed Products

If a product arrives damaged, defective, incorrect, or materially different from its description, please contact us with your order details and any relevant supporting information.

For a confirmed product or fulfillment issue, we will provide an appropriate replacement, refund, or return solution at no additional cost to you.

If we require the item to be returned, we will provide a prepaid return method or arrange reimbursement of reasonable return shipping costs agreed with you in advance. You will not be required to bear return shipping costs for a confirmed issue attributable to us or our fulfillment partners.

If an item is missing from your order, contact us so we can investigate and arrange an appropriate resolution.

5. RETURN ADDRESS AND SHIPPING INSTRUCTIONS

The return destination may differ from our registered business address or the address shown on the original package.

Once your return is approved, our customer support team will provide the appropriate return address and instructions. Please do not send returns to our business address unless specifically instructed.

Pack the product securely and retain your shipping receipt and tracking details, if available.

If you have already sent an item back without instructions, contact us with the shipment details so we can help locate it. Sending a return without prior approval does not remove any rights you have under applicable law, but it may delay processing.

6. ORDER CANCELLATIONS

To request cancellation, email service@purenlla.com as soon as possible and include your order number.

Cancellation requests can be considered before the order enters processing or shipment preparation. We will check the order status and confirm whether cancellation is still possible.

If cancellation is confirmed, we will issue a full refund to the original payment method within 5–10 business days.

If the order has already been processed, packed, or dispatched, we may be unable to cancel it. Eligible products may instead be returned after delivery under this policy.

A cancellation request is not confirmed until you receive confirmation from our support team.

7. RETURN INSPECTION AND REFUND DECISIONS

Once your return is received, we will inspect the product and review it against the applicable return conditions.

We will notify you of the refund decision by email. If a refund is declined or reduced, we will explain the reason. You may contact us if you believe relevant information has been overlooked.

If no return is required, we will confirm the refund decision after reviewing your claim.

8. REFUND METHOD AND TIMING

Approved refunds are issued to the original payment method used at checkout.

We process approved refunds within 5–10 business days after approval. This period begins when we confirm approval, rather than when the return request is first submitted.

Your bank, card issuer, or payment provider may require additional time to display the credit in your account.

For an eligible preference-based return, the refund covers the amount paid for the returned product, subject to the original shipping-charge treatment explained in Section 4.

For confirmed damage, defects, incorrect items, or material differences from the product description, the resolution will not require you to pay additional costs to correct the issue.

9. DELAYED OR MISSING REFUNDS

If you have not received a refund:

• Check your original payment account;
• Review the refund confirmation email;
• Contact your bank or payment provider to check whether the credit is pending.

If the stated refund-processing period has passed and you still need assistance, email service@purenlla.com with your order number and refund confirmation details.

Please do not send your full payment-card number, security code, password, or other sensitive payment credentials.

10. CONSUMER RIGHTS

This policy describes our standard return and refund procedures. It does not exclude or restrict consumer rights that cannot be waived under applicable law.

Where applicable law provides additional rights or remedies, those rights remain available.

11. CUSTOMER SUPPORT

For questions about returns, refunds, cancellations, damaged products, incorrect items, or missing items, please contact:

Customer Support Email:
service@purenlla.com

Customer Support Hotline:
+86-351-7341395

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT

Please include your order number when contacting us about an existing purchase.

12. BUSINESS INFORMATION

Brand Name:
Purenlla

Legal Company Name:
Taiyuan Taitou Jianxi Trading Co., Ltd.

Website:
purenlla.com

Business Address:
Room 702, Guoqiang Hotel, No.180 Kouzhuang West Road, Pingyang Road Sub-district, Xiaodian District, Taiyuan City, Shanxi Province, P.R.China

Customer Support Email:
service@purenlla.com

Customer Support Hotline:
+86-351-7341395

Purenlla is operated by Taiyuan Taitou Jianxi Trading Co., Ltd.