Refund policy
30-Day Return Policy
You may request a return within 30 days of the confirmed delivery date.
To qualify for a return, the item must:
- Be unused, unwashed, and in its original condition
- Include its original packaging and accessories
- Show no signs of damage, misuse, alteration, or excessive handling
- Be accompanied by your order number or proof of purchase
To begin a return, email prepurastore@gmail.com with:
- Your full name
- Your order number
- The reason for the return
- Photos or videos of the item, when applicable
Returns must be approved before they are shipped. Items returned without authorization may not be accepted.
Once your return is approved, we will provide return instructions and the appropriate return address. Do not send returns to the address shown on the original package unless instructed to do so.
Return Shipping
Customers are responsible for return shipping costs for unwanted items, preference changes, or orders placed by mistake.
Prepura will cover reasonable return or replacement costs when:
- The wrong product was delivered
- The product arrived materially damaged
- The product has a confirmed manufacturing defect
Original shipping charges are nonrefundable unless the order arrived damaged, incorrect, or could not be fulfilled.
We recommend using a trackable shipping service. Prepura is not responsible for unauthorized returns or return packages lost in transit.
Damaged, Defective, or Incorrect Orders
Please inspect your order shortly after delivery.
If your order arrives damaged, defective, or incorrect, email prepurastore@gmail.com within 7 days of delivery. Include your order number and clear photos or videos showing:
- The item received
- The issue or damage
- The packaging and shipping label
After reviewing the claim, we may provide a replacement, partial refund, full refund, or another appropriate resolution.
Damage caused by misuse, accidents, improper cleaning, unauthorized alteration, or normal cosmetic wear is not considered a manufacturing defect.
Nonreturnable Items
The following items cannot be returned unless they arrived defective or incorrect:
- Items that have been used, washed, damaged, or altered
- Items missing packaging, parts, or accessories
- Gift cards
- Items marked final sale
- Returns requested more than 30 days after delivery
Order Changes and Cancellations
Contact prepurastore@gmail.com as soon as possible if you need to change or cancel an order.
We cannot guarantee changes or cancellations after an order has entered processing or fulfillment. Once an order has shipped, it must follow the standard return process.
Refunds
We will notify you after your return has been received and inspected.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days after the refund is processed for it to appear, depending on your bank or payment provider.
If more than 15 business days have passed since we approved your refund, contact prepurastore@gmail.com.
Lost or Undelivered Orders
If tracking shows no delivery or an order appears lost in transit, contact us so we can investigate with the shipping carrier.
If we are unable to ship an order within the stated or legally permitted timeframe, customers will be offered the choice to accept a revised shipping date or cancel for a refund. Federal rules generally require online sellers to ship within the advertised timeframe—or within 30 days if no timeframe is given—and to offer cancellation when a delay occurs.