Returns & Refund Policy

Last updated: 26 September 2026

At PureTi, we stand behind the quality of our products and want you to feel confident in your purchase. This policy explains how to request a change-of-mind return and what to do if an item is faulty, damaged, incorrect or has not arrived.

Your rights under the Australian Consumer Law apply in addition to this policy and our Lifetime Warranty. Nothing in this policy limits or excludes rights or remedies that cannot lawfully be excluded.

 

1. Change-of-Mind Returns

If you change your mind, you may request a return within 30 days of receiving your order, provided the item:

• Is unused and in its original condition.

• Includes its original packaging, accessories and supplied components.

• Is accompanied by your order number or other proof of purchase.

• Is not excluded from our change-of-mind offer below.

To request a return, email hello@pureti.com.au. We will provide return instructions for items that meet these conditions. Please send the item within 14 days of receiving those instructions, unless we agree to an extension.

Once the item has been received and its condition checked, you may choose a refund of the purchase price paid for the returned item to your original payment method or store credit.

For change-of-mind returns, you are responsible for return shipping costs, and the original delivery charge is not refunded.

 

2. Change-of-Mind Exclusions

Our change-of-mind offer does not apply to:

• Sale items.

• Clearance or final-sale items.

• Custom-made or personalised products.

• Gift cards.

• Downloadable products.

• Products that have been used, damaged by the customer or returned without their original packaging and supplied components.

These exclusions apply only to change-of-mind returns. They do not affect your rights under the Australian Consumer Law if a product is faulty, incorrectly described or otherwise fails to meet a consumer guarantee.

 

3. Faulty, Damaged or Incorrect Items

If your item arrives damaged, is incorrect, develops a fault or does not match its description, please contact hello@pureti.com.au.

Please include:

• Your order number or other proof of purchase.

• A description of the issue.

• Clear photos of the issue, if available.

• Photos of the packaging and shipping label, if relevant and available.

Please report damage or incorrect items as soon as reasonably possible so we can investigate promptly.

The 30-day change-of-mind period and requirements for unused condition and original packaging do not apply to claims under the Australian Consumer Law. Your entitlement to a remedy depends on the nature of the issue and the circumstances of the purchase.

We may assess the product before providing a remedy:

• Major failure: You may choose a refund or replacement under the Australian Consumer Law.

• Minor failure: We will provide an appropriate remedy free of charge within a reasonable time. If the issue is not resolved within a reasonable time, further remedies may be available.

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

 

4. Lifetime Warranty

Our Lifetime Warranty provides additional coverage for manufacturing defects in PureTi products and their supplied components.

Please refer to our Lifetime Warranty page for its coverage, exclusions and claim process. For warranty assistance, email care@pureti.com.au.

The warranty is in addition to your rights under the Australian Consumer Law. An issue does not have to qualify under our voluntary warranty for you to have rights under the law.

 

5. Returning an Item

Please contact us before sending a product back so we can provide the correct return instructions and delivery address.

All product returns are handled through our designated returns facility. Do not send products to our PO Box.

Pack the product securely to help prevent damage during transit. We recommend using a trackable shipping service and keeping your postage receipt and tracking details.

Original packaging is required for our voluntary change-of-mind returns, but it is not required for a valid claim concerning a faulty product under the Australian Consumer Law.

 

6. Return Shipping and Assessment Costs

Change-of-mind returns: You are responsible for return shipping costs.

Faulty, damaged or incorrect items: We will arrange or reimburse reasonable return shipping costs where required by applicable law or our Lifetime Warranty. If you have paid reasonable return costs for an accepted claim, please email your postage receipt to us to request reimbursement.

Where the law requires us to collect an item, we will arrange collection within a reasonable time.

Before arranging any collection or inspection for which a charge may apply if no problem is found, we will explain the circumstances in which you may be charged and provide a reasonable estimate. No charge will apply where the assessment or return must be provided free of charge under applicable law or our Lifetime Warranty.

 

7. Refund Processing

Where a return is reasonably required to assess or complete a refund, we may require the item to be returned to our designated returns facility before processing the refund, subject to applicable law.

Where applicable law requires us to accept evidence of return or provide a remedy without a physical return, we will do so.

We will notify you of the outcome after assessment and process approved refunds promptly. Refunds are generally made to the original payment method unless we agree with you on another method.

After we process your refund, please allow 5–10 business days for it to appear, depending on your bank or payment provider. Contact us if it has not appeared after that time.

For change-of-mind returns, original delivery charges are not refunded. Where an order fails to meet a consumer guarantee, we will refund or reimburse delivery charges and other reasonably foreseeable losses where required by law.

 

8. Orders That Have Not Arrived

If your order is delayed or tracking shows “delivered” but you cannot find it, please contact hello@pureti.com.au.

You may also wish to check around your property and with household members, neighbours or building management who may have accepted the parcel.

We will review the tracking and delivery information and work with the carrier to investigate. A “delivered” tracking status does not, by itself, close your enquiry.

We will assess the circumstances, including any delivery instructions and available delivery evidence, and provide an appropriate resolution where required by applicable law.

 

9. Store Credit and Gift Cards

Store credit is an optional alternative to a refund for an eligible change-of-mind return.

Store credit issued for a return will be valid for at least three years from the date of issue. Its expiry date and any conditions of use will be provided when it is issued.

We will not substitute store credit for a refund you are legally entitled to receive unless you choose to accept it.

Gift cards and promotional vouchers are subject to their stated terms and applicable law. Store credit and gift cards are generally not redeemable for cash, except where required by law.

Purchases made using store credit or gift cards retain the same applicable consumer guarantee rights as purchases made using other payment methods.

 

10. Payment Disputes

If you initiate a chargeback, payment dispute or similar claim, we may provide the relevant bank or payment provider with order information, correspondence, tracking details, delivery evidence and return instructions to respond to the claim.

A payment dispute does not change either party’s rights or obligations under applicable law. Where return of the goods is legally required, we will provide appropriate return instructions.

Refunds and required returns will be handled in accordance with applicable law and the relevant payment provider’s rules.

 

11. International Orders

Any mandatory consumer protections that apply to an international purchase continue to apply.

Please contact us before returning an item from overseas so we can provide suitable return instructions. We will explain the applicable return arrangements and costs, subject to your legal rights.

 

12. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits provided by this policy and our Lifetime Warranty are in addition to your other rights and remedies under the law.

 

13. Contact Us

PureTi

Returns and order enquiries: hello@pureti.com.au
Warranty enquiries: care@pureti.com.au
Phone: 1800 787 384
Postal address: PO Box 1012, Bondi Junction NSW 1355, Australia

Customer service hours: Monday to Friday, 9 am–5 pm Sydney time, excluding NSW public holidays.

Our postal address is for correspondence only. Please contact us for the designated product return address.