Return Policy
This policy explains how to return a product bought from ThePurio. Please read each section before sending anything back. This policy works with our Refund Policy.
Return Window
You may ask for a return within 30 days of delivery. For a standard return, the product must be unused and in its original condition. It must also include the original box, parts, accessories, and manuals.
The unused rule does not apply when a product arrives damaged or has a confirmed defect. We will review these cases based on the problem and the proof provided.
Items We Cannot Take Back
Opened nasal cannulas and other opened hygiene items cannot be returned. This rule helps protect customer health and safety.
We cannot accept a return that was sent without approval. Products sent to the wrong address may be refused or returned to the sender.
Proof We Need
Please send clear proof with your request. This helps us check the product and choose the right solution.
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A photo of the product as it arrived.
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A photo of the product before you send it back.
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A short video that shows its condition or the reported problem.
For a damaged or defective product, a video of the problem is very helpful. If a file is unclear, we may ask you to send it again. We will not deny a valid return only because one photo is blurry.
Start a Return
Email support@thepuriohelp.com within the 30-day return window. Include your order number, the reason for the return, and the requested photos or video.
We usually reply within 2 to 3 business days. If the return is approved, we will send the correct warehouse address and return steps.
Do not send the product before you receive approval. The return address may be different from the address shown on your package.
Return Shipping
Send the product only to the address given by our support team. Use a shipping service that provides tracking. After shipment, email the tracking number to us.
For a change-of-mind return, you must pay the return shipping cost. A 15% restocking fee will be taken from the approved refund.
If we confirm that the product is damaged, defective, wrong, or missing parts due to our error, we will give you return instructions. We will also cover the approved return shipping cost when a return is needed.
What Happens Next
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Email your request and proof to our support team.
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Allow 2 to 3 business days for our reply.
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Receive approval, the return address, and shipping steps.
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Send the product to that address and share the tracking number.
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Allow 5 to 7 business days for inspection after delivery to our warehouse.
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Allow 3 to 5 business days for an approved refund or replacement to be processed.
Once a refund is sent, your bank may need another 3 to 7 business days to post it. Return transit time and bank posting time are not part of our review time.
Refund or Replacement
The result depends on the reason for the return:
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Damaged or defective product: Choose a full refund or a free replacement.
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Wrong product or missing item: Choose a full refund or the correct item at no extra cost.
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Product does not match the needs shared with us: If you clearly described your needs before purchase and the product does not match them, you may receive a full refund.
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Change of mind: You may receive a refund after the 15% restocking fee. You must also pay for return shipping.
All refunds and replacements depend on return approval and inspection. The product received must match the details and proof in the approved request.
Limited Warranty
Defective units have a 14-month limited warranty for replacement. Warranty claims may require proof of purchase and a short video of the fault.
The warranty covers confirmed product faults. It does not cover misuse, accidental damage, changes to the product, or use against the instructions.
Contact Us First
If there is a problem with your order, please contact us before starting a payment dispute. This gives us a chance to check the order and offer a refund or replacement when one is due. This request does not limit any rights you have under applicable law.
Email: support@thepuriohelp.com
Phone: +1 3073107855
