Refund Policy
At Purlpivot, we want you to be satisfied with your purchase. If you need to return an item or report a problem with your order, please review the policy below.
1. 30-Day Return Window
Customers may request a return within 30 calendar days from the date the order is delivered.
The 30-day return period begins on the date the customer receives the order, not on the order date or shipment date.
Return requests submitted after the 30-day return period may not be accepted.
2. Return Eligibility
To be eligible for a return, the item should generally:
- Be unused and in its original condition
- Include original packaging, accessories, manuals, or components where applicable
- Include proof of purchase or a valid order number
- Meet the requirements described in this policy
Items that have been used, altered, damaged after delivery, or returned without prior authorization may not qualify for a return or refund.
For hygiene and safety reasons, certain beauty and skincare products may not be eligible for return once opened, used, or unsealed where applicable. Any product-specific restrictions will be stated on the relevant product page or communicated by our customer support team.
3. How to Request a Return
Before sending any product back, please contact Purlpivot Customer Support.
Email:
support@purlpivot.com
Phone:
+85295331498
When requesting a return, please provide:
- Your order number
- The item you wish to return
- The reason for the return
- Photos or other supporting information when applicable
After reviewing your request, we will provide return authorization and return instructions if the return is approved.
Return Address
If your return request is approved, please send the product to:
HONG KONG DOME INTERNATIONAL LIMITED
UNIT 35, FLAT B, 11/F, WONG KING IND BUILDING
2-4, TAI YAU STREET
SAN PO KONG, HONG KONG
Please make sure the return package includes your order number or other identifying information as instructed by our customer support team.
Products should not be returned until the return request has been approved by our customer support team.
4. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return.
Returns Due to Customer Preference
The customer is generally responsible for return shipping costs when the return is due to reasons such as:
- Change of mind
- Ordering the wrong product
- Choosing the wrong size, style, color, or option
- No longer wanting the item
- Other reasons not caused by a product defect or Purlpivot error
Original shipping charges, if any, may not be refundable unless required by applicable law or the return is caused by our error.
Returns Due to Purlpivot Error
Purlpivot will cover reasonable return shipping costs when a verified return is caused by:
- A damaged item
- A defective item
- An incorrect item being shipped
- Another verified fulfillment error caused by Purlpivot
Return shipping arrangements must be approved by our customer support team before the product is sent back.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 calendar days after delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photos or other evidence showing the problem, when applicable
After reviewing the information provided, Purlpivot may offer an appropriate resolution, which may include:
- A replacement
- A refund
- Another reasonable resolution depending on the circumstances
Please do not discard the product, packaging, shipping label, or other relevant materials until your claim has been reviewed.
6. Refund Processing
Once an authorized return has been received, we will inspect the returned item.
We will normally complete the refund review within 5 business days after receiving and inspecting the returned item.
If the refund is approved:
- The refund will be issued to the original payment method
- We will process the approved refund within 5 business days
- Your bank, credit card issuer, or payment provider may require an additional 3–7 business days for the refund to appear in your account
The exact time required for the refund to be posted depends on your financial institution or payment provider.
7. Refund Amount
For approved returns caused by customer preference, the refund generally covers the eligible returned product amount.
Return shipping costs are normally the customer's responsibility in these cases.
For verified damaged, defective, incorrect, or other eligible items caused by Purlpivot's error, we will provide an appropriate refund, replacement, or other resolution in accordance with this policy.
Any applicable shipping charges, taxes, or other amounts will be handled in accordance with the circumstances of the return and applicable law.
8. Non-Returnable or Ineligible Returns
A return may be rejected or may not qualify for a full refund if:
- The return request is submitted outside the applicable return period
- The item has been used, opened, or altered where applicable
- The item was damaged after delivery due to customer handling
- Required parts, accessories, or components are missing
- The item was returned without prior authorization
- The item was sent to an unauthorized return address
- The returned item does not match the product originally purchased
- The product is subject to a product-specific hygiene or return restriction disclosed on the relevant product page
Any additional product-specific return restrictions, where applicable, will be stated on the relevant product page.
9. Order Cancellation
Cancellation requests should be submitted within 12 hours after placing the order.
We will make reasonable efforts to accommodate cancellation requests submitted within this period.
However, once an order has entered fulfillment, shipping preparation, or has already been dispatched, cancellation may no longer be possible.
If an order has already been shipped, the customer may need to wait until the item is delivered and then request a return in accordance with this policy.
10. Lost or Undelivered Orders
Returns apply to products that have been delivered to the customer.
If an order has not been delivered or is confirmed lost in transit, please refer to our Shipping & Delivery Policy for the applicable procedures.
If a package is confirmed lost by the carrier, Purlpivot will review the circumstances and determine an appropriate resolution.
11. Contact Us
If you have questions regarding returns, refunds, damaged or defective items, incorrect orders, or cancellations, please contact:
Purlpivot Customer Support
Email:
support@purlpivot.com
Phone:
+85295331498
We will review your request and provide assistance in accordance with this policy.
Purlpivot
Purlpivot is an online store specializing in beauty and skincare products, operated by HONG KONG DOME INTERNATIONAL LIMITED.
Company Name:
HONG KONG DOME INTERNATIONAL LIMITED
Company Address:
UNIT 35, FLAT B, 11/F, WONG KING IND BUILDING,
2-4, TAI YAU STREET, SAN PO KONG, HONG KONG