Refund policy

Thank you for choosing our products! We are committed to providing you with high-quality service and products. If you are not satisfied with your purchase or encounter any issues, we are here to assist you with returns and exchanges. Please read the detailed return and exchange policy below.

If you have any questions, feel free to leave a message in the comment box (located at the bottom of the homepage) or email us at:

You can choose the section you are interested in reading:

  1. Scope of Application
  2. Return and Exchange Conditions
  3. Return and Exchange Period
  4. Return and Exchange Process
  5. Shipping Costs
  6. Refund Method and Timing
  7. Exchange Policy
  8. Exceptions and Special Cases
  9. Customer Service

1. Scope of Application

This policy applies to all products purchased through our official website (or designated sales channels). Please make sure to read and understand this policy before requesting a return or exchange.

2. Return and Exchange Conditions

We accept return and exchange requests in the following cases:

  1. Product Quality Issues: If the product is damaged during shipping or if you receive a defective product.
  2. Incorrect Product: If the product you received does not match your order.

Non-Returnable and Non-Exchangeable Situations:

  • Custom/Direct Sale Orders: Once submitted, custom or direct sale orders cannot be changed or returned unless there is a quality issue. Upon submitting your order, production of personalized items begins immediately. If you wish to cancel, a 30% restocking fee will apply.
  • Exceptions: A 30-day return policy is provided. After 30 days, the product is no longer eligible for return.

3. Return and Exchange Period

You can apply for a return or exchange within 30 days of receiving the product. Please submit your request as soon as possible to avoid affecting your rights. Please note that late requests will not be processed. Thank you for your understanding.

4. Return and Exchange Process

  1. Submit Request: Contact customer service within 30 days of receiving the product, explaining the reason for the return or exchange, and provide the order number and relevant photos as proof.

    • Contact Information: Customer Service Email: help@pureflygifts.com

  2. Approval: We will review your return/exchange request within 2 business days. If approved, customer service will provide detailed return instructions and the return address.

    • Return the Product: Follow the instructions to return the product. Ensure the product is unused, in its original packaging, and includes the original invoice and any accessories. If the product does not meet the return/exchange conditions, we will return the product without processing the refund or exchange request.

  3. Refund/Exchange Processing: Once we receive and inspect the returned product, we will process your refund or exchange within 7 business days. Refunds will be returned via the original payment method.

5. Shipping Costs

  • Quality Issues or Incorrect Products: If the return or exchange is due to a quality issue or incorrect product, we will cover the shipping costs.
  • Personal Reasons: If you return a product due to personal reasons (e.g., dissatisfaction, unfit, etc.), you are responsible for the shipping costs.

6. Refund Method and Timing

  • Refund Method: Refunds will be issued to the original payment method. For credit card payments, refunds usually take 7-14 business days to appear in your account.
  • Refund Timing: We will process refunds within 7 business days after receiving and inspecting the returned product. Actual refund time may vary depending on the bank's processing.

7. Exchange Policy

  • Exchange Process: If you need an exchange, please contact customer service to confirm stock availability. The exchange will be processed within 5 business days after receiving the returned product.
  • Exchange Shipping Costs: We will cover shipping costs for exchanges due to quality issues or incorrect products. For other reasons, you are responsible for the shipping costs.

8. Exceptions and Special Cases

  • Holiday Policy: During holidays, we may make appropriate adjustments to the return and exchange policy. Please check our website for updates.

9. Customer Service

If you have any questions about returns and exchanges or need further assistance, please feel free to contact our customer service team:

  • Email: help@pureflygifts.com
  • Working Hours: Monday to Friday, 9:00 AM - 6:00 PM

Important Reminder: The final interpretation of this policy belongs to our company. We reserve the right to modify the policy without prior notice.