Returns

Returns are only accepted within 14 days from date of delivery. Returns must be in original/new condition, including new/undamaged packaging and all pieces originally included.  

Only products bought directly from Pure Arts (www.purearts.com) can be requested for a return. 

To request a return, please contact support@purearts.com with the following information or message us Facebook Messenger:

1. Your full name on the order
2. Your order number
3. Your email & phone number used on the order
4. Reason for return 
   
   

Once the return request is approved, you will receive an RA# (return authorization #) and return instructions. Only returns with an RA# issued, will be accepted. Please wait for this return confirmation email. 

Customer is responsible and must pay for their own return shipping costs. It is advised to ship back the item to our warehouse with tracking information for your own peace of mind. We are not responsible for lost returned packages.

Once our warehouse receives, inspects, and approves your return, we will issue the refund back to the payment method used at the time of purchase, less the original shipping fees and the 15% non-refundable deposit. It can take between 5-14 business days to see the refund reflected in your bank/credit card depending on the payment method used.

NOTE:

• We do not approve return requests from malfunctions/damages that resulted from carelessness (eg. loss/misplaced, theft, accidentally dropping, lending to a friend, etc).
• We cannot schedule pickups for returned products. The customer is responsible for transporting the item to the post office or UPS drop off point. 
• As with all hand-crafted products, no two pieces of products are exactly the same; there are bound to be slight differences or minor imperfections (defined as non-visible in normal usage or viewing conditions).  Serious defects are defined as:
• Structural instability where products cannot be fitted/displayed properly
• Obvious visible and large cracks, chips, paint scratches
• Missing parts or pieces
• Bends in soft resin are NOT considered a serious defect as they can be heated and straightened. Due to temperatures during shipping, they can sometimes warp but can easily be bent back. Please email support@purearts.com for further instructions. 
• We will pay for return shipping only when the return is a result of our error, such as a serious defect or an error in filling your order. 
• PureArts will refund the product price minus any applicable shipping/return shipping charges and a 15% non-refundable deposit. Final decision is made at the sole discretion of PureArts.