Refund policy

Refund, Damage & Lost Package Policy

Effective Date: August 17, 2026 Brand: Pure Petal Glow | purepetalglow.com

Our Commitment

Pure Petal Glow stands behind every product we ship. If your order arrives damaged or goes missing in transit, we will work with you to make it right — through a fair, documented review process.

We take pride in our products and our customers. To protect both, all claims are subject to verification.

Damaged Items

If your order arrives damaged, you must notify us within 30 days of the delivery date as confirmed by carrier tracking.

To submit a damage claim, email contact.us@purepetalglow.com with:

Your order number
Clear photos of the damaged item(s)
Clear photos of the outer shipping packaging (all sides, including the bottom)
A brief description of the damage

Why we require packaging photos: Carrier damage has a distinct signature — impact marks, punctures, or crushing that originates from outside the box. We cross-reference your photos with carrier records as part of every review. Claims submitted without packaging photos cannot be processed.

What happens next: Our team will review your claim within 1–2 business days and respond with next steps. Approved claims will be resolved by replacement or store credit at our discretion. We reserve the right to request additional documentation before making a determination.

Lost or Missing Packages

If your tracking shows delivered but you haven't received your package, or if your package has not moved in 10+ business days:

First, check with neighbors, building management, or any household members
Contact your local carrier facility with your tracking number
If the package remains unresolved, contact us at contact.us@purepetalglow.com

Lost package claims must be submitted within 30 days of the estimated delivery date.

We verify all lost package claims against carrier tracking data and, where applicable, file a carrier investigation on your behalf. Claims inconsistent with carrier records will not be approved.

Returns & Refunds

Due to the nature of skincare products and hygiene standards, Pure Petal Glow does not accept returns on opened or used products.

Unopened, unused items in original packaging may be returned within 14 days of delivery for store credit only. Return shipping costs are the responsibility of the customer. Items must be received in resalable condition to qualify.

We do not issue refunds to the original payment method except in cases where an item was shipped in error or a verified manufacturing defect is confirmed by our team.

Claim Limitations & Fraud Prevention

To protect our customers and our brand, the following limitations apply:

One claim per order. Duplicate claims for the same order will not be processed.
One damage or loss claim per customer per 12-month period, unless exceptional circumstances are documented and verified.
Claims that cannot be substantiated through photo evidence or carrier records will be declined.
Pure Petal Glow reserves the right to flag accounts with a pattern of claims and decline future claims accordingly.
Fraudulent claims may be reported to the relevant authorities and payment processors.

What We Do Not Cover

Damage caused after delivery
Incorrect shipping addresses provided at checkout
Packages marked delivered to the correct address where no damage claim is filed within 30 days
Dissatisfaction with results (skincare results vary by individual; we encourage you to review ingredient information before purchasing)