Refund policy

Return Policy

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

Eligibility for returns
To be eligible for a return, your item must be in the same condition you received it: unused, unopened (when applicable), and in its original packaging. You’ll also need your receipt or proof of purchase.

How to start a return
Email us at support@puremysa.com with your order number and the reason for the return. Returns must be approved before sending anything back.

Return shipping address
Puremysa Returns
Hickory Hills, IL 60457
(Full return address will be provided after your return request is approved.)

Return shipping costs
If your return is accepted, you are responsible for return shipping costs unless we approve an exception in writing.
In rare cases, we may offer a courtesy refund or credit that includes return shipping at the customer’s cost. In very rare cases, we may cover return shipping ourselves. Any exception is at our sole discretion and must be confirmed by email before you ship the item.

Important
Items sent back without first requesting and receiving return approval will not be accepted.

Damages, defects, and wrong items
Please inspect your order upon delivery and contact us within 48 hours if your item is defective, damaged, leaking, or you received the wrong item. Include photos of the item, packaging, and shipping label so we can evaluate the issue and make it right.

Color and appearance variation
Because our products use different materials and small-batch processes, color and appearance may vary from photos. This is normal and not considered a defect.

Scent strength and performance (read diffusers)
Scent strength can be adjusted by adding or removing reed sticks, flipping reeds, and placement (room size, airflow, temperature, and humidity). Because scent perception and performance are subjective and depend on customer use/environment, we cannot accept returns based on scent strength, scent preference, or “not strong enough” feedback.

Non-returnable items
We do not accept returns for:

  • Opened or used fragrance products (including diffuser liquids, refills, and oils)

  • Personal care items (including fragrance products)

  • Custom or personalized items

  • Sale items and gift cards

  • Hazardous materials, flammable liquids, or gases

Exchanges
We do not offer direct exchanges. The fastest way to get what you want is to return the item (if eligible). Once the return is approved, you can place a new order.

Refunds
Once we receive and inspect your return, we’ll notify you whether your refund is approved. If approved, refunds are issued to the original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved, contact support@puremysa.com.

European Union 14-day right of withdrawal
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. Items must be unused, unopened (when applicable), and in original packaging, with proof of purchase. Return shipping is the customer’s responsibility unless required otherwise by law or approved by us in writing.

Questions
Email support@puremysa.com for any return-related questions.