Purex Solutions — Return & Refund Policy

Last Updated: August 12, 2026

At Purex Solutions, we want you to feel confident when shopping with us. If there is an issue with your order, our customer support team will work with you to find a fair solution.

Because our products include skincare, haircare, cosmetics, and other personal-care products, certain hygiene-related restrictions apply to returned products.

1. Eligibility for Returns

We accept returns in the following circumstances:

• You received a damaged product.
• You received the wrong product.
• Your order is missing an item.
• The product you received is defective or materially different from its description.
• The product was damaged during shipping.
• Another circumstance is covered by applicable UAE consumer-protection law.

For hygiene and safety reasons, we generally cannot accept returns of products that have been opened, used, tested, or otherwise tampered with, except where the return is required because the product is defective, damaged, incorrect, or otherwise covered by applicable law.

UAE e-commerce regulations provide consumers with return/exchange rights in circumstances including goods that arrive defective, incomplete, damaged, or contrary to the description provided by the digital merchant.

2. Damaged or Incorrect Items

Please inspect your order as soon as you receive it.

If your product arrives damaged, defective, or incorrect, contact us as soon as reasonably possible and provide:

• Your order number
• Your full name
• A description of the issue
• Clear photographs of the product
• Photographs of the outer packaging and shipping label, where applicable

Our team may request additional information to assess the issue.

If we confirm that the issue was caused by an error on our part, a product defect, or damage that occurred before delivery, we may offer a replacement, exchange, or refund, as appropriate.

Where applicable under UAE law, the costs associated with resolving a qualifying defective or damaged-product issue will be handled by Purex Solutions.

3. Change of Mind

We understand that sometimes you may change your mind after placing an order.

For sealed, unopened, unused products, Purex Solutions may accept a return at its discretion, provided the request is made within 14 days of delivery and the product remains in its original, unopened condition.

The product must:

• Remain unused and unopened
• Be in its original packaging
• Include all original components, labels, and accessories
• Not show signs of damage, contamination, or tampering

Return shipping costs for change-of-mind returns may be deducted from the refund or paid by the customer, unless otherwise required by applicable law.

Opened or used skincare, cosmetics, haircare, and personal-care products are generally not eligible for change-of-mind returns due to hygiene and safety considerations.

Nothing in this section limits any mandatory consumer rights that apply under UAE law.

4. Products That Cannot Be Returned

Unless the product is defective, damaged, incorrect, or otherwise subject to a mandatory legal right, we generally do not accept returns of:

• Opened or used skincare products
• Opened cosmetics or makeup
• Opened haircare products
• Products showing signs of use or contamination
• Products without their original packaging
• Products that have been damaged after delivery due to improper handling
• Products returned outside the applicable return period
• Gift cards or other non-returnable items, where applicable

5. Allergic Reactions or Skin Sensitivity

Purex Solutions sells personal-care products that may not be suitable for every individual.

We recommend reviewing the product's ingredients and following the manufacturer's usage instructions before use.

A reaction or sensitivity to a product does not automatically mean that the product is defective. However, if you believe you have received a defective, contaminated, counterfeit, or incorrectly supplied product, please contact us immediately so that we can investigate the matter.

If you experience a significant or concerning reaction to a cosmetic or skincare product, discontinue use and seek appropriate medical advice.

6. How to Request a Return

To request a return or report a problem with your order, contact our customer service team through the contact details provided on the Purex Solutions website.

Subject: Return/Refund Request — Order #[Order Number]

Please provide:

• Order number
• Customer name
• Product name
• Reason for the return
• Photos or videos, where relevant
• Any other information requested by our support team

Our team will review your request and tell you the next steps.

Do not send products back before receiving return instructions from Purex Solutions.

7. Return Approval

If your return is approved, we will provide you with the appropriate return instructions.

Depending on the circumstances, we may:

• Provide a replacement
• Provide an exchange
• Issue a full refund
• Issue a partial refund where appropriate
• Provide another appropriate resolution

The resolution will depend on the condition of the product, the reason for the return, and applicable consumer-protection requirements.

8. Refunds

Once an approved return has been received and inspected, we will process the applicable refund.

Refunds will generally be issued to the original payment method, where technically possible.

Depending on the payment provider or bank, it may take additional time for the refund to appear in your account.

Purex Solutions does not control the processing time of third-party banks or payment providers.

For qualifying defective or non-conforming goods, applicable UAE consumer-protection requirements will take precedence over this policy. UAE consumer-protection legislation provides remedies including repair, replacement, return, and refund in specified circumstances.

9. Cash on Delivery Orders

For Cash on Delivery orders, where a refund is approved, Purex Solutions may request the customer's bank or other appropriate payment details to process the refund.

Additional verification may be required to prevent fraudulent refund requests.

10. Shipping Costs

If the return is due to:

• Purex Solutions sending the wrong product
• A product arriving damaged
• A confirmed product defect
• Another issue attributable to Purex Solutions

we will handle the applicable return or replacement shipping costs, subject to the circumstances and applicable law.

For approved change-of-mind returns, the customer may be responsible for return shipping costs.

11. Exchanges

If you receive a damaged, defective, or incorrect product, we may offer an exchange or replacement instead of a refund where appropriate.

Replacement products are subject to availability.

If the requested replacement is unavailable, Purex Solutions may offer a refund or another appropriate resolution.

12. Refused or Undeliverable Orders

If an order is returned to Purex Solutions because the customer:

• Provided an incorrect or incomplete delivery address
• Refused delivery
• Was repeatedly unavailable to receive the order
• Failed to respond to delivery attempts

additional delivery or return charges may apply where permitted.

Any refund will be considered after the order has been returned to us and the applicable costs have been assessed.

13. Promotional Items and Discounts

If you return an item that was purchased as part of a promotion, bundle, discount, or special offer, the refund may be adjusted to account for the promotional pricing.

If returning one item from a bundle means that the remaining items no longer qualify for the original promotion, the value of the promotion may be deducted from the refund where applicable.

14. Fraudulent or Abusive Return Requests

Purex Solutions reserves the right to investigate unusual or potentially fraudulent return activity.

We may request additional information or evidence before approving a return.

This does not affect any consumer rights provided by applicable law.

15. Product Authenticity and Quality

Purex Solutions aims to supply genuine products sourced through legitimate channels.

If you believe that a product you received is not genuine, has been tampered with, or has a serious quality issue, please contact us immediately with your order details and supporting photographs.

We will investigate the matter and provide an appropriate resolution.

16. Legal Rights

This Return & Refund Policy is intended to explain Purex Solutions' normal return procedures and does not remove, restrict, or replace any mandatory rights available to consumers under applicable UAE law.

Where applicable law provides a consumer with a greater right or protection than this policy, the applicable law will prevail.

The UAE's consumer-protection framework applies to qualifying e-commerce transactions and protects consumers' rights concerning product quality, safety, accurate information, and appropriate remedies.

17. Changes to This Policy

Purex Solutions may update this Return & Refund Policy from time to time to reflect changes to our business, products, services, or applicable laws.

The latest version will be published on our website with its updated date.

18. Contact Us

If you have any questions regarding a return, replacement, or refund, please contact Purex Solutions through the customer-support details listed on our website.

Purex Solutions Website: purexsolutions.com Customer Support: gethelp.purexsolutions@gmail.com Phone/WhatsApp: +971 52 142 8625