Returns

At Purely Home, we understand that sometimes things don't go as planned. Whether you've received a damaged or faulty item, had a change of mind, or simply need to exchange a product, our returns process is designed to provide you with efficient and straightforward solutions. Below, we outline our returns process step by step, ensuring that you're well-informed and supported throughout the entire journey.

Step 1: Contact Us If you've encountered an issue with your purchase, the first step is to contact our customer service team. Please send us an email at returns@purelyhome.com.au, including detailed photos and videos of the damaged or faulty item. Providing clear documentation of the issue will help us assess your claim more effectively and expedite the resolution process.

Step 2: Assessment and Approval Upon receiving your email, our dedicated team will carefully review the provided evidence to determine the nature and extent of the damage or fault. We aim to respond to all return requests promptly, typically within 1-2 business days. If your return is approved as a damaged or faulty item, we'll proceed to arrange a courier pick-up at your convenience. Rest assured that we'll cover the cost of return shipping in these cases.

Step 3: Courier Pick-Up Once your return has been approved, we'll coordinate with our trusted courier service to arrange a convenient pick-up time from your specified address. Our goal is to make the return process as hassle-free as possible for you, ensuring that your damaged or faulty item is collected swiftly and efficiently.

Step 4: Inspection and Resolution Upon receiving the returned item at our warehouse, our team will conduct a thorough inspection to verify the reported damage or fault. If the item is deemed to meet the criteria for a damaged or faulty return, we'll proceed to process your refund or replacement promptly. You can expect to receive confirmation of the resolution within 5-7 business days of the item's return to our warehouse.

Change of Mind Returns:

Step 1: Contact Us If you've had a change of mind and wish to return an item, please contact our customer service team via email at returns@purelyhome.com.au. In your email, please provide details of the item you wish to return, along with your reason for the return.

Step 2: Shipping Costs and Restocking Fee For change of mind returns, the customer is responsible for covering the cost of return shipping to our warehouse. Additionally, please note that a 15% restocking fee will be deducted from your refund. This fee helps us cover the costs associated with restocking and processing returned items.

Step 3: Refund Processing Upon receiving the returned item at our warehouse, our team will conduct a thorough inspection to ensure that it meets our return criteria. Once the item has been deemed eligible for a refund, we'll proceed to process your refund, minus the restocking fee and original shipping costs. You can expect to receive confirmation of your refund within 5-7 business days of the item's return to our warehouse.

Exchanges:

Step 1: Contact Us If you'd like to exchange an item for a different size, color, or style, please contact our customer service team via email at returns@purelyhome.com.au. In your email, please provide details of the item you wish to exchange and specify the new item you'd like to receive.

Step 2: Shipping Costs and Restocking Fee For exchanges, the customer is responsible for covering the cost of return shipping to our warehouse, as well as the shipping costs for the new item. Additionally, please note that a 15% restocking fee will be applied to the exchange transaction.

Step 3: Processing Your Exchange Upon receiving the returned item at our warehouse, our team will conduct a thorough inspection to ensure that it meets our exchange criteria. Once the return has been processed, we'll arrange for the shipment of the new item to your specified address. You can expect to receive confirmation of the exchange within 5-7 business days of the returned item's receipt at our warehouse.

At Purely Home, our returns process is designed with your convenience and satisfaction in mind. Whether you're returning a damaged or faulty item, changing your mind, or seeking an exchange, we're here to assist you every step of the way. If you have any questions or require further assistance, please don't hesitate to contact our friendly customer service team. Thank you for choosing Purely Home, where your shopping experience is our top priority.