Returns & Exchanges FAQsUpdated 4 months ago

What is the Puraclenz Return/Refund Policy?

Puraclenz offers a 30-Day Full Product Refund policy on new purifiers.*
If you're not satisfied for any reason, you may return your product within 30 days from the shipment date.

To qualify for a refund:

• Request a return authorization from Customer Service within 30 days of shipment

• Once approved, you’ll receive a free return shipping label

• The return must arrive at our Return Center within 2 weeks of receiving the label

• The product must be in good physical condition, including all accessories and filters

• Product must be shipped from the same country it was purchased in

Refunds are issued within 10 business days after the return is received and cleared by our Return Center.

❌ What voids the refund policy?

• Any product that has been disassembled, altered, or misused

• Operation not following the Puraclenz User Guide

🚫 * Exceptions to the 30-Day Refund Policy

These items are final sale and not eligible for return or sitewide promotional offers:

• Certified Refurbished Purifiers

• Replacement Parts, including:

  • Core 750 Filter

  • Recharge Cell

  • Core 750 Lamp

  • Photon Pre-Filter

• Subscription orders (after being processed and shipped)

• Express shipping charges

📦 How do I initiate a return?

1. Contact Customer Service here within 30 days of shipment

2. If approved, you’ll receive a free shipping label

3. Ship the item back to our Return Center within 14 days of the label date

⏳ How long does it take to receive my refund?

Once your return is received and cleared, refunds are issued within 10 business days to your original payment method.

🔄 Can I exchange my purchase for a different model?

We do not currently offer direct exchanges or upgrades.
Instead, you may return your device within 30 days for a full refund, and then purchase the new model you prefer.

🚫 How do I cancel my order?

• We cannot modify or cancel orders once they’ve shipped

• If your order hasn’t shipped, we will try to stop it

• If your package arrives, contact us for help with the return process

♻️ Can I return a Refurbished Purifier?

No. Certified Refurbished Purifiers are final sale and not eligible for the 30-day trial return policy.
If you're having issues, contact us at [email protected].

Note: Express shipping fees are non-refundable.