Refund policy

Refunds and Returns Policy

We want you to love your new products and we stand behind every Pure Prep product.

If something isn’t right, we’ll sort it.

Change of mind

Returns are accepted within 14 days of delivery.

Items must be unused, in original packaging, and in a resaleable condition.
Return shipping costs are the responsibility of the customer.

Refunds will not be issued if the goods arrive broken or used when returned to Pure Prep.

IMPORTANT: Items purchased while on sale or during any other promotional event are not eligible for a change of mind refund.

If returning a bundle set of products, the whole set will need to be returned. Individual components of a set will not be accepted.

Faulty or damaged

In the unlikely event your goods have arrived damaged or faulty, please email us at hello@pureprep.com.au within 5 days of receiving your order. Please include your order number, full name, photos and description of the damaged goods. We’ll sort it out for you.

For all other questions regarding your purchase, please contact us at hello@pureprep.com.au We will do our best to resolve any issues or queries that you have.

Care matters

Our products are designed for everyday use and built to last. To be eligible for a refund or replacement, items must be used and cared for in line with our care guidelines. Damage caused by misuse, improper handling, or failure to follow care instructions won’t be covered.

What we don’t accept

  • Used items (unless faulty)
  • Items not in original condition
  • Sale items (unless damaged or faulty).

Refunds

Once your return is received and approved, refunds are issued to your original payment method within 5–10 business days.

Shipping costs are non-refundable unless the item is faulty.

Exchanges

We don’t offer direct exchanges. Return your item and place a new order.

Start a return

Email hello@pureprep.com.au with your order number and reason. We’ll take it from there.

Missing items

If your order arrived with incorrect items, please contact us at hello@pureprep.com.au so that we can sort it out fo