Return & Refund Policy

Last updated: 2 July 2026

At Pure Source, we take great care in ensuring your order arrives safely and accurately. If there is an issue with your purchase, we're here to help.

For customers in the EU please see our EU returns & cancellations section below or follow our EU Withdrawal form on the contact page.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible, preferably within 7 days of receiving your order.

To help us resolve your claim quickly, please provide:

• Your order number

• A description of the issue

• Photographs of the product and any damaged packaging where applicable

Once your claim has been assessed, we will arrange a replacement, refund, or store credit where appropriate.

Authorised Returns

All returns must be authorised by Pure Source before being sent back. Please contact us to request return authorisation and instructions.

Returns sent without prior authorisation may experience delays in processing.

Change of Mind

Please choose your products carefully.

Due to the nature of skincare and personal care products, we are unable to accept returns or provide refunds if you change your mind after your order has been delivered.

At our discretion, we may accept the return of unopened, unused products that remain in their original, saleable condition. If approved, return shipping costs are the responsibility of the customer.

Refunds

Where a refund has been approved, it will be processed back to the original payment method used for the purchase.

Please allow several business days for your financial institution to process the refund after it has been issued.

Shipping charges are non-refundable unless the return is the result of our error or the product is faulty.

New Zealand Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer protection legislation.

If a product has a major fault or does not meet the guarantees required under New Zealand law, you may be entitled to a repair, replacement, or refund.

Contact Us

If you have any questions regarding returns or refunds, please contact our customer service team before returning any items.

Email: sales@puresource.co.nz

Phone: +64 7 347 8855

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.