Return Policy
At Purevoria, we want customers to have a clear and straightforward return experience.
This Return & Refund Policy applies to eligible purchases made through purevoria.com.
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team at:
Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not send products back without contacting us first.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
- Unused or in like-new condition
- Free from customer-caused damage
- Unaltered
- Returned with all original components
- Returned with included accessories
- Returned with cables and adapters supplied with the product
- Returned with manuals and documentation
- Returned in the original packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
We may inspect returned products before approving a refund.
3. Opened or Used Electronic Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used electronic products may be subject to inspection.
Returned products should not show signs of:
- Excessive use
- Misuse
- Physical damage
- Unauthorized repair
- Modification
- Missing accessories or components
- Damage caused by improper charging or handling
Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
- Personalized or customized products
- Gift cards
- Products clearly marked as final sale
- Products damaged through misuse or improper handling
- Products modified or repaired without authorization
- Products missing significant components because of customer handling
- Other products expressly identified as non-returnable before purchase
Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.
Nothing in this section limits statutory consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your order promptly after delivery.
If your order arrives:
- Damaged
- Defective
- Incorrect
- Missing accessories
- Missing components
- Incomplete
please contact us as soon as reasonably possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photographs of the product
- Photographs of the packaging
- A photograph of the shipping label where available
- A short video demonstrating the issue where relevant
For electronic products, a short video may be particularly helpful for issues involving:
- Power
- Charging
- Bluetooth connection
- Audio output
- Buttons or controls
- Other product functionality
After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.
6. Troubleshooting Before Return
For certain technical issues, our support team may first provide reasonable troubleshooting steps.
These may include:
- Charging the product
- Trying a compatible cable or adapter
- Resetting the device
- Re-pairing Bluetooth
- Testing with another compatible device
- Reviewing product settings
- Checking the user instructions
Troubleshooting helps determine whether the issue can be resolved without requiring a return.
You are not required to continue using a product that appears damaged or unsafe.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Incorrect product selection
- Compatibility issues that were accurately disclosed before purchase
- No longer wanting the product
- Other reasons not caused by an error on our part
customers are generally responsible for return shipping costs where permitted by applicable law.
If Purevoria confirms that a product was:
- Damaged
- Defective
- Incorrectly supplied
- Incomplete
- Otherwise eligible for seller-paid return costs under applicable law
we will provide the appropriate return or resolution instructions.
Please do not independently purchase expensive return shipping before receiving instructions from our support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
- Otherwise expressly stated by Purevoria
- The return results from an error on our part
- The product was defective or incorrectly supplied
- Applicable law requires reimbursement
9. Return Address
Return addresses may vary depending on:
- Product type
- Fulfillment location
- Customer destination
- Logistics arrangements
- Nature of the return
For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
Customers should package returned electronic products carefully to reduce the risk of damage during transit.
Where reasonably possible, please include:
- The main product
- Charging cables
- Adapters supplied with the product
- Accessories
- Manuals
- Product inserts
- Original packaging
- Other components originally included
Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
- Charging cables
- Audio cables
- Adapters
- Remote controls
- Mounting accessories
- Manuals
- Other included accessories
Any deduction will be based on the circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
- Product identity
- Return eligibility
- Product condition
- Reason for return
- Included accessories and components
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method.
Once Purevoria issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
These processing times vary and are controlled by the relevant financial institution.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
- Missing accessories
- Excessive use
- Customer-caused damage
- Unauthorized modification
- Unauthorized repair
- Improper handling
- Missing components
Any deduction will be assessed based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Where direct exchanges are unavailable, the most efficient option may be to:
- Request a return for the eligible original product.
- Complete the approved return process.
- Place a new order for the preferred product.
Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee cancellation once the order has entered:
- Processing
- Picking or packing
- Fulfillment
- Shipping preparation
- Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution may require additional processing time before the refund appears.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:
- Shipment status
- Carrier charges
- Product condition
- Return eligibility
- Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.
19. International Returns
International returns may involve additional:
- Shipping costs
- Customs procedures
- Carrier requirements
- Documentation
- Transit time
Please contact us before sending any international return.
We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.
20. Consumer Rights
This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
- Defective products
- Product conformity
- Repairs
- Replacements
- Returns
- Refunds
- Cancellation or withdrawal rights
Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand: Purevoria
Legal Entity: Wuhan Qudong Hezi Network Technology Co., Ltd.
Chinese Legal Name: 武汉趣动盒子网络科技有限公司
Registered Address:
Room 1117, 11th Floor, Tongda Plaza, No. 111 Wenhua Avenue, Jiangxia District, Wuhan, Hubei, China
Customer Support Email:
service@purevoria.com
For order-related inquiries, please include your order number and the email address used at checkout.
Please do not send complete credit card information or account passwords by email.
Purevoria.com is operated by Wuhan Qudong Hezi Network Technology Co., Ltd.