📖 General Return Policy (Direct Customers and Distributor Customers Only)

At PureWay, your satisfaction is our priority. If you are not completely satisfied with your purchase, you may return it for a full refund, credit, or exchange within thirty (30) days of the original purchase date.

Returns requested after 30 days will not be accepted unless the product is unused and may be subject to a restocking fee.
Used or expired products cannot be returned under any circumstance.
Certain product categories are non-returnable as detailed below.

📦 Return Process

To initiate a return:

Request a Return Authorization. Email our Customer Service team at support@pureway.com to obtain a Return Merchandise Authorization (RMA) number. Please include your original order number and the reason for the return.
Prepare Your Package. Clearly mark the RMA number on the return package and send it to: PureWay Compliance, Inc. Attn: Returns - RMA# [Your RMA Number] 1908 East Dominguez St Carson, CA 90810 United States
Shipping Costs. Return shipping will be paid or reimbursed by PureWay.

🚮 Used Product Returns

Used products are non-returnable due to safety and compliance considerations.
If a used product is sent back, it will not be accepted and will be returned to the sender at their expense.
For products that are opened but unused, please ensure they are returned in their original packaging and in a saleable condition.

If there is any doubt, contact Customer Service before initiating a return.

💰 Restocking Fee for Unused Products

If you return an unused product after the 30-day window, and it is accepted under special approval, a restocking fee will be applied.
The restocking fee covers administrative and inspection costs and will be deducted from your refund.

💸 Refund Timeline

Please allow 15 days from the time we receive your return to process your refund or exchange.
Refunds may take 1–2 billing cycles to appear on your credit card, depending on your provider.
You will be notified via email once your return has been processed.

🚫 Non-Returnable Items

The following items are not eligible for return or exchange:

Used or expired products
COVID-19 PPE and infection control products (non-returnable and non-cancelable due to health and supply chain concerns)
ECO II Replacement Kits