Returning a product to PureWay is simple when you know the steps and requirements. This guide explains how to request a Return Merchandise Authorization (RMA), which items are eligible for return, and the policies around restocking fees, refunds, and non-returnable products. Following these guidelines ensures your return is processed smoothly and efficiently.
General Return Policy
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 After 30 Days
Returns requested after 30 days will not be accepted unless the product is unused. Such returns may also be subject to a restocking fee.
Used or Expired Products
Used or expired products cannot be returned under any circumstance.
Non-Returnable Product Categories
Certain product categories are non-returnable. Details for these items are provided below.
Note: This return policy applies only to Direct Customers and Distributor Customers.
Return Process
This section walks you through how to request a Return Merchandise Authorization (RMA), pack your item properly, and understand who pays for shipping.
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
Write your RMA number clearly on the package and send it to:
PureWay Compliance, Inc.
Attn: Returns – RMA# [Your RMA Number]
1908 East Dominguez St, Carson, CA 90810, USA
Shipping Costs
Return shipping will be paid or reimbursed by PureWay.
Used Product Returns
For safety and compliance reasons, used products cannot be returned. This section explains which items are eligible, what to do if a product has been opened but not used, and how to get help if you’re unsure.
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.
Note: If there is any doubt, contact Customer Service before initiating a return.
Restocking Fee for Unused Products
Late returns of unused items may have a restocking fee to cover processing costs.
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
Once we receive your return, here’s what to expect when your return is processed.
Processing Time
Allow up to 15 days from receipt of your return for processing.Credit Card Posting
Refunds may take 1–2 billing cycles to appear on your account.Notification
You will receive an email when your refund or exchange has been processed.
Returns, Non-Returnable, and Damaged Items
Some items can’t be returned due to safety, health, or program rules. This section explains which products are non-returnable and what to do if your item arrives damaged or defective.
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
Damaged Defective Items
If your item arrives damaged or is defective, please contact Customer Service immediately to arrange a refund or exchange.
Need Help?
If you have any questions or need help:
Call: 877-765-3030
Email: support@pureway.com
Business Hours: Monday–Friday, 9 AM – 5 PM CST
We’re here to guide you through the return process and ensure your experience is smooth and hassle-free.