You may return merchandise purchased on Purelyinnovations.com for a full refund, less original shipping charges, based on original form of payment, within 30 days of the purchase date. An item must be returned in its unopened original packaging. You are responsible for the shipping charges incurred both on your original order as well as the charges to get the product back to us. To initiate a return, please contact customer service by clicking here.
If you believe you have received a defective product upon arrival, please contact us immediately at 1-888-871-8450, Mon-Thu 9:30AM -5:30PM (EST) Fri 9:30AM – 3:30PM for further instruction.
To return an item, please use our contact us form, or for additional assistance call, 1-888-871-8450, Monday - Thursday 9:30 am to 5:30 pm, Friday 9:30 am to 3:40 pm (EST).
At Purely, our priority is to make certain of your 100% satisfaction with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you can return it to Purely within 30 calendar days of receipt of item(s). Claims for damaged or missing items must be received within two business days of receipt of merchandise. All return items must be in new and unused condition, in original packaging, and be accompanied with a return authorization number. (See “How to return and item” below.)
Exchanges and Refunds
You have the option of receiving a refund for the full amount of the original purchase price or exchanging the item(s). Purely does not have an upgrade policy and cannot exchange for another product. Refunds on returned items will be issued in the matching payment form as tendered at the time of purchase, excluding freight charges. If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 business days for a credit to appear on your credit card statement.
Please carefully read conditions below. If conditions are not met, Purely reserves the right to refuse the return or to charge a restocking fee of 20%. Please note that Purely does not permit the return of or offer refunds for the following products: (1) Product that is custom configured to your specifications, including personalized products and (2) Product purchased from a 3rd party retail partner.
How to return an item
To return an item you'll need obtain a Return Material Authorization (RMA) number. Purely will not accept returns without prior authorization and an RMA number. If you have problems or questions, call our Technical Support number at 1-888-871-8450, or email Purely at cs@Purelyinnovations.com
-Place the original package into a shipping carton.
-Include the invoice and the reason for the return. If faulty, please specify the defect.
-Please do not place stickers or shipping labels on the original manufacturer's package.
-The RMA number must be clearly written on the outer box. If you received an emailed label from Purely, please print the label and tape it to the carton.
-Ship via insured ground service with a tracking number. Return shipping charges are the responsibility of the customer. We cannot accept C.O.D. deliveries and are not responsible for lost or damaged packages.
-Please allow 2-3 days from date we received the package for us to process your return.
-If you would like to cancel a pending order, you can do so provided that the order has not yet entered the shipping process. If the item you want to cancel has already entered the shipping process, it cannot be canceled by you or by our customer service department. However, you can return the item for a refund.
- All return shipping charges must be prepaid.
- Send pre-authorized returns to:
Purely Returns Dept.
5620 1st Avenue, Suite3
Brooklyn, NY 11220
-All returned or exchanged items must be in new condition, in their original box, and must include all packing material, manuals, documentation, and accessories. The value of any missing items will be deducted from the credit amount of a return. For exchanges, we will exchange only what the customer returns.
-Faulty items may be repaired or exchanged at our discretion for the equivalent model.
-Any merchandise missing the original Universal Product Code (UPC) cannot be returned.
NOTE: Purely recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Purely or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.
Non-functioning (NF) Product: Failure Out of the Box
A Purely-branded hardware product is considered NF if it shows symptoms of a hardware failure, preventing basic operability, when you first use it after opening the box. If you believe that your product is NF, please call Purely Technical Support at 1-855-5-Purely (335866) within 10 calendar days of the invoice date. This NF policy applies only to Purely-branded hardware products currently offered at the Purely Wireless Online Store. As new products are offered, Purely reserves the right to determine whether or not this policy applies. Purely Technical Support will determine whether the product is NF and offer you the following options:
-Replacement: Purely, at its expense, will ship another of the same product. Purely Technical Support will arrange for replacement and the NF product's return.
-If Purely Technical Support determines that a returned product is not NF, Purely will apply Purely's standard product warranty to the product. Further, if Purely determines that you have misrepresented a returned product's condition and that the product is not NF, Purely may impose up to a $30 handling fee.
If you're an APO/FPO customer and you're outside the domestic delivery area, the standard Purely Return and Refund Policy applies - with the exception that you're responsible for shipping the product back to a state-side return address, plus handling, customs, and inventory liability. Since you're responsible for the safe delivery of any product you're returning to mophie, we recommend that you insure it against loss.
If you discover what you believe is a product defect for any Purely-branded product, please contact Purely Technical Support at 1-888-871-8450. If your product does have a defect, your product is covered under the terms of your product's warranty. Please refer to the warranty information and other supporting documentation that came with your product. (See the Product Warranty section here for specific information about Purely's product warranties.
Retail partner purchases
Every genuine Purely product bought from Purelyinnovations.com or a authorized 3rd party retail partner is authorized for replacement due to warranty issues, however, we do not off returns or refunds on products bought from other 3rd party retailers. Please contact their customer support for more information.