Refund policy
Refund Policy
Last Updated: 2025-04-11
Thank you for choosing PureTallow for your skincare needs. We appreciate your business and aim to ensure your complete satisfaction with our products. If for any reason you are not fully satisfied, please see our return and refund policy below. Nothing in this Policy affects your statutory rights under applicable consumer protection laws.
14-Day Return Policy
You have 30 days after receiving your item to request a return. To qualify for a return, 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.
If a parcel is returned to us due to reasons such as being uncollected, refusal of delivery, or an incorrect/incomplete address provided at checkout, we will issue a partial refund. The refund will be based on the value of the products ordered, minus the shipping & handling cost we incurred for sending your order (currently €9) — even if you originally received free shipping, paid a discounted rate, or paid the standard €5.99 shipping fee.
To initiate a return, please contact us at support@puretallow.eu. Once your return is approved, you are responsible for arranging and paying for return shipping. We will provide you with instructions on how and where to send your package. Returns sent back to us without a prior return request will not be accepted.
Damages and Issues
Upon receiving your order, please inspect the item immediately. If the product is defective, damaged, or if you received the wrong item, contact us right away so we can evaluate the issue and make it right. In cases where the issue is due to our error (e.g. defective or incorrect item), we will of course cover any reasonable return shipping costs.
Exceptions / Non-Returnable Items
Due to hygiene and safety reasons, we cannot accept returns on opened or used skincare products. To be eligible for a return, the product must be unused, unopened, and in its original packaging.
Exchanges
To exchange an item, return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If your order was delivered within the EU, you have the right to cancel or return it within 14 days without giving any reason, in accordance with EU consumer protection laws.
To be eligible for a return under this policy, the item must be unused, unopened, and in its original packaging. Due to hygiene regulations, we cannot accept returns of skincare products that have been opened or used. You must also provide a receipt or proof of purchase.
For returns made under your statutory 14-day right of withdrawal, we will refund the product price and any standard delivery costs you paid for the original order. You are responsible for the direct costs of returning the goods to us, unless the return is due to our error (e.g. defective or incorrect item).
Refunds
We will notify you once we’ve received and inspected your return, and inform you if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 14 days from the date we receive the returned goods or proof that they have been sent back. Processing times for your bank or credit card company to post the refund may vary.
If more than 15 business days have passed since we approved your refund and you haven’t received it yet, please contact us at support@puretallow.eu.