Refund policy

Return Policy

Please review this policy before placing your order. Return eligibility depends on the product purchased, its condition, and the requirements below. Certain products are final sale.

Initiating a Return

All standard merchandise returns require prior authorization from Pure Spa Direct. To request a return, call or text 1-800-434-0018 or email service1@purespadirect.com with your order number, the item you wish to return, and the reason for your request.

For eligible merchandise, return authorization must be requested within 30 calendar days of delivery. Approved returns must be shipped within 7 calendar days of authorization.

If your return is approved, we will provide a Return Merchandise Authorization (RMA) number and return instructions. Return authorization is not final refund approval. Merchandise must be received, inspected, and confirmed to meet this policy’s requirements.

An order number or other verifiable proof of purchase from Pure Spa Direct is required.

Conditions for Return

To qualify for an approved return:

Merchandise must be unopened, unused, and in its original, clean, resaleable packaging.
Product packaging must be free of price stickers, glue residue, writing, shipping labels, and other alterations.
All original components, accessories, instructions, and items included in a set or kit must be returned.
Eligible apparel must be unworn and unwashed, with all original tags attached.
The item must not be designated final sale or fall within a non-returnable category below.

The return window does not make final-sale merchandise eligible for return. Discounted merchandise is subject to the same eligibility requirements unless specifically identified as final sale.

Shipping Your Return

Ship your return only to the address provided in your return authorization. Do not return merchandise to the address on the original shipping label unless we specifically instruct you to do so. Depending on the item, the authorized return location may be a manufacturer or vendor facility.

Follow the RMA instructions and pack merchandise securely in a protective shipping carton. Do not attach shipping labels directly to the product’s retail packaging.

Customers are responsible for return shipping costs for voluntary returns, such as merchandise ordered in error or no longer needed. Use a trackable shipping service and retain your shipping receipt. Shipping insurance is recommended, particularly for higher-value items.

For customer-arranged standard return shipments, the customer is responsible for loss or damage in transit and for pursuing any claim with their shipping carrier. Merchandise that is not received or arrives damaged may be ineligible for a refund.

Refund Details

Approved voluntary returns are subject to a 25% restocking fee, calculated on the returned merchandise’s purchase price after discounts.

Original shipping and delivery charges are non-refundable for voluntary returns. Return shipping costs are the customer’s responsibility.

The restocking fee and standard shipping deductions do not apply to authorized returns resulting from a Pure Spa Direct fulfillment error or a verified product defect, or where otherwise prohibited by law. Contact us for shipping instructions before returning an incorrect, damaged, or defective item.

Refunds are based on the amount actually paid for the returned merchandise. Applicable sales tax will be adjusted as appropriate. Refunds will be issued to the original payment method. Any approved refund involving financing will be coordinated through the financing provider.

Please allow up to 10 business days after the authorized return location receives your merchandise for inspection and refund processing, unless a shorter period is required by law. Your bank or payment provider may require additional time to post the credit.

Unauthorized or Ineligible Returns

Returns sent without authorization, sent to an incorrect location, shipped outside the authorized timeframe, or received in a condition that does not meet this policy may be rejected.

If merchandise received is ineligible for a refund, we will notify you and explain the reason. You will have 14 calendar days from that notification to contact us and arrange shipment of the merchandise back to you at your expense.

Please do not send merchandise without authorization.

All Sales Final on Specific Items

The following items are non-returnable and non-refundable for voluntary returns:

Replacement Parts & Components:
Includes replacement parts, accessories, attachments, bulbs, internal components, and replacement blades for hair clippers, trimmers, and similar tools. These items are non-returnable due to manufacturing variances and compatibility issues. Please confirm compatibility before ordering.
Personal Care & Hygienic Items:
Includes (but is not limited to) nail implements, skin tools, hair brushes and combs, razors, waxing tools, applicators, lash and brow tools, needles, lancets, single-use or disposable items, cosmetics, skincare, earrings, body jewelry, and select apparel. These items are final sale for hygienic reasons.
Beauty Appliances & Grooming Tools:
Includes hair clippers, trimmers, shavers, epilators, grooming devices, and any electric or manual personal care tools once sold.
Media & Educational Materials:
Books, DVDs, CDs, digital downloads, online courses, video, and internet/email-based content are final sale.
Gift Cards:
All e-gift card purchases are final sale and are not eligible for return, refund, or exchange, except where required by law. Gift cards cannot be redeemed for cash except where required by law. Please confirm the gift card amount and recipient information before completing your purchase.
Special Orders:
Custom, bulk, made-to-order, seasonal, or non-stock items are not eligible for return or cancellation.
Furniture & Equipment:
All furniture and equipment orders—including custom or made-to-order items—are non-cancelable and non-returnable once placed.
Finance Orders:
Orders placed using financing options are non-cancelable and non-returnable.

Final-sale restrictions do not eliminate applicable warranty coverage or rights and remedies required by law. If an item arrives damaged, incorrect, or defective, follow the reporting instructions below.

Damaged, Incorrect, or Missing Items

Please inspect your shipment promptly upon delivery. Report visible damage, incorrect items, or missing items as soon as possible, and no later than 5 business days after delivery, by calling or texting 1-800-434-0018 or emailing service1@purespadirect.com.

Include your order number, a description of the issue, and photos of the item, packaging, and shipping labels, as applicable. Retain all products, cartons, packing materials, and pallet materials until we advise otherwise.

For freight deliveries, document visible damage or shortages on the delivery receipt before signing, and take photos when possible. Report these issues to us promptly, even if you have already notified the driver or carrier.

If damage could not reasonably be discovered upon delivery, notify us as soon as it is discovered. Prompt reporting helps us investigate and pursue carrier claims. This reporting timeframe does not limit rights required by applicable law.

Do not discard merchandise or return it without instructions. We will review the issue and advise on the appropriate resolution.

Defective Products & Warranty Assistance

If a product appears defective, contact us with your order number, a description of the problem, and relevant photos or video. We will help determine the next steps, which may include troubleshooting or coordination with the manufacturer.

Warranty coverage, exclusions, and available remedies vary by manufacturer and product. A defect report does not automatically authorize a return or refund.

Please obtain instructions before shipping an item back or arranging repairs for which you intend to seek reimbursement. We cannot guarantee reimbursement for repairs or expenses incurred without prior approval, except where required by law.

Orders Not Received

If your order has not arrived or tracking shows a delivery you have not received, contact us promptly so we can investigate with the vendor or carrier.

An undelivered shipment is handled as a delivery issue rather than a standard merchandise return. We will advise you on the next steps after reviewing the circumstances.

Order Cancellations & Changes

Contact us as soon as possible to request an order cancellation or change. Submitting a request does not confirm that the order has been canceled or changed. We will confirm whether your request can be accommodated.

For otherwise cancelable orders, we may be unable to stop fulfillment once warehouse or vendor processing has begun, even if tracking information is not yet available. If the shipment cannot be stopped, eligible merchandise may be returned under the terms above.

The cancellation restrictions for special orders, furniture and equipment, and finance orders remain applicable, subject to rights required by law.

If we cannot ship within the stated timeframe, we will provide any required delay notice and applicable options to accept the delay or cancel for a refund.

Refusing delivery does not, by itself, constitute an authorized return or cancellation. Contact us for instructions before refusing a shipment.

Additional Information

Salon owners and professionals are responsible for confirming that products meet their intended use and applicable State Board requirements. Please contact us before ordering if you have questions about product compatibility or return eligibility.

For this policy, business days are Monday through Friday, excluding U.S. federal holidays.

A written copy of this policy is available upon request.

Nothing in this policy limits rights or remedies required by applicable law. Where mandatory legal requirements conflict with our standard policy, those requirements control.

European Consumer Withdrawal Rights

Pure Spa Direct is a U.S.-based supplier serving businesses and licensed professionals. The following provisions apply only where a purchase qualifies for mandatory European consumer withdrawal rights.

Purchases made for business or professional purposes generally do not qualify for consumer withdrawal rights. Delivery to a European address or a customer’s professional status alone does not determine eligibility; applicable law and the nature of the purchase govern.

Where applicable, these provisions take precedence over conflicting terms in our standard return policy, including return authorization requirements, deadlines, final-sale restrictions, and restocking fees.

Withdrawal Period & Notification

For eligible purchases of physical goods, you may withdraw from the purchase without giving a reason within 14 calendar days after you, or a third party you designate other than the carrier, receive the goods.

For multiple goods ordered in one order and delivered separately, the period generally begins upon receipt of the last good. For goods delivered in multiple lots or pieces, it generally begins upon receipt of the last lot or piece. Any legally required deadline extensions apply.

To exercise this right, clearly notify us of your decision to withdraw before the applicable deadline. You may use the “EU Returns & Cancellations” link in our website footer, email service1@purespadirect.com, or call or text 1-800-434-0018.

Please include your name, order number or other purchase details, and the items involved so we can identify your purchase. No particular wording is required, provided your decision to withdraw is clear. We will acknowledge withdrawal notices submitted through our website by email.

Our standard RMA approval requirement does not restrict a valid statutory withdrawal right. Contact us promptly for the appropriate return address and shipping instructions.

Returning the Goods

After notifying us of withdrawal, return the goods without undue delay and no later than 14 calendar days after your notification. The deadline is met if you send the goods before that period expires.

You are responsible for the direct cost of return shipping where we have informed you of that responsibility before purchase and applicable law permits it.

For goods that cannot normally be returned by post, the return cost or a reasonable estimate will be disclosed before purchase as required by law.

You may inspect goods to establish their nature, characteristics, and functioning. You may be responsible for diminished value caused by handling beyond what is necessary for that purpose, as permitted by law.

Our standard unopened-product requirement does not apply where it conflicts with a valid statutory withdrawal right. Applicable exceptions for unsealed hygiene products and other excluded goods remain in effect.

Refunds for Eligible Withdrawals

We will reimburse eligible payments without undue delay and within 14 calendar days of receiving your withdrawal notification. Where permitted by law, we may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first.

Refunds will use the original payment method unless you expressly agree otherwise, without fees for the reimbursement.

Where required, the refund includes the cost of the least expensive standard outbound delivery option we offered. Additional costs resulting from your choice of a more expensive delivery service are not refundable unless required by law.

Our standard 25% restocking fee does not apply to valid statutory withdrawals. Any deduction for diminished value must be permitted by applicable law.

Exceptions & Orders Already Shipped

Withdrawal rights may not apply to certain purchases, including goods made to your specifications or clearly personalized, sealed goods unsuitable for return for health or hygiene reasons that have been unsealed after delivery, and other legally excluded products.

An item’s designation as “final sale” does not by itself remove a statutory withdrawal right.

If an eligible order has already shipped, we may be unable to intercept it. This does not remove any applicable withdrawal right; contact us for return instructions.

These provisions do not limit separate mandatory rights concerning faulty, damaged, or incorrectly supplied goods.

Thank you for choosing Pure Spa Direct. For questions about this policy or a specific order, call or text 1-800-434-0018 or email service1@purespadirect.com.