Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible 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.

To start a return, you can contact us at cs@puremartins.store. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cs@puremartins.store.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to 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
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cs@puremartins.store.

Refund & Return Policy

At Pure Martins, we want every order to arrive as expected and in proper condition. This policy explains our cancellation, return, exchange, and refund procedures.

Cancellations

If you need to cancel an order, please contact us within 1 day of placing your order.

Once the 1-day cancellation window has passed, your order may already be prepared or processed for fulfillment, and we may no longer be able to stop or cancel it.

Cancellation requests can be sent to cs@puremartins.store.

Returns & Exchanges

Eligible return or exchange requests must be submitted within 30 days of delivery.

We will assist with a return or exchange when there is a verified problem with the order, including:

The product you received is different from the item you ordered.
The product was damaged during transit.
The product arrived with a manufacturing defect.

Returns and exchanges are generally not available in the following situations:

You changed your mind after receiving the order.
You selected the wrong size.
The product does not match a personal preference.
The shipping address or other delivery information provided at checkout was incorrect.
The product shows signs of normal use or wear.
The product has been worn, washed, modified, altered, or damaged after delivery.

We recommend reviewing all product details, sizing information, and shipping information carefully before completing your purchase.

How to Request a Return or Report an Order Issue

If you believe your order is eligible for a return, exchange, or refund, please contact us at cs@puremartins.store within 30 days after delivery.

To help us review your request efficiently, please provide:

Your order number
Clear photographs showing the product and the issue
Photographs of the shipping packaging when relevant
A short explanation of what went wrong

Please keep the product and its original packaging while your request is being reviewed.

Our customer service team normally responds within 24–48 business hours.

Resolution of Eligible Claims

After reviewing the information provided, Pure Martins will determine whether the request qualifies under this policy.

For an approved claim, Pure Martins may provide one of the following resolutions, depending on the circumstances:

A replacement of the affected product at no additional charge; or
A refund to the original payment method.

We will communicate the available resolution and any required next steps by email.

Refund Timeline

Once a refund has been approved and submitted, please allow approximately 5–10 business days for the funds to appear in your account.

The exact processing time is determined by your bank, card issuer, or payment provider and may vary.

Packages Marked as Delivered

If the shipping carrier marks your package as Delivered but you cannot find it, please contact us within 48 hours of the recorded delivery time.

We may ask you to:

Check with household members, neighbors, or other individuals who may have accepted the package.
Check around the delivery location for where the carrier may have left it.
Contact the shipping carrier or participate in a carrier investigation.

A shipment that has been officially confirmed as delivered by the carrier will generally not qualify for a refund unless the carrier subsequently confirms that the package was lost or delivered to the wrong location.