Refund policy

Refund & Return Policy

We want every Pure City order to be clear, fair, and low-friction.

Preorders

Each $100 USD payment creates a physical pre-order for the selected product and is recorded on that order toward its final declared price. If the final price is below $100, Pure City automatically refunds the difference to the original payment method and fulfils the same order. If it is above $100, Pure City requests only the difference; the order ships after that balance is paid. The payment is product-specific and is not a donation, investment, or general-purpose store credit.

Each product has its own 1,000-unit customer-funded production milestone. People fund the run directly through product pre-orders; commitments may continue beyond the milestone, so it is not a fixed inventory cap.

Cancellation Before Dispatch

You may cancel a preorder at any time before it is dispatched for a full refund to the original payment method. Email info@purecity.shop with your order number.

Ship-By Guarantee

The latest ship-by date applicable to an order will be shown on the product page and at checkout before payment. If we cannot dispatch your order by the latest ship-by date stated when you ordered, we will automatically issue a full refund to the original payment method; no action is required from you.

30-Day Return Window

After delivery, an unopened and unused product in its original sealed packaging may be returned within 30 days for a refund. Contact us before sending anything back so we can provide the correct return instructions. Change-of-mind return shipping is the customer's responsibility unless we made an error or applicable law requires otherwise.

Quality Problems, Damage, or Incorrect Items

If an order arrives damaged, incorrect, or materially different from the product description, contact us promptly with the order number and supporting photos. We will arrange an appropriate replacement or refund. Statutory consumer rights are not limited by this policy.

Refund Timing

Approved refunds are initiated to the original payment method. Payment providers and banks may take additional business days to post the credit. Any automatic ship-by refund will also be returned to the original payment method.

Questions

Contact info@purecity.shop.