Refund policy

Last updated: September 2, 2026

We want you to be happy with your Purefully order. This policy explains how returns, exchanges, and refunds work for purchases made on livepurefully.com.

1. Return Window

You may request a return within 30 days of the delivery date shown on your tracking information.

2. Condition Required for Return

Because our products are ingestible health products, and for the health and safety of all our customers, we can only accept returns of items that are:

Unopened and unused, in their original, sealed packaging;
Not past their expiry date; and
Accompanied by proof of purchase (order number or receipt).

We are unable to accept returns of any opened, used, or partially used product, except where the product is defective or was damaged in shipping, or where we sent you the wrong item (see Section 5 below). This policy exists to ensure the safety and integrity of the supplements we sell to all customers, consistent with Health Canada’s guidance for licensed Natural Health Products.

3. Non-Returnable Items

The following are final sale and not eligible for return or refund:

Opened or used products (except defective/incorrect items — see Section 5)
Items marked “Final Sale,” clearance, or bundle/gift-with-purchase items
Gift cards
Products purchased from a third-party retailer or marketplace (please contact that seller directly — e.g., orders placed through Amazon.ca should be returned through Amazon’s return process)

4. How to Start a Return

Email hello@livepurefully.com with your order number, the item(s) you’d like to return, and the reason for the return.
We’ll confirm eligibility and send you a return authorization and shipping instructions within 1–2 business days.
Ship the item back to us at the address provided. Please do not send returns without first contacting us — unauthorized returns may not be accepted or refunded.
Return shipping costs are the responsibility of the customer, except where the return is due to our error or a defective/damaged product (see Section 5), in which case we cover return shipping.
We recommend using a trackable shipping method, as we are not responsible for return packages lost in transit.

5. Defective, Damaged, or Incorrect Items

If you receive a product that is defective, damaged in shipping, or not what you ordered, contact us within 30 days of delivery at hello@livepurefully.com with your order number and photos of the item/packaging. We will, at no cost to you, provide a replacement, exchange, or full refund (including original shipping charges), your choice, once we’ve verified the issue. In these cases, opened or used product does not disqualify your claim.

6. Refunds

Once we receive and inspect your returned item, we’ll notify you by email of the approval or rejection of your refund.
Approved refunds are issued to your original method of payment within 5–10 business days of approval. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Original shipping charges are non-refundable, except for returns made under Section 5 (defective, damaged, or incorrect items) or where required by law.
If a restocking or return-processing fee applies to your return, it will be disclosed to you before you ship the item back.

7. Exchanges

If you’d like a different product or size rather than a refund, note this when you contact us in Section 4 and we’ll do our best to accommodate an exchange, subject to product availability and the same unopened/unused condition requirements above.

8. Order Cancellations

If you need to cancel or change an order, contact us at hello@livepurefully.com as soon as possible. We can only cancel or modify orders that have not yet been processed for shipment; once an order has shipped, our standard return process applies.

9. Contact Us

Purefully Health Inc.
Email: hello@livepurefully.com
Phone: 1.800.968.4587
Business address:
104-1015 Columbia Street, New Westminster | BC, Canada V3M 6V3