Refund policy

At PureNeem we take care over how every order is made and packed. If something is not right, we will sort it out.

Change of Mind — 30 Days, Unopened

If you change your mind, return any unopened, unused item in its original sealed packaging within 30 days of delivery for a refund or store credit.

To be eligible:

• The item is sealed and unused, in its original packaging
• It was purchased directly from pureneem.store
• You can provide proof of purchase (order number or receipt)

Return postage for a change of mind return is at your cost. Once we receive and inspect the item, we will refund your original payment method or issue store credit, whichever you prefer.

Damaged, Faulty or Incorrect Items

Contact us within 30 days of delivery if your order arrives damaged in transit, is faulty, or is the wrong product.

Send your order number, a few photos and a short description of the issue. We will cover reasonable return postage where a return is needed, and resolve it with a replacement, store credit or refund.

If the packaging or seal is compromised because of the damage, that will not affect your eligibility.

If It Does Not Agree With Your Skin

Skin is individual, and occasionally a formula will not suit someone. If a product does not agree with your skin, stop using it and contact us within 30 days of delivery with your order number and a short description of what happened.

We will make it right, usually with a replacement or store credit, or a refund where that is the fairer outcome. The item does not need to be sealed. Available once per customer.

Bundles

If an item purchased as part of a bundle is returned, the refund amount may be adjusted to reflect bundled pricing rather than the individual item price.

Not Eligible for Return

• Opened or used items returned as a change of mind
• Items not purchased directly from pureneem.store
• Requests made more than 30 days after delivery

We do not offer exchanges. Store credit is available on any approved return if you would prefer something different from the range.

How to Start a Return

Email enquiries@pureneem.store with your order number and, where relevant, photos. We will reply with next steps within one business day.

Contact

Email: enquiries@pureneem.store
Phone: +61 417 694 126

Business details

PureNeem (Trading name of Pure Prana Pty Ltd)
ABN: 40 671 834 665 | ACN: 671 834 665
34 Skipton St, Kurunjang VIC 3337, Australia

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.