Refund policy

At PureNeem, we take great care in preparing and packing every order. If your order arrives damaged, faulty, or incorrect, we’ll make it right.

We do not accept returns or refunds for change of mind, including items opened or used after delivery (except where required under Australian Consumer Law).

Returns We Accept (Defective / Incorrect Only)

We accept return requests for:

• Items that arrive damaged in transit
• Items that are faulty/defective
• Items that are incorrect (wrong product received)

Return Window

You must contact us within 14 days of delivery to request a return or resolution.

Conditions of Return

To be eligible, the following must apply:

• The item was purchased directly from pureneem.store
• You provide proof of purchase (order number/receipt)
• You provide photos and a brief description of the issue
• Items should be returned in original packaging where possible (if packaging/seal is compromised due to damage, this will not affect eligibility)

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.

How We Resolve Your Claim

Once we review and confirm the issue, we may offer one of the following (at our discretion, depending on the circumstances):

• Replacement of the same item (where available)
• Store credit
• Refund to your original payment method

Refunds are processed after the returned item is received and inspected (unless we confirm the issue without requiring a return). Payment providers may take additional time to finalise the refund.

Note: We do not offer exchanges (e.g., swapping for a different product).

Return Shipping

Return shipping may be required. Any postage fees charged by the postal service may apply.

Return shipping costs are the customer’s responsibility unless the item is confirmed damaged, faulty, or incorrect, in which case we will assist (including covering reasonable return postage where applicable).

Reactions / Sensitivities

If you experience an adverse reaction, discontinue use immediately and contact us with:

• Your order number
• Photos (if relevant)
• A short description of the reaction and when it occurred

Please note that individual sensitivities can vary. This does not automatically qualify as a defective product, but we will assess each case fairly.

Items Not Eligible for Return

• Change-of-mind purchases
• Products that have been opened or used after delivery (unless faulty or damaged on arrival, or required by law)
• Items not purchased directly from pureneem.store

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.