Returns & Exchanges

Online Returns Policy

At Puradown, we prioritise hygiene and product quality. Therefore, we only accept returns for faulty goods. We do not offer exchanges or refunds for change of mind or incorrect purchases, so please choose your products carefully.

Jacket Return Policy

We want you to be thrilled with your new Puradown jacket! If you’re not completely satisfied, we offer exchanges within 30 days of purchase. To be eligible for an exchange, the jacket must be in its original condition, with tags attached, and in the original packaging.

Please note, exchanges are at the buyer’s expense for shipping. For any questions or assistance, don’t hesitate to contact our customer service team.

Faulty Goods

If you believe your product is faulty, please contact our customer service team to obtain return authorisation details. You can reach us at helena@purax.com.au for any online order returns. We will provide you with instructions and a return authorisation.

Damaged or Incorrect Items

We take great care in inspecting and packing our products to ensure they arrive in perfect condition. If your items are damaged, faulty, or incorrectly shipped due to our error, you are entitled to an exchange or refund. Please contact us at helena@purax.com.au within 5 days of receiving your order to arrange a replacement.

Custom Quilt Fills

Enhancing your quilt with extra feather and down for added warmth classifies it as a custom item, making it non-refundable. If you have questions about the warmth rating of the additional fill, please reach out to our team prior to purchase.

If you're not satisfied with the custom fill quantity, we can modify it for you at an additional cost. Double-check your specifications before placing an order to ensure your complete satisfaction.

Retail Purchases

If you purchased our product from a retailer, please return to the place of purchase with proof of purchase, such as a receipt or credit card statement.

For any questions or further assistance, feel free to email us at helena@purax.com.au