Return Policy

Last Updated: July 25, 2026

Thank you for purchasing from Wicepurelra. We value every customer and want to ensure that order-related concerns are handled as clearly and efficiently as possible.

If you experience an issue with your purchase, please contact our customer support team at support@wicepurelra.com. To help us locate and review your order promptly, include your order number, such as 015SHOP-1218, together with the email address used during checkout.

Please read the following policy carefully before submitting a request.

1. Final-Sale Policy

Except in the limited circumstances described below, all purchases made through Wicepurelra are considered final.

We do not accept general returns, product exchanges, or change-of-mind requests.

A claim may only be considered when:

  • The product arrives with a confirmed defect or quality problem

  • The product is damaged when delivered

  • The item received is different from the item ordered

Requests that do not fall within one of these categories are not eligible for a return, replacement, exchange, or refund.

2. Damaged, Defective, or Incorrect Products

Wicepurelra is committed to providing products that meet reasonable quality standards.

If your order arrives damaged, defective, or incorrect, contact our support team before taking any other action. We will review the circumstances and work toward an appropriate and fair solution.

You must examine the package and its contents as soon as reasonably possible after delivery.

Any claim involving damage, a quality concern, or an incorrect item must be submitted within 7 days from the recorded delivery date.

Claims received after the seven-day reporting period may not qualify for review or compensation.

3. Information Required for a Claim

To begin the claim-review process, email support@wicepurelra.com and provide all of the following:

  • Your complete order number, such as 015SHOP-1218

  • The email address used to place the order

  • A clear explanation of the problem

  • Clear photographs or video footage showing the damage, defect, quality issue, or incorrect product

  • Photographs of the shipping package and product label, where relevant

Submitted photographs and videos should clearly show the condition of the product and allow our team to verify the reported concern.

Incomplete, unclear, altered, or insufficient evidence may delay the review process or prevent us from approving the claim.

4. Claim Assessment and Available Resolutions

Each eligible claim is reviewed individually based on the information and supporting evidence provided.

Once the review has been completed, Wicepurelra will determine the most suitable resolution.

Depending on the circumstances, an approved solution may include:

  • A replacement product

  • A partial refund

  • A full refund

The resolution offered will depend on factors such as the nature and extent of the issue, product availability, the evidence submitted, and the specific details of the order.

Submitting a claim does not automatically guarantee a refund or replacement. A resolution will only be provided after the claim has been reviewed and approved by our support team.

5. Refund Processing

When a full or partial refund is approved, the refund will be issued to the original payment method used for the transaction.

After the refund has been processed by Wicepurelra, it will generally appear in your account within 7–12 business days.

The exact posting date may vary depending on:

  • Your bank

  • Your credit card issuer

  • Your payment provider

  • Internal financial-processing timelines

Wicepurelra does not control how quickly a financial institution posts a completed refund to your account.

If the refund does not appear after the stated processing period, you should first contact your bank or payment provider for further information.

6. Exchanges and Replacements

Wicepurelra does not provide traditional product exchanges.

We cannot exchange an item because of personal preference, an incorrectly selected option, a change of mind, or another non-quality-related reason.

A replacement may only be approved when:

  • The product was defective upon arrival

  • The product arrived damaged

  • The wrong product was delivered

  • The claim was submitted within the required reporting period

  • Sufficient evidence was provided

  • Our support team approved the claim

Replacement availability may depend on current inventory and shipping limitations.

Where an identical replacement is unavailable, we may offer another appropriate resolution, such as a partial or full refund.

7. Returns Sent Without Authorization

Do not mail or ship any product back to Wicepurelra unless our support team has specifically instructed you to do so.

You must first contact support@wicepurelra.com, submit the required evidence, and receive confirmation that your claim has been approved.

Packages returned without prior notice, written authorization, or return instructions will be treated as unauthorized returns.

Unauthorized returns:

  • May be refused

  • May not be inspected or processed

  • Will not automatically qualify for a refund

  • Will not automatically qualify for a replacement

  • May not be returned to the sender

Wicepurelra is not responsible for postage, carrier charges, customs fees, loss, damage, or other expenses connected with an unauthorized return.

Please note that our registered business address may not be an authorized return center. Do not send products to the registered address unless specifically instructed by our support team.

8. Incorrect or Incomplete Customer Information

Customers are responsible for providing complete and accurate information when placing an order, including:

  • Customer name

  • Shipping address

  • Billing information

  • Email address

  • Telephone number

  • Product selection

  • Size, color, model, or other selected options

Claims arising solely from information entered incorrectly by the customer may not qualify for a refund or replacement.

This may include orders sent to an incorrect address supplied at checkout or products ordered in the wrong size, color, quantity, or variation.

Customers should review all order details carefully before completing payment.

9. Contacting Customer Support

For questions about this policy or concerns involving an order, contact Wicepurelra directly:

Customer Support Email:
support@wicepurelra.com

Telephone:
+1 (606) 488-3611

For the fastest review, include:

  • Your order number

  • The email address associated with the order

  • A concise explanation of the issue

  • Any relevant photographs or videos

Providing complete information in your first message will help us review your request more efficiently.

10. Company Information

Brand:
Wicepurelra

Legal Entity:
HongKong SeaArt Co., Limited

Registered Business Address:
19H, MAXGRAND PLAZA
NO. 3 TAI YAU STREET
SAN PO KONG
HONG KONG