Refund policy

Healpure Return and Refund Policy

This policy explains how returns, cancellations, exchanges, and refunds work for purchases made at tryhealpure.com.

Policy summary

  • Return period: Contact us within 14 days after delivery.
  • Refund method: Approved refunds are returned to the original payment method.
  • Refund processing: We issue approved refunds within 10 business days after inspection.
  • Return postage: Customers pay direct return postage for change-of-mind returns. Healpure pays reasonable return postage when an item is defective, damaged on arrival, or incorrect.

Starting a return

  1. Email info@tryhealpure.com with your order number and the item you wish to return. Include photos when reporting damage, a defect, or an incorrect item.
  2. Our customer service team will confirm eligibility and provide return instructions. Do not send a return before receiving those instructions.
  3. Pack the item securely with its accessories, instructions, and original packaging. Use a tracked shipping service and retain the receipt.
  4. Send the approved return to: EcomGalaxy Limited, Glenealy No. 1, 999077 Hong Kong.

Return condition

Change-of-mind returns must be unused, complete, and in their original condition and packaging. You may inspect an item only as you would in a physical shop. We may reduce a refund if handling beyond that inspection has diminished the item's value.

Oral-care and hygiene products: For health protection and hygiene, sealed oral-care products cannot be returned after the hygiene seal has been broken, unless the item is defective or your statutory rights otherwise require a remedy. An unopened UltraClean U360 may be returned within the applicable return period.

Personalized products and gift cards are not returnable unless defective or required by applicable law.

Damaged, defective, or incorrect items

Please contact us promptly after discovering a problem. We will review the information supplied and, when the item is defective, damaged on arrival, or incorrect, arrange an appropriate replacement, refund, or return at no reasonable return-postage cost to you. Reporting a problem promptly helps us investigate but does not reduce applicable statutory rights.

Exchanges

We replace incorrect or defective items where appropriate. For a preference or color change, return the eligible item for a refund and place a new order for the preferred option.

Order cancellations

Contact us as soon as possible if you wish to cancel an order. We will cancel it when processing has not yet made cancellation impossible. If the order has already entered fulfillment or shipped, follow the return process after delivery. This does not limit any statutory withdrawal right.

Inspection and refunds

We inspect returns within 7 business days after receipt and email you with the outcome. Approved refunds are issued to the original payment method within 10 business days after inspection. Your bank or payment provider may need additional time to display the credit.

Statutory right of withdrawal for eligible consumers

If a statutory withdrawal right applies to your purchase, you may withdraw from the contract without giving a reason within 14 days from the day you, or a third party nominated by you other than the carrier, receives the goods.

To exercise this right, send a clear statement of your decision to withdraw by email to info@tryhealpure.com or by post to EcomGalaxy Limited, Glenealy No. 1, 999077 Hong Kong. You may use the model form below, but it is not mandatory.

Send the goods back without undue delay and no later than 14 days after notifying us. You bear the direct cost of returning the goods unless the item is defective, damaged, or incorrect.

Where required by law, we refund payments received from you, including the least expensive standard delivery charge offered, within 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence that they were sent back, whichever occurs first. The refund is made using the original payment method unless expressly agreed otherwise.

Statutory exceptions, including exceptions for sealed goods not suitable for return for health-protection or hygiene reasons after unsealing, remain applicable.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract:

To: EcomGalaxy Limited, Glenealy No. 1, 999077 Hong Kong; info@tryhealpure.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

  • Goods:
  • Ordered on / received on:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s), only if submitted on paper:
  • Date:

Contact

We respond to emails within 24 hours during our published business hours.