OUR WARRANTY
All products come with a FREE replacement warranty for 30 days from purchase. However, if your purchase does not match the description or the item is defective, or if you received the wrong item, please contact us within 48 hours of delivery. We will coordinate with you to correct the situation.
Please take photos or videos of defective products and send them to [email protected]. Please fully document your experience and take photos showing the full extent of the damage, including any damaged bottles, capsules, and packaging defects.
If the wrong product is sent, we require that you return the product. With defective products, we may ask that you return them in some situations; this is on a case-by-case basis. In such instances, we will replace or refund your purchase after receiving your return.
PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.
RETURNS & REFUNDS
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.
Please be advised that refunds cannot be issued for products that do not meet individual taste expectations or personal preferences.
To receive your refund, please follow the steps below:
Products are eligible for return if they are still in their original condition and packaging. Used products with up to 95% of the original content will still be honored and returnable under our 100% Money Back Guarantee (Only Applies to Pure Leaf Kratom branded products - All other brands must receive a RMA approval by our staff. All Approvals of non Pure Leaf Kratom branded is on a case by case basis.)
Request your Return Authorization Number by emailing [email protected] with a detailed reason for return and pictures or a video of the product that describes your issue. Upon approval, you will receive the Return Authorization # and the address of the closest warehouse where you can mail the product you would like to return.
To ensure your refund, please use a trackable mail service. We will not be responsible for lost or missing packages. We will be responsible for the shipping costs if it is a product defect. If it is not a product defect, you will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. In instances in which you are responsible for shipping costs and are to receive a refund, we will subtract the shipping costs from the refund. Please make sure you send the item back as a gift, as we don’t cover custom fees for returns)
Upon receipt of your package, we will examine your products and issue a full refund to your original payment method. When you receive a refund, we will email a receipt to the email address you used when making your original purchase.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Late or missing refunds (if applicable)
Refunds take 3-5 business days to process. If you haven’t received a refund, please make sure five business days have passed and recheck your bank account. Please get in touch with your credit or debit card company if you still have not received your refund within five business days. There is often some processing time before your refund will officially post.
Don’t hesitate to contact us at [email protected] if you’ve followed these steps and still have not received a refund.
Sale/Promotion items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
CAN I CANCEL MY ORDER?
Unfortunately, we cannot cancel your order once we process or ship it. There will be a 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.
Invalid Reasons:
Buyer no longer wants the items - this is the most common example. Unfortunately, we cannot refund in this instance if we continue offering great value at Pure Leaf Kratom. The buyer should make sure they want to buy the items before submitting an order, not after. Buyers enter a legally binding contract with the seller to purchase all items in that order after an order is submitted.
Buyer found items cheaper elsewhere - the buyer should be confident that they are ready to pay the asking prices before submitting an order. After an order is submitted, buyers enter into a legally binding contract with the seller to purchase all items in that order.