Refund policy

Return Window

We accept return requests within 30 days of delivery.

Items returned after 30 days are generally not eligible for a refund but may still qualify for warranty coverage if applicable.

Return Eligibility

To be eligible for a return:

• Item must be unused and uninstalled

• Item must be returned in its original packaging

• All accessories, hardware, and manuals must be included

• Item must pass warehouse inspection and remain in resalable condition

Before installation, we recommend testing all electrical functions. Products that have been permanently installed or modified cannot be returned.

Restocking Fee

For customer remorse returns, including changed mind or ordering the wrong item, a flat 10% restocking fee will apply.

No restocking fee will be charged for:

• Damaged products

• Defective products

• Incorrect items shipped by Pure Alabaster

Final Sale Items

The following items cannot be returned:

• Custom-made products

• Personalized items

• Custom-sized products

• Installed or modified products

• Clearance products

• Products specifically marked as Open-Box on the product page

Return Shipping

For standard customer remorse returns, customers are responsible for return shipping costs.

For damaged, defective, or incorrect items, Pure Alabaster will provide an appropriate resolution at no cost to the customer.

Return Authorization & Return Label

All returns require prior approval before being shipped back.

Please contact support@purealabaster.com with your order number and reason for return. Our customer support team will review your request and provide return instructions.

For approved damaged, defective, or incorrect-item returns, Pure Alabaster may provide a prepaid return label or arrange another appropriate resolution at no cost to the customer.

For customer remorse returns, customers are responsible for arranging and paying for return shipping unless otherwise stated by our support team.

Authorized Logistics & Return Processing Address

10 Webb Drive
Londonderry, NH 03053
United States

Please do not return any items to this address without prior authorization.

All returns require an approved Return Merchandise Authorization (RMA) issued by our customer support team. Unauthorized returns may be refused.

Once approved, the return should be shipped within 14 calendar days.

Refund Processing

Approved refunds are issued to the original payment method within 5–10 business days after the returned item passes inspection.

Please note that banks and credit card providers may require additional processing time.

Order Cancellations

Orders may be canceled before shipment.

Our standard order processing time is 2–3 business days. Once an order has been packed, crated, or transferred to the carrier, cancellation may no longer be possible.

If cancellation is unavailable, the order may still be returned after delivery according to this policy.

Refused or Undeliverable Shipments

Please review your shipping address carefully before submitting your order.

If a shipment is delayed or returned because of an incorrect or incomplete address, please contact us as soon as possible so we can help update the delivery information or arrange re-shipment where available.

If re-shipment is required, we will confirm any applicable basic shipping fee before dispatch.

We do not treat address corrections or delivery issues as automatic cancellations. Our team will work with you to find a reasonable solution based on the shipment status.