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

All returns require prior approval.

Please contact support@purealabaster.com to obtain an RMA (Return Merchandise Authorization) before shipping any item back.

Once approved, the return must 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

If a shipment is refused, unclaimed, or returned due to an incorrect shipping address provided by the customer, the order may be treated as a customer remorse return.

A flat 10% restocking fee may apply once the item is received and inspected.