Refund policy

Return, Refund and Exchange Policy
Pure Align

At Pure Align, we are committed to providing premium equipment designed for manual therapists and musculoskeletal health professionals.
If a product does not meet your expectations, we have implemented a clear return policy in compliance with European law to ensure a transparent and secure shopping experience.

1. Overview

This policy defines the conditions for returns, refunds, and exchanges applicable to products purchased on our online store.

It complies with the European Consumer Rights Directive (2011/83/EU) and aims to protect both our customers and the integrity of our products.

2. Right of Withdrawal (30 days)

In accordance with European regulations, you have 30 calendar days from the date of receipt of your order to exercise your right of withdrawal.

To exercise this right, you must notify us of your decision before the expiration of this period.

3. Return Eligibility

To be eligible for a return:

  • the request must be made within 30 days of delivery
  • the product must be returned within 30 days after the request
  • the product must meet the condition requirements described below

Pure Align reserves the right to refuse any return that does not meet these conditions.

4. Product Condition

Returned products must:

  • be in their original condition
  • not have been used in a clinic or professional setting
  • be clean, undamaged, and free of signs of use
  • be returned in their original packaging when possible

The customer may handle the product only to the extent necessary to assess its nature and characteristics, as would be done in a physical store.

Any use beyond this may result in depreciation and a reduced refund.

5. Non-Returnable Items

The following products are not eligible for return or refund:

  • products used in a clinical or professional setting
  • products showing signs of use
  • products damaged after delivery
  • modified or altered products
  • products that cannot be resold due to hygiene or integrity reasons

6. Return Process

To initiate a return:

  • Contact our customer support
  • Provide:
    • order number
    • product concerned
    • reason for return
  • Wait for approval and return instructions
  • Ship the product to the provided address

Returns sent without prior approval may be refused.

7. Return Shipping Costs

Unless the product is defective or incorrect, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service. Pure Align is not responsible for lost return shipments.

8. Inspection

Upon receipt, the returned product will be inspected to verify:

  • overall condition
  • absence of use
  • product integrity

If signs of use or damage are found, a partial refund may be issued or the return may be refused.

9. Refunds

If the return is approved:

  • refunds are processed within a maximum of 30 days
  • refunds are issued via the original payment method (card / Stripe)

Pure Align may delay the refund until the returned product has been received and inspected.

Initial shipping costs may not be refunded if a premium delivery option was selected.

10. Defective or Incorrect Products

If you receive:

  • a defective product
  • a damaged product
  • an incorrect product

please contact us within 48 hours of delivery.

In this case:

  • return shipping will be covered by Pure Align
  • a replacement or full refund will be offered

11. Exchanges

We offer product exchanges under the following conditions:

  • the returned product meets return requirements
  • the requested product is available

The exchange process follows the same steps as the return process.

12. Abuse and Fraud

To protect the quality and integrity of our premium products, Pure Align reserves the right to:

  • refuse returns showing signs of professional use
  • refuse repeated or abusive returns
  • refuse returns of products that cannot be resold

Any fraudulent or abusive behavior may result in refusal of refund and suspension of future orders.

13. Lost or Damaged Packages

If your package arrives damaged or incomplete, you must:

  • report the issue within 48 hours
  • provide photos of the package and product

Pure Align will then open a claim with the carrier.

14. Customer Support

For any request regarding returns, refunds, or exchanges, you can contact us:

Email: contact@purealign.fr
Recommended subject: Return order #XXXX

We are committed to responding as quickly as possible.