Please be advised, this is only a portion of our policies.
Please review our full Terms & Conditions before creating an order with us!
We guarantee that your item will made and shipped with care.
If it is not received in mint condition, we will replace your item free of charge!
Customer service is our NUMBER ONE priority, and we take it seriously! We value your feedback, questions and comments! If you are EVER dissatisfied with an order, send us an email or contact us directly with a store message. We will get back to you within 2 business days and come up with a solution!
We take pride in making our products in small batches from scratch. When using fresh ingredients, color or consistency may slight vary. This is because some of our fresh produce can vary in size, and because some items like honey and beeswax can vary by batches. We let nature do it's thing and we promise you will love our unaltered creations!
Handling Time: 3-5 Business Days (Delays will be posted on the Home and/or Checkout Page)
Shipping Speed (United States): 2-5 Business Days (Depends on the Service Selected)
Currently the main carrier we use is USPS. We ship USPS First class, USPS 2-4 Day Priority Mail and UPS Ground.
We specialize in creating homemade beauty and custom orders that are made in small batches to ensure quality. We guarantee that your item will made be with care and sent in mint condition or we will replace it! If needed, you will find info below on the steps to take for a damaged order under Q&As!
All natural ingredients sometimes means a shorter life, for this reason we have a shorter return window and some products are final sale. Returns are only valid for orders placed on Perfectlyunaltered.com. Returns will only be accepted on select regularly priced items with a shelf life of 1 year: All of our oils and creams are eligible for returns however items purchased in a kit are non-returnable/refundable. Returns will not be accepted on custom orders. All items must be returned be in their original condition (sealed and wrapped in the bubble wrap it was shipped in). If you are returning multiple items, each one must be submitted separately by form. Any returned item that is open, damaged or that does not qualify for our return policy will not be accepted and may be disposed of; If approved for reshipment, postage and additional fees must be repaid by the buyer within 14 days of notification. Buyers are responsible for all fees associated with returning items. Per policy, Store credit will be issued within 1 week of receiving and authorizing the returned items. All items must be returned with a valid tracking number. Items must be post marked and returned within 14 days of delivery. Postage and payment processing fees will not be credited or refunded. If free shipping was granted due to an order being of a price of $50+ or because of a store promotion and your order no longer qualifies due to the return, postage fees will be deducted from your remaining credit .
If you have read all of these terms and qualify for a return, please click here to fill out a return form!
Appointments are $15 for a 30 minute consultation. After the consultation has been conducted, $15 will be given as a store voucher to redeem within 30 days of issuance. The voucher must be used in one transaction. If an appointment is not rescheduled prior to a no show, the $15 deposit is forfeited. Customers can reschedule 48 hours before start time.
What is a membership and what does it include? Our membership includes all of the perks listed below for a one time fee of $5.99 for a year:
* 10 % off all purchases made on our website (This can be combined with ongoing promotions.)
* Free samples with every purchase, with a chance to receive pre-released products!
This Membership is valid for 1 year from the purchase date. If multiple are purchased, the duration will be extended (by 1 year each) as the discount does not overlap. After you purchase this item, a unique code will sent to the email address on file within 24 hours. A physical copy will be sent via USPS mail (domestic holders only), please allow up to 5 business days for its arrival. You will then enter this code every time you make a purchase. You are responsible for activating this code with each purchase! As the sole owner of this membership, if you share this code with anyone else, you automatically forfeit your membership! The only restriction with this membership is that it cannot be used on wholesale prices or special bulk rates.
Our subscriptions allow customers to receive hassle-free 3 or 6 month subscription pricing and promotions on our kits, auto-payment not required! Our Subscriptions give you 5% off on each kit selected (membership holders get their additional 10% discount), plus when you purchase 3 subscriptions within the monthly grace period, your fourth regularly priced kit will ship free (Free Shipping at $50) RISK FREE! Change your mind at any time, we send you an Paypal invoice that allows you to choose whether you want your subscription for that month! CANCEL ANYTIME! You don't pay in advance so you will never receive a kit without your approval. Simply contact us and ask us to stop your subscription! Subscription prices are activated on the next order as discounts and promotions can only be applied to customers who opt in. Subscriptions are subject to our Store Terms & Conditions.
COUPON & PROMOTION POLICY:
We welcome the use of all coupons and promotions made available by P.U.R.E. If you wish to use a promotion, all steps must be completed in one transaction. If you do not follow the full directions of the coupon/promotion, it may be disqualified. This includes the failure to activate the necessary code before checking out.
We give free samples or size upgrades to all U.S. based 5 Star customers who purchase using their membership code. Samples are selected at random, though we try to to send items similar or complementary to the ones purchased. We will try to accommodate preferences but they are not guaranteed; be sure to leave this information as a note during check out.
LOCAL PICK-UP POLICY:
For all Local Pick-Up orders, we require that you pay in advance. During checkout please include the DATES and TIMES you would like to pick up your order. Make sure you include your phone number as a alternate way to contact you in case any issues occur. We have a 1-3 day handling policy, so please date your pick up schedule accordingly. We currently only allow pick-ups on the military base!
Do you accept custom orders?
All of our products are formulated to be effective at meeting the specific needs of our customers however, some customers may want an item custom tailored to their preference. Here are our guidelines for creating custom orders:
*All custom orders must be pre-approved, please schedule a product consultation where we can talk via phone or live chat on our website.
*Custom orders are only available in sizes that retail at $12 and up
*Custom orders may be subject to surcharges
*Custom orders can only be made using the ingredients we carry, this can be determined by using our ingredient glossary or by selecting an ingredient that is offered in another one of our products.
Can I make changes to an existing order?
Sure, we will try to accommodate changes made no later than eight hours after an order is placed, but before the item is prepared or shipped. The type of changes that can be made are a change to an item's scent, or a change that requests an ingredient be left out. Please be advised, revisions made after an order has been placed are not guaranteed.
What if I put in the wrong address?
Please check to ensure the address on the invoice is correct! If we are not notified to revise an order before shipment, we will find a resolution at our own discretion, which will not include a refund. Buyers are responsible for keeping up with the shipping updates as all orders come with a tracking number.
What if the item is damaged in transit?
Please send us a message if any issues occur with your shipment! We will replace any item(s) that arrived damaged or leaking, that were reported within 48 hours from the delivery date. We will need pictures of how the package arrived (with original packaging) for documentation purposes.
Why is my package marked as undeliverable?
This happens when the carrier cannot locate the address due to missing, incorrect or incomplete address information being provided. First, please check your shipping address to confirm that it is correct. Our shipping labels are automatically computer generated based on the information the customer inputs. This process is not manual and we do not make any adjustments before shipping unless it is per request or recommended by USPS.
Usually USPS will hold undeliverable mail for 30 days, this gives the customer time to attempt to pick up the article or schedule a re-delivery request. Customers are responsible for contacting their respective mail carriers and/or postal office for issues occurring for address errors. If you are unable to locate your package during this time, it will usually be returned to the sender. We are not able to provide any resolution until a package is in our possession.
If the package is returned to us, We will inform you of its arrival and update you (using the information provided on file) with the possible resolution(s) going forward. Please note that we do not offer refunds and all shipping fees are non-refundable. We also recommend speaking to your local post office about the suggested address you should use when purchasing online to avoid a future occurrence. If you do not update your address on file and this happens a second time, a resolution will be determined at our own discretion.
If an item is returned to us because it was marked as undeliverable, in it's original shipping condition, we may elect to reship this item for an additional shipping and processing fee. Please note that because packages in these conditions are shipped twice, and are kept in the post office for 30 days, we may not be able to reship items especially if they have a shorter shelf life. If a package is refused by the buyer, this is treated as an unauthorized return and the item(s) will be treated as forfeited though we may elect to reship this item for an additional shipping fee + a 25% processing fee if the item is returned in its' original condition.