Return Policy
RETURN & REFUND POLICY
This Return & Refund Policy applies to purchases made through purenllia, an online store operated by Shijiazhuang Xiaolanche Network Technology Co., Ltd.
Brand Name: purenllia
Legal Company Name: Shijiazhuang Xiaolanche Network Technology Co., Ltd.
Business Address: Room 416, Building 6, No. 69 Tadong Street, Shijiazhuang Economic and Technological Development Zone, Gaocheng District, Shijiazhuang, Hebei Province, China
Customer Support Email: service@purenllia.com
Business Phone: +86 311 8651 0758
This policy explains the procedures and conditions that apply to order cancellations, returns, refunds, exchanges, defective or incorrect products, missing items, and shipping-related issues.
Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be limited under applicable law.
ORDER CANCELLATIONS
If you would like to cancel an order, please contact our customer support team as soon as possible at:
Please include:
- Your order number
- The email address used when placing the order
We will make reasonable efforts to process your cancellation request provided that the order has not yet entered processing, packing, fulfillment, or shipment.
Once an order has progressed into processing or fulfillment, we may no longer be able to cancel it.
If a cancellation is approved before the order is fulfilled or shipped, any applicable refund will be returned to the original payment method.
If the order has already been dispatched, you may submit a return request after delivery in accordance with this policy.
180-DAY FREE RETURN POLICY
Eligible products may be returned within 180 calendar days after the date of delivery.
To be eligible for a return, the product should generally:
- Be unused or only reasonably inspected
- Remain in its original condition
- Include the original packaging where applicable
- Be accompanied by valid proof of purchase
We may inspect returned merchandise before determining whether it qualifies for a refund.
Products that show signs of unreasonable use, intentional damage, misuse, excessive wear, or substantial modification may not qualify for a refund unless applicable law requires otherwise.
The 180-day return period begins on the date the package is recorded as delivered by the shipping carrier or another reliable delivery record.
HOW TO START A RETURN
Before returning any product, please contact:
To help us review your request efficiently, please provide:
- Your order number
- The product you would like to return
- The reason for the return
- Photos or videos where relevant
- Any other information reasonably required to review the request
After reviewing your request, our customer support team will provide the appropriate return instructions.
Do not send products directly to our registered business address unless our customer support team specifically instructs you to do so.
Our return warehouse may be located at a different address from our registered business address.
Once your return request is approved, we will provide the applicable return warehouse address and shipping instructions.
Returns sent without prior authorization or without following the provided instructions may take longer to identify and process.
FREE RETURN SHIPPING
Eligible returns submitted within the applicable 180-day return period qualify for free return shipping under this policy.
After your return request has been approved, we will provide the appropriate return method. Where applicable, this may include a prepaid return shipping label or another authorized return arrangement.
Please wait for return authorization before sending the product back.
No restocking fee is charged for eligible returns.
If we request the return of an item because it arrived damaged, defective, incorrect, incomplete, or materially different from the product ordered or described, you will not be required to pay the return shipping cost.
DAMAGED, DEFECTIVE, INCORRECT, MISSING, OR MISDESCRIBED PRODUCTS
If an order arrives with a product that is:
- Damaged
- Defective
- Incorrect
- Missing
- Incomplete
- Materially different from the product ordered or described
please contact:
Include your order number and, where appropriate, clear photos or videos showing the issue.
Our customer support team will review the information provided.
If we determine that the problem resulted from a product defect, fulfillment error, or shipping issue, we will provide an appropriate solution at no additional cost to you.
Depending on the circumstances, this may include:
- Replacement
- Reshipment
- Full refund
- Partial refund
- Authorized return
- Another appropriate resolution
Customers will not be responsible for return shipping costs for verified damaged, defective, incorrect, incomplete, or materially misdescribed products.
A physical return is not required for a product that was never received.
Please do not send an affected product back unless you receive return instructions from our support team.
REFUND PROCESSING
After an approved return has been delivered to the designated return facility and inspected, we will notify you of the refund status.
Approved refunds are issued to the original payment method used for the purchase.
For refunds that require a physical return, the refund is generally processed within 5–10 business days after the returned product has been received and inspected.
If we approve a refund without requiring the product to be returned, the refund is generally processed within 5–10 business days after approval.
Once we issue the refund, your bank, credit card company, PayPal, or other payment provider may require additional time to credit the funds to your account.
Processing times imposed by financial institutions or payment providers are outside our direct control.
ORIGINAL SHIPPING CHARGES
Eligible returns qualify for free return shipping under our 180-Day Free Return Policy.
However, shipping charges originally paid at checkout, including optional Express Shipping fees, are generally non-refundable unless:
- The return resulted from an error on our part
- The product arrived damaged or defective
- An incorrect item was sent
- The order was incomplete or missing an item
- The product was materially misdescribed
- Applicable law requires the original shipping charge to be refunded
For eligible orders shipped within the United States, our current shipping options are:
Express Shipping
Shipping Fee: $6.99 USD
Estimated Transit Time: 1–2 business days after dispatch
Standard Shipping
Shipping Fee: $3.99 USD
Eligible Order Value: $0.00–$38.99
Estimated Transit Time: 3–5 business days after dispatch
Free Shipping
Shipping Fee: Free
Eligible Order Value: $39.00 or more
Estimated Transit Time: 3–5 business days after dispatch
Orders totaling $39.00 or more qualify for Free Shipping.
Orders totaling $38.99 or less may be charged the applicable Standard Shipping fee.
Shipping transit time does not include order processing time.
Orders are generally prepared for shipment within up to 5 business days after successful payment confirmation.
Estimated transit times begin after the order has been dispatched.
For current shipping terms and available delivery methods, please refer to our Shipping Policy and the options displayed at checkout.
LATE OR MISSING REFUNDS
If you have received confirmation that a refund was issued but the funds have not yet appeared in your account, we recommend that you:
- Review your bank or payment account again.
- Contact your credit card issuer or payment provider.
- Contact your bank, as refund posting times may vary.
If you have completed these steps and still cannot locate the refund, contact:
Please include your order number and any available refund confirmation details so we can review the matter.
EXCHANGES
If you receive a product that is damaged, defective, incorrect, incomplete, or materially different from its description, we may offer a replacement or exchange where appropriate.
For exchanges requested because of personal preference, please contact our customer support team before returning the product.
Exchange eligibility depends on product condition and replacement availability.
Do not return a product for exchange until you have received instructions from our team.
If the requested replacement is unavailable, we may provide another appropriate solution, including a refund where applicable.
RETURN ADDRESS
Please do not send returns to the registered business address of Shijiazhuang Xiaolanche Network Technology Co., Ltd. unless specifically instructed to do so by our customer support team.
After your return request has been reviewed and approved, we will provide the correct return warehouse address and the applicable return instructions.
The designated return facility may be different from our registered company address.
This process helps ensure that returned products are delivered to the correct facility and can be properly identified and processed.
SHIPPING AND DELIVERY ISSUES
Orders are generally processed within up to 5 business days after payment has been successfully confirmed.
Carrier transit time begins after your order has been dispatched.
For eligible U.S. orders:
- Express Shipping: $6.99 — estimated 1–2 business days after dispatch
- Standard Shipping: $3.99 for orders of $0.00–$38.99 — estimated 3–5 business days after dispatch
- Free Shipping: available on orders of $39.00 or more — estimated 3–5 business days after dispatch
Delivery estimates may occasionally be affected by circumstances including:
- Carrier delays
- Severe weather
- Public holidays
- High-volume shipping periods
- Inventory availability
- Incorrect or incomplete delivery information
- Customs or security inspections where applicable
- Other circumstances outside our reasonable control
If tracking information has not updated for an extended period, or if your shipment appears significantly delayed or lost, please contact:
Please provide your order number and any available tracking information.
We will review the shipment and, where appropriate, work with the relevant carrier or fulfillment provider to investigate the issue.
The fact that an order has already been transferred to a shipping carrier does not automatically prevent us from reviewing reasonable claims involving lost, damaged, incorrect, or otherwise problematic deliveries.
Similarly, a carrier tracking status showing “Delivered” does not automatically prevent you from requesting assistance.
If tracking shows that your order was delivered but you cannot locate it, please first check:
- Around the delivery location
- With other household members
- With building reception, front desk, concierge, or mailroom staff where applicable
- With neighbors where appropriate
- Any safe location where the carrier may have left the package
If you are still unable to locate the shipment, please contact us so that we can review the situation.
CONTACT US
For questions about cancellations, returns, refunds, exchanges, damaged or defective products, incorrect or missing items, or delivery-related concerns, please contact us using the information below.
Brand Name:
purenllia
Legal Company Name:
Shijiazhuang Xiaolanche Network Technology Co., Ltd.
Business Address:
Room 416, Building 6, No. 69 Tadong Street, Shijiazhuang Economic and Technological Development Zone, Gaocheng District, Shijiazhuang, Hebei Province, China
Customer Support Email:
service@purenllia.com
Business Phone:
+86 311 8651 0758
Shijiazhuang Xiaolanche Network Technology Co., Ltd., doing business as purenllia, operates this website and is responsible for customer support relating to purchases made through the Site.