Shipping & Returns

General Terms:

Purely Pampered Bath reserves the right to update its policies as necessary, with the updated version being published on purelypamperedbath.com and taking immediate effect. If you choose not to accept these policies, you are considered to have forfeited the right to use the services provided by the Company. All buyers and suppliers are regarded as accepting these rules if they use the services provided by Purely Pampered Bath. Suppliers should publish their own Return & Refund Policy on the product detail page. In the event of a conflict with a supplier's policy, the Company's policy will take precedence.

For after-sales issues, buyers should submit a return and refund request within 25 days of the delivery date. This excludes certain suppliers who have a different after-sales period agreed upon by the Company. If the period for filing a return and refund request is exceeded, the supplier reserves the right to refuse any after-sales service beyond that time.

Before an order is shipped, the buyer has the right to apply for cancellation by clicking the "request refund" button in the Company’s buyer center, or by contacting the Company’s customer service to cancel the order. Please note that some suppliers' policies do not allow for order cancellations before the order is shipped. The supplier should respond to the cancellation request, either agreeing or rejecting it, within 3 business days.

If the supplier is unable to fulfill the buyer's order within the order processing time indicated on the Company's product page, due to conditions such as, but not limited to, lack of stock, the supplier has the right to cancel and refund the order.

If the buyer receives damaged or broken goods and applies for a refund with compelling evidence, and if the goods need to be returned, the supplier is obligated to provide the buyer with a prepaid return label within 3 business days. This allows the buyer to return the damaged or broken goods. Once the return is marked as in transit on the logistics website using the supplier's provided prepaid return label, the supplier should then refund the buyer.

Purely Pampered Bath will not require suppliers to accept after-sales requests for "non-defective remorse returns". Suppliers have the right to accept or reject such requests based on their own policies, as displayed on the Company's product page. The Company will respect the suppliers' policies under these circumstances.

If a supplier accepts an after-sales request for "non-defective remorse returns" and intends to deduct a "restocking & repacking fee", the total fee deducted should not exceed 35% of the order's total price, in accordance with the Company's policy.

The Company will not impose requirements on suppliers regarding warranties, such as whether to provide a warranty or not, or how to handle warranty issues.

The Company will enforce restrictions on refund and redelivery times under certain conditions. These include, but are not limited to, whether a refund should be based on the supplier's policy or the Company's policy, whether a refund or redelivery has been agreed upon between the supplier and buyer, and other circumstances. Suppliers must issue refunds within no more than 3 business days, and redelivery should not take more than 5 business days.

Once the buyer submits an after-sales request, they need to provide evidence (as outlined in the clause below) to the supplier or the Company. If the buyer cannot provide compelling evidence within the after-sales period indicated by the policy, the supplier and/or the Company reserves the right to reject the return and refund request.

The Company will not impose requirements on suppliers regarding warranties, such as whether to provide a warranty or not, or how to handle warranty issues.

The Company will enforce restrictions on refund and redelivery times under certain conditions. These include, but are not limited to, whether a refund should be based on the supplier's policy or the Company's policy, whether a refund or redelivery has been agreed upon between the supplier and buyer, and other circumstances. Suppliers must issue refunds within no more than 3 business days, and redelivery should not take more than 5 business days.

Once the buyer submits an after-sales request, they need to provide evidence (as outlined in the clause below) to the supplier or the Company. If the buyer cannot provide compelling evidence within the after-sales period indicated by the policy, the supplier and/or the Company reserves the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by the Company.

Under Various Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

Return & Refund Type 

The Company Rules

For Unshipped Orders   The Return & Refund request is made after the stated processing time.

  The Company will refund the order.

  The Return & Refund request is made within the stated processing time.

 The supplier has 3 business days to process the request after the buyer submits it.

  If the supplier fails to process (accept or reject) the refund request within 3 business days, the Company will refund the order

  Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.

For Shipped Orders   The Return & Refund request is made after the order has shipped.

  The supplier has 10 business days to process the request after the buyer submits it.

  If the supplier fails to process (accept or reject) the refund request within 10 business days, the Company will refund the order.

2. Goods Returned in Transit

If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days of the refund request. Under the same cases, if the buyer 

requests a redelivery, the supplier should handle the redelivery within 5 business days of the redelivery request.

The validity of any evidence provided will ultimately be determined by the Company.

Under Various Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for an order that has not been shipped out within the stated processing time (as per the estimated processing time displayed on the order page).

Return & Refund Type:

The Company Rules

For Unshipped Orders

 If the Return & Refund request is made after the stated processing time, the Company will refund the order.

If the Return & Refund request is made within the stated processing time, the supplier has 3 business days to process the request after the buyer submits it. 

If the supplier fails to process (either accept or reject) the refund request within 3 business days, the Company will refund the order. 

Please note:  Even though the order is still within the stated processing time, any refund request must be processed within the time listed above.

For Shipped Orders

If the Return & Refund request is made after the order has been shipped, the supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (either accept or reject) the refund request within 10 business days, the Company will refund the order.

2. Goods Returned in Transit

If the package is returned to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund the order within 3 business days of the refund request. In the same scenario, if the buyer requests a redelivery, the supplier should handle the redelivery within 5 business days of the redelivery request.

3. Damaged Goods in Transit

If the package/goods are damaged in transit, and the buyer has proof from the logistics website (such as, but not limited to, a screenshot from the logistics website indicating that the order was damaged), the supplier should refund the order within three business days following the buyer's refund request, or arrange for redelivery within five business days of the request.

4. Incorrect Delivery Information

Should the buyer provide incorrect delivery information for an order, they must contact the supplier via the "Contact Seller" function or reach out to the company's customer service to request that the supplier update the order with the correct delivery information.

Please note that corrections to delivery information or order cancellations are not guaranteed.

If the order has already been shipped, it is the buyer's responsibility to provide the logistics company with the correct information.

If the goods have been delivered to an incorrect address due to the buyer's error, the buyer can attempt to return the products at their own expense. Should the goods be returned in good condition, the supplier will refund the order within three business days of receiving the goods, per the buyer’s refund request, or begin redelivery within five business days of receiving the returned goods. Please note the buyer will also be responsible for the redelivery fee.

If the order cannot be corrected or returned, the buyer will bear the losses.

5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on the Company, the supplier should check the proof and give a response within 3 business days.

If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by the Company is not showing the problem clearly, the proof is invalid, and the supplier/company has the right to reject the buyer's refund request.

If the buyer's proof shows a problem clearly after being checked by the supplier/Company, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, the supplier 

should provide the buyer with a prepaid return label within 3 business days of proof approval. The supplier should then refund the order when the return is in transit, as verified by the logistics website using the tracking number provided by the buyer, within 3 business days. If the goods do not need to be returned, the supplier should refund the order within 3 business days of the refund request.

If the buyer's proof is valid and they request a redelivery, the supplier should process the redelivery within 5 business days of proof approval. Please note that suppliers have the right to refund the order if the items for redelivery are out of stock. Alternatively, buyers can reorder the products when they are restocked.

If the buyer's evidence clearly indicates a problem and has been verified by the supplier or the Company, the verification process should not exceed 3 business days. If the goods need to be returned for a refund, the supplier must provide the buyer with a prepaid return label within 3 business days of approving the evidence. The supplier should then refund the order once the return is marked as in transit on the logistics website, based on the tracking number provided by the buyer, within 3 business days. If the goods do not need to be returned, the supplier should refund the order within 3 business days of the refund request.

If the evidence is valid and the buyer requests redelivery, the supplier should handle the redelivery within 5 business days of approving the evidence. Please note that suppliers have the right to refund the order if the products for redelivery are out of stock. Alternatively, buyers can reorder the products when they are restocked.

6. Logistics Issues

6.1 Invalid tracking information

If the Company verifies that the tracking number is incorrect and the supplier fails to provide the correct one within 4 business days, the Company will refund the order.

6.2 Delayed Tracking Info Updates

If the tracking information is not updated for more than 7 business days after the creation of the label is shown on the logistics website, and the buyer applies for a refund, the Company will require the supplier to refund the order within 3 business days from the buyer's request.

Note: This clause is not applicable during special times/periods such as holidays, during a pandemic like Covid-19, abnormal weather conditions, or other extraordinary circumstances.

6.3 Extended Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more, and the supplier fails to provide any valid updated tracking information, the buyer may apply for a refund. 

The Company will require the supplier to refund the order within 3 business days upon the buyer's request.

Note: This clause is not applicable during special times/periods such as holidays, during a pandemic like Covid-19, abnormal weather conditions, or other extraordinary circumstances.

7. Other

In the event of holidays, Covid-19, abnormal weather, or other unusual situations, the buyer should contact us through urbanpawslife.com/contact-us or contact the supplier through their Company account using the "Contact Message" option for the order, to resolve any issues related to the goods or logistics.

The Company will do its best to assist buyers in these special circumstances in a timely manner. After notifying the Company, buyers can expect a decision on these types of issues within two weeks.

8. Attention

If buyers are unsatisfied with the resolution of the order's after-sale issues, it is their responsibility to open a dispute with the Company. The Company will then assist in addressing the after-sale issues.