Shipping policy

SHIPPING TERMS – PUREON

Order processing
All orders placed in our store are processed within a maximum of 72 hours (3 business days) after payment confirmation. During this time, our teams carefully prepare your package in our central warehouse before handing it over to the international carrier.

Shipping and delivery times
Orders are shipped from our international warehouses. The average delivery time is 5 to 20 business days, depending on the destination zone and the local carrier's shipping volume. Once your order has been dispatched, you'll receive an email with the tracking number, which you can check at any time via the link provided. During high-demand periods (Christmas, Black Friday, etc.), transit times may be affected by causes beyond Pureon's control, such as logistics saturation or customs checks.

Reservations (Pre-orders)
Some products may be available for pre-order when temporarily out of stock. In this case, the expected shipping date is clearly indicated on the product page before completing the purchase. By placing a pre-order, the customer acknowledges and accepts that:

• The shipping time indicated corresponds to the date from which the order will be dispatched, not the delivery date;
• The usual delivery times (5 to 20 business days) apply from the dispatch date;
• Pureon commits to informing the customer by email as soon as the order is shipped, with the corresponding tracking number.

By validating a pre-order, the customer confirms having read and accepted the shipping times indicated on the product page. No refund requests or claims based on delivery times will be accepted, as long as they match the previously communicated information. In case of a significant change to the expected shipping date, Pureon commits to informing the customer as soon as possible, offering the option to keep the order or request a full refund.

Customer responsibility
The customer has the duty to provide accurate, complete and up-to-date information during the purchase process to ensure correct delivery of the order. If the address is incomplete, incorrect, non-existent, or if the customer does not respond to the carrier's calls or notifications, responsibility for the delay or non-delivery falls on the customer, in accordance with applicable consumer protection law.

The customer must also actively cooperate with the courier company in case of an incident, for example:

• Confirming their delivery address,
• Providing additional instructions,
• Going to the pickup point assigned by the carrier (such as the local postal service or other local operators).

If the order cannot be delivered due to causes attributable to the customer (incorrect address, repeated absence, lack of response, package refusal, etc.) and is returned to our warehouses or held by the carrier, the customer may request a new shipment, assuming the reshipping costs, which may be invoiced, since Pureon fully covers the initial international shipping costs.

Tracking and claims
Pureon proactively tracks all shipments to ensure customer satisfaction. In case of delay or incident, the customer can contact our customer service team at contact@trypureon.com, which will guide them on the steps to follow and, if applicable, open an investigation with the carrier.

Additional information:

• Shipping costs are non-refundable, except in case of an error attributable to our company.