Returns & Exchanges
Return and exchange policy
Returns for items purchased on our website are refunded via store credit in the form of a Pristine E-Gift Card. Pristine will not issue store credit for the original shipping charges.
You will have 20 days from the purchase date to return your item. If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund.
With limited exceptions, we do not provide prepaid return labels; you are responsible for covering shipping costs to return.
Please email email@example.com if you have any questions.
*Limited exception: We apologize for the oversight if you received an incorrect item that you did not order. In that case, send us an email at firstname.lastname@example.org so we can send you a prepaid return label and get your correct items out ASAP. Please note: if the items are worn and/or washed despite the item being incorrect, we cannot offer an exchange for the incorrect shipped product. The correct item(s) will be shipped to you immediately after receiving the incorrect item(s) from you.
You can always contact us for any return question at email@example.com. Please be sure to send us your item(s) back in full accordance with our Return Policy to the address below:
- Items must be sent back within 20 days of the delivery date.
- Items must be unworn, unwashed, and have original tags attached.
- Items must be free of stains, makeup, deodorant, or wear.
- Items must be free of dog hair.
- Tags must be attached in same position as received and not altered.
- All returns must include the original invoice that clearly indicates which items are being returned. If this is not done, your return may experience issues in processing.
- All returns are refunded via store credit in the form of a Pristine E-Gift Card.
- We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
- Returns are processed within 5-7 business days after your item(s) are delivered to us. Store credit in the form of a Pristine E-Gift Card will be emailed within 36 hours after the return is processed.
- Damaged, defective, or incorrect items must be reported within 7 days of delivery.
- Return drop-offs are not accepted at our corporate office.
- Return items to the following address:
112-A Argus Lane
Mooresville, NC 28117
Returned-to-Sender & Refused Packages
- This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
- Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.
- We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
- We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Reserved Rights Regarding Returns
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of "wardrobing;"
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
- All sale and clearance items are FINAL SALE
To complete your return, we require a receipt or proof of purchase (packing slip that comes inside your package). If you're return is approved, then a credit in the form of a Pristine E-Gift Card will automatically be applied. Please allow 36 hours after your return is processed ( 5 – 7 business days) to receive a store credit.
Shipping: Shipping fees are non-refundable, non-negotiable.
Because we can't ensure the style/size required will be available, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.