Country

Quality is not an upgrade. It is the baseline.

YOUR BAG (0 ITEMS)

Your cart is empty

Refund policy

We want you to love what you ordered. If something isn't right, this is how returns, exchanges, and store credit work.

Windus LLC dba Pura Cashmere
25571 Fort Meigs Road, Suite A, Perrysburg, OH 43551 · 341-220-0378 · clientcare@puracashmere.com
Effective 21 July 2026. Applies to purchases made at puracashmere.com.

Return Windows

  • Refunds: request your return and ship it back within 21 days of delivery (30 days with Checkout+).
  • Exchanges: start within 21 days of delivery (30 days with Checkout+).
  • Store credit: request within 21 days of delivery (30 days with Checkout+).
  • Canada: refund or store credit within 30 days of delivery. Return labels are not provided and exchanges are not available in Canada.
  • Holiday window: orders placed between November 15 and December 10 may be returned or exchanged through January 6. All other conditions still apply.

Starting a Return

All returns must be started through our Returns Portal. Returns sent outside the portal will be refused and returned to sender.

  1. Open the Returns Portal and enter your order number plus the email, phone, or ZIP used at checkout.
  2. Choose your outcome: refund, exchange, or store credit (Canada: refund or store credit).
  3. Follow the prompts and print your label where one is provided.

Checkout+ — U.S. Only

Checkout+ is an optional $2.98 add-on at checkout for U.S. orders. It includes package protection and is non-refundable once your order has shipped. With Checkout+:

  • The $14.50 refund restocking fee is waived.
  • Your refund, exchange, and store-credit windows extend to 30 days.
  • You receive two free exchange labels per order (standard orders receive one).
Return Type With Checkout+ Without Checkout+
Refund 30 days, no fee, prepaid label 21 days, $14.50 fee, prepaid label
Exchange 30 days, 2 free labels per order 21 days, 1 free label per order
Store credit 30 days, always free 21 days, always free

Exchange Conditions

Our exchange program is built to make swapping a size or colour simple. The following conditions apply so we can keep offering free exchanges:

  • Exchanging affects refund eligibility. Once you complete an exchange on an order, the items on that order are no longer eligible for a monetary refund. Anything else returned from that order may be made for exchange or store credit only.
  • Items received as part of an exchange may be returned for store credit only, and cannot be exchanged a second time.
  • Free exchange labels are limited per order. Standard orders include one; from the second exchange onward you pay return shipping. Checkout+ orders include two; from the third onward you pay return shipping.

Eligibility

Items must be unused, unwashed, and damage-free (no makeup, perfume, deodorant marks, or pet hair), with original tags and the original storage bag included. Pack your return to prevent transit damage. You are responsible for the item until the carrier shows it delivered to our warehouse.

We reserve the right to refuse a return that does not meet these conditions, or in cases of excessive return activity.

Reduced Items

Items marked with a Reduced badge on the product page are eligible for exchange or store credit only — not a monetary refund. This applies whether or not you have Checkout+, and the standard return window applies.

Only the Reduced badge determines this status; an item's price or discount does not. Sale-priced items without the badge follow our standard policy. Reduced is not the same as Final Sale — Reduced items may be exchanged or credited, Final Sale items cannot be returned at all. If an item is marked both, Final Sale terms apply.

Final Sale

Items marked "Final Sale" on the product page, items tagged Final Sale, and all items in the Clearance collection are not eligible for return, exchange, or store credit. Gift cards are also Final Sale. Final Sale status appears on the product page and does not appear at checkout.

Regular sale items follow our standard return policy — only items specifically marked Final Sale are excluded. Custom orders, including custom dyeing or garments with imagery or logos, are Final Sale once the final sample is approved.

Labels and Return Shipping

  • U.S.: the Returns Portal provides a prepaid label.
  • Exchanges: the first exchange label per order is free (the first two with Checkout+); additional labels are paid by the customer.
  • Store credit: return labels are always free.
  • Canada and International: self-ship with a tracked and insured carrier.
  • Paid shipping charges — including 2-Day Air and Next Day Air — are not refundable and are excluded from any refunded amount.

Fees and Deductions

  • Refund restocking fee: $14.50 per refund return (U.S., Canada, and International), waived with Checkout+. If you create separate refund labels from the same order, the fee applies to each.
  • Partial-return shipping adjustment: if your order shipped free by reaching the $150 threshold and a partial return brings the kept portion below it, the $10 standard shipping charge is deducted from your refund.
  • Exception expedites: if we expedite a replacement as a one-time exception and it is later returned, that shipping cost is deducted.
  • DDP orders: duties and taxes collected at checkout are not refundable. If a DDP shipment is refused and returned, carrier return and brokerage costs are deducted from the refund.

Refund Timing

Refunds are typically processed within 10 business days from the date your return arrives at our warehouse. We inspect and clean each item before it is restocked, and we'll email you when your refund is complete. Refunds are issued to the original payment method; store credit is issued as a digital gift card or a credit to your account.

Damaged or Incorrect Items

Please contact us within 7 days of delivery if your order arrives damaged or incorrect. We are unable to accept these claims after 7 days.

Pre-Orders

  • Pre-orders are charged in full at checkout.
  • Your estimated ship window is shown on the product page, and we update it as we receive shipping updates.
  • You may cancel any time before your item ships for a full refund. Email clientcare@puracashmere.com with your order number.
  • Once a pre-order ships, the standard return policy above applies.

International and Canada

International customers self-ship returns using a tracked and insured carrier. Canadian orders are eligible for a refund or store credit within 30 days of delivery, self-shipped with a tracked and insured carrier. On the customs declaration, mark the shipment as returned U.S.-origin merchandise being returned to the seller — misdeclared packages may be delayed or refused at the border. Exchanges are not available in Canada. Duties and taxes collected on DDP orders are not refundable.

General Terms

This Refund Policy is offered by Windus LLC dba Pura Cashmere. We may update or modify this policy at any time; the version in effect at the time of your purchase governs your order. This policy is governed by the laws of the State of Ohio, without regard to its conflict-of-laws principles. If any provision is found unenforceable, the remaining provisions remain in full effect. This policy does not limit any non-waivable rights you may have under applicable law.

Questions? Email clientcare@puracashmere.com or use the chat bubble at the bottom of any page.