Refund policy

We want you to love what you ordered. If something isn’t right, here’s how returns, exchanges, and store credit work.

Returns & Exchanges

• 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: store credit only, within 30 days of delivery. Exchanges are not available in Canada.

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

Holiday Return Window

To make gifting easier, orders placed between November 15 and December 10 qualify for an extended window: eligible returns or exchanges may be started through January 6. All other standard return and exchange conditions still apply.

Checkout+ (Free Returns) — U.S. only

Checkout+ is an optional $2.98 add-on at checkout for U.S. orders. It gives you added flexibility and includes package protection. Checkout+ 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).

Exchanges — Important Conditions

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

U.S. Returns — Quick Compare

Return Type	With Checkout+	Without Checkout+
Refund	30 days · $0 fee · prepaid label	21 days · $14.50 fee · prepaid label
Exchange	30 days · 2 free labels per order, then you pay	21 days · 1 free label per order, then you pay
Store Credit	30 days · always free	21 days · always free

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.

How to Start a Return

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: store credit only).
3. Follow the prompts to complete your request and print your label where one is provided.

Returns sent outside the portal will be refused and returned to sender.

Reduced Items

Items shown at a reduced price and marked with a Reduced label (for example, discontinued colors and end-of-season markdowns) are eligible for exchange or store credit only — they are not eligible for a monetary refund. This applies whether or not you have Checkout+, and the standard return window applies.

Reduced items are not the same as Final Sale items: Reduced items may be exchanged or returned for store credit, while Final Sale items cannot be returned at all. If an item is marked both Reduced and Final Sale, Final Sale terms apply.

Labels & 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 exchange labels are paid by the customer.
• Store credit: return labels are always free.
• Canada: self-ship with a tracked and insured carrier (labels are not provided; store credit only).
• International: self-ship with tracking and insurance.

Fees & Deductions

• Refund restocking fee (U.S. / International): $14.50 per refund return (waived with Checkout+).
• Multiple refund returns (without Checkout+): if you create separate labels for separate refund returns from the same order, the $14.50 fee applies to each refund label created.
• Partial-return shipping adjustment: if your order received free standard shipping by reaching the $150 threshold and a partial return brings the kept portion of your order below $150, the $10 standard shipping charge that would otherwise have applied is deducted from your refund.
• Exception expedites: if we expedite a replacement as a one-time exception and it is later returned, the expedited shipping cost is deducted.
• DDP refusals (International, where applicable): if a DDP shipment is refused and returned, the customer is responsible for carrier return and brokerage costs, deducted from the refund.
• DDP duties and taxes: where an order ships DDP, duties and taxes collected at checkout are not refundable on returns.

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.

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. 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.

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.

Shipping Charges

Paid shipping charges — including 2-Day Air, Next Day Air, and any other non-free shipping option — are not refundable and are excluded from any refunded amount.

Custom Orders

Custom orders — including custom dyeing or garments with imagery or logos — are Final Sale once the final sample is approved.

Pre-Orders & Cancellations

• Pre-orders are charged in full at checkout.
• Your estimated ship window is shown on the product page. Ship dates are estimates, not guarantees — we update the product page routinely as we get shipping updates, so it always shows the most current estimate. Check the product page for the latest window on your piece.
• You can cancel a pre-order any time before it ships for a full refund to your original payment method. To cancel, email support@puracashmere.com from the email on your order, with your order number.
• If you cancel and later re-order the same piece, your new order joins the pre-order queue by its new order date, which may mean a later ship window than your original.
• If we are ever unable to fulfill a pre-order, we will let you know and refund you in full — nothing required on your end.
• Once a pre-order has shipped, the cancellation window has closed; any return or exchange then follows our standard return policy.

General Terms

This 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 support@puracashmere.com or use the chat bubble at the bottom of any page.