Refund policy

At Pure Culture, we are committed to delivering products with care, quality, and integrity.

Our product, Zero Pain, is a traditional joint and mobility oil intended for external use. To maintain product hygiene, safety, and quality, we follow a carefully defined return and refund policy.

Please read the following terms before placing your order.

1. Eligibility for Returns

Due to the nature of our product, returns for change of mind are accepted only when:

  • The product is completely unused and unopened.
  • The original packaging is intact and undamaged.
  • The bottle's cap and any applicable protective or tamper-evident seals remain intact.
  • The return request is submitted within 48 hours of delivery.
  • The product is returned in its original condition with all accompanying packaging.

Once the bottle has been opened, used, or tampered with, it is not eligible for a standard return.

This restriction does not apply to defective, damaged, incorrect, or otherwise non-conforming products where a remedy is required under applicable law.

2. Non-Returnable Conditions

Standard returns and refunds are not available for:

  • Products opened or used after delivery.
  • Products with broken or tampered seals, unless there is a product defect.
  • Products damaged due to improper handling or storage after delivery.
  • Change-of-mind requests submitted more than 48 hours after delivery.
  • Promotional or clearance products expressly marked as non-returnable for change-of-mind purchases.

These restrictions do not affect your rights under applicable consumer protection laws.

3. Damaged, Leaking, Defective or Incorrect Orders

We take great care in packaging every Zero Pain order.

If you receive:

  • A damaged or broken bottle.
  • A leaking product.
  • An incorrect product.
  • A product with a manufacturing defect.
  • A product that does not match its advertised description.

Please contact us as soon as possible, preferably within 24 hours of delivery.

Share the following details:

  • Order ID.
  • Clear photographs of the product.
  • Photographs of the outer packaging and affected area.
  • An unboxing video, if available.

An unboxing video is helpful but not mandatory.

After reviewing your request, we will arrange an appropriate resolution, which may include:

  • A replacement product, or
  • A refund to your original payment method.

Where the issue is attributable to us, eligible return or replacement shipping costs will be covered by Pure Culture.

The suggested 24-hour reporting period helps us investigate delivery issues promptly. It does not remove any consumer rights available under applicable law.

4. Refund Process

Once your return or refund request has been approved:

  • Our support team will provide the necessary instructions.
  • If a physical return is required, the product must be sent back as instructed.
  • For standard unopened returns, the product will be inspected upon receipt.
  • Approved refunds will normally be initiated within 5–7 business days after the required verification or inspection.
  • The refund will be issued to the original payment method wherever possible.

For Cash on Delivery orders, our team may request verified bank account details to process the refund.

Your bank or payment provider may require additional time to credit the amount.

Original shipping charges for voluntary returns are non-refundable. Return shipping costs for voluntary returns are borne by the customer unless otherwise agreed.

Where a refund is due to an error, defect, or other issue for which Pure Culture is responsible, applicable shipping charges will also be refunded.

5. How to Initiate a Return

To request a return, replacement, or refund, please contact our support team.

Email: support@pureculture.co

WhatsApp: 9315585148

Please provide:

  • Your Order ID.
  • Your registered name and contact details.
  • Reason for the request.
  • Relevant product and packaging photographs.

Our support team will review your request and guide you through the next steps.

Please do not send any product back without first contacting us and receiving return instructions.

6. Important Information

Zero Pain is a topical joint and mobility oil intended for external use.

For hygiene and product integrity, opened products cannot ordinarily be returned for reasons such as change of mind or personal preference.

However, genuine concerns involving product defects, damage, incorrect deliveries, or other legally protected consumer issues will be reviewed and resolved appropriately.

Nothing in this policy limits your statutory rights under applicable Indian consumer protection laws.

7. Our Commitment

For over 70 years, our family's traditional oil has been prepared and shared with care.

As we bring that tradition to more homes through Pure Culture, we remain committed to treating every customer with the same thoughtfulness and respect.

Pure Culture

From Our Family to Yours.