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Purple Wave · Customer Care
Changed your mind or something isn’t right? Here’s everything you need to know about returns, exchanges and refunds.
At a glance
Returns & Refunds
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unused, in its original packaging, and with any included accessories or documentation.
You’ll also need your receipt or proof of purchase.
To request a return, email admin@thepurplewavestore.com .
If your return is accepted, we’ll provide the correct return address and instructions before you send the item. The return location may differ from our registered business address and, depending on the fulfilment location of your order, may be outside your country. Please do not send returns to our registered Dubai office unless we specifically instruct you to do so.
Return shipping costs: if an item is faulty, damaged or incorrect, Purple Wave will cover reasonable return shipping costs where a physical return is required. For eligible change-of-mind returns, return postage is the customer’s responsibility unless we provide a prepaid label or applicable law requires otherwise. Any expected cross-border return postage will be communicated before you send the item.
Items sent back without first requesting a return may not be accepted.
Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, or if you receive the wrong item.
We’ll review the issue and work with you to make it right.
Certain items may not be eligible for return where required for health, hygiene, safety or legal reasons.
Please contact us if you are unsure whether your item is eligible.
Gift cards are non-returnable except where required by applicable law.
Items purchased at a sale or promotional price remain eligible for returns and refunds in accordance with this policy and any applicable consumer rights.
The simplest way to get a different item is to return the item you have.
Once your return has been accepted, you can place a separate order for the replacement item.
We’ll notify you once we’ve received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued automatically to your original payment method.
Approved refunds are issued within 7 days after we receive and inspect the returned item.
Purple Wave does not charge a restocking fee.
Please remember that your bank, card provider or payment provider may take additional time to process and post the refund after it has been issued.
How it works
Email us within 14 days of delivery and include your order number and the reason for your return.
Once accepted, we’ll provide the information you need to return your item.
Once your return is received and inspected, we’ll confirm whether your refund has been approved.
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection law.
Purple Wave is operated by PURPLE WAVE PORTAL L.L.C.
Need a hand?
If something isn’t right with your order, get in touch and include your order number so we can help you as quickly as possible.