Returns

Puro Accounts

We highly recommend creating a Puro account before ordering - review current and past orders and save your shipping information, which helps expedite warranty services whenever you require it. Puro will never sell or share your information. 

Order Confirmations

You will receive an order confirmation by email. If you have a problem completing  your order online or are not certain if your payment was successful please contact Puro support via email. If you prefer to contact us by phone, please submit a support request with your phone number and preferred call back time. 

Pricing

All prices are quoted in US dollars. Foreign exchange rates apply and may depend on the date your order was placed.As is standard practice, tobacco product excise taxes are included in the retail price. Tobacco products are subject to sales tax at the point of sale to the consumer. All orders are subject to local sales tax.

Damaged/Incomplete/Incorrect Orders

If you receive an order shipped from Puro that is damaged, incorrect, or incomplete, please contact us immediately. Please note: damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy. Please feel free to contact us with any questions regarding our policies.

Amending & Cancelling Orders

Puro is unable to amend or cancel orders once tracking information has been generated, usually within 24 hours of placing your order. Please contact Puro Support as soon as possible. 

Return Policy

Please carefully research the product you are interested in before making your purchase. Refunds are only available for new and unused devices purchased on Puroofficial.com. If you would like additional information about any of our Puro products, feel free to contact Puro Support. Our friendly, experienced and knowledgeable support team, The Puroers, are happy to help! 

Counterfeiting

The fight against unauthorized sales and counterfeiting is a long-term commitment to quality and service by Puro. Puro is dedicated to ensuring Puro customers receive the modern technologies, beautiful design and world-class support that encompass the brand. 

Puro advises consumers to be cautious when purchasing devices from unauthorized resellers as the quality, reliability and safety of these products is uncertain and in some cases, may expose the user to serious dangers not encountered with genuine Puro products.

Puro has a devoted team who actively pursues and investigates unauthorized resellers and counterfeiters in an effort to protect customers and business partners. By finding counterfeiters and taking legal action against them, we’re doing our part since many people do not understand the global ramifications of counterfeiting, or the cycle of abuse they are supporting when purchasing counterfeit goods. 

Puro do not want anyone to be victims of counterfeiting, so we have provided a unique number to all the original Puro products. When you buy a  Puro product, scratch and see the code hidden on the packing, and check whether the product is original or not by visiting www.puroofficial.com/validate . We are not able to reimburse money used to purchase infringing goods since such goods were not bought from Puro, nor do we assist with the resolution of disputes, including assistance with PayPal or credit card refunds.

Contact Puro Support to learn more about authorized dealers, as any product purchased outside of our exclusive sales network runs the risk of being counterfeit and is not guaranteed under warranty.