Refund policy

We want you to love every order from Pure Trust Imports. Because most of what we sell is food, our return rules are designed to keep every product safe for every customer. This policy applies to orders placed on puretrustim.com.

Retail returns

  • You can return unopened, non-perishable items in their original, sealed packaging within 14 days of delivery.
  • Items must be unused, undamaged and in resalable condition, with labels and seals intact.

Items that cannot be returned

  • Opened, used or unsealed food and personal care items.
  • Perishable goods, including bakery items, cakes, sweets and beverages.
  • Gift cards.

Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, contact us within 48 hours of delivery with your order number and a photo of the item and packaging. We will send a replacement or issue a full refund, including shipping. You do not need to return the damaged item unless we ask you to.

How to start a return

  1. Email info@puretrustim.com or call (916) 549-7520 with your order number and the items you want to return.
  2. If the return is approved, we will send you a Return Authorization (RA) number and the return address.
  3. Pack the items securely, write the RA number on the package, and ship them within 10 business days of receiving the RA number. Returns sent without an RA number, or after this window, cannot be accepted.

Return shipping

  • If the return is due to our error (damaged, defective or incorrect item), we cover the cost.
  • For all other returns, return shipping is paid by the customer, and original shipping charges are not refunded.

Refunds

Once your return arrives and is inspected, we will email you to confirm whether it is approved. Approved refunds are issued to the original payment method within 5 to 10 business days. Your bank or card issuer may take a few extra days to post the credit.

Order changes and cancellations

Need to change or cancel an order? Contact us as soon as possible. If the order has not shipped yet, we will do our best to update or cancel it. Orders that have already shipped follow the return rules above.

Wholesale orders

Wholesale (case and pallet) orders are final once shipped or delivered, except for damaged, short-shipped or incorrect items. Please inspect deliveries on arrival, note any damage or shortage on the delivery receipt or Bill of Lading, take photos, and contact us within 48 hours. Freight charges are not refundable unless the error was ours.

Questions

Pure Trust Import LLC · 10275 Old Placerville Road #11, Sacramento, CA 95827
Phone: (916) 549-7520 or (279) 259-4248 · Email: info@puretrustim.com · Monday to Friday, 9 AM to 5 PM Pacific