Refund policy

At Pure Box Supply, we believe that thoughtfully selected home accessories can make everyday spaces feel more organized, welcoming, and personal. From solid wood picture frames that help preserve meaningful memories to wooden wall hooks and shelves that bring practical character to your home, every product is intended to offer a balance of functionality, craftsmanship, and timeless style.

We want you to feel confident when shopping with us. If an item does not meet your expectations, arrives damaged, or is different from what you ordered, our Return and Refund Policy explains how we can help.

This policy applies to purchases made directly through https://www.pureboxsupply.com/ and is administered by GE LLC.

1.1 Return Eligibility

Customers may request a return within 30 calendar days of receiving their order.

To qualify for a standard return, merchandise should meet the following conditions:

  • The item must be unused and remain in its original condition.

  • The product should not show signs of installation, modification, or unnecessary handling.

  • Original packaging, protective materials, accessories, and included components should be retained whenever possible.

  • The item must not have been damaged through improper handling, misuse, or accidental incidents after delivery.

  • Customers must provide an order number or other reasonable proof of purchase.

For wooden products, we understand that natural wood may display subtle variations in grain, color, texture, and pattern. These characteristics are part of the natural appearance of wood and are not automatically considered manufacturing defects.

However, if a product arrives with significant damage, structural defects, missing components, or a condition substantially different from its description, please contact us for assistance.

1.2 How to Request a Return

We aim to make the return process straightforward and easy to understand.

To initiate a return, please email:

[email protected]

Include the following information:

  • Your full name.

  • Your order number.

  • The name of the product you wish to return.

  • The reason for your return.

  • Clear photographs when the item is damaged, defective, or incorrectly delivered.

Our customer service team will review your request and provide return instructions, including the appropriate return destination and any additional information required.

Please do not send merchandise back before receiving return authorization. This helps us identify your package and process your request accurately.

1.3 Damaged, Defective, or Incorrect Items

We take product quality and order accuracy seriously.

If your solid wood picture frame arrives cracked, your wooden wall hook is broken, or your shelf has sustained damage during transportation, please contact us as soon as reasonably possible.

For damaged or incorrect deliveries, we recommend including photographs showing:

  • The overall condition of the product.

  • The specific damaged or incorrect area.

  • The outer shipping package, if visibly damaged.

  • Any relevant shipping label or packaging information.

After reviewing the information, we may offer an appropriate resolution, which may include:

  • A replacement product.

  • A refund to the original payment method.

  • A return with a refund after the merchandise has been received and inspected.

  • Another reasonable solution agreed upon with the customer.

Customers will not be required to bear return shipping costs for merchandise confirmed to have been incorrectly supplied or damaged before delivery, where applicable under law.

1.4 Non-Returnable Situations

Unless required otherwise by applicable law, certain return requests may be declined.

Examples include:

  • Products returned after the 30-day return period without an applicable legal exception.

  • Items showing damage caused by misuse, improper installation, or unauthorized alterations.

  • Products missing essential components because of customer handling.

  • Merchandise that has been substantially modified after delivery.

  • Returns without sufficient purchase information to verify the transaction.

Natural wood variations, including ordinary differences in grain patterns, knots, and shades, do not independently establish that an item is defective.

This section does not limit any rights customers may have under applicable consumer protection laws.

1.5 Refund Processing

Once an authorized return reaches us, the returned merchandise will be inspected to determine whether it meets the applicable return conditions.

If your refund is approved, we will initiate the refund to the original payment method.

Our general refund procedure is as follows:

  1. The returned package is received.

  2. The merchandise is inspected.

  3. The return is approved or the customer is contacted if further clarification is necessary.

  4. The approved refund is submitted to the original payment provider.

Approved refunds are generally initiated within 5–10 business days after the return has been inspected and approved.

Please note that your bank, credit card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.

The time required for the funds to become available is outside our direct control.

1.6 Partial Refunds

In certain circumstances, a partial refund may be considered.

This may apply when:

  • An item is returned with missing accessories.

  • The merchandise has been used beyond what is reasonably necessary for inspection.

  • The product has sustained customer-caused damage.

  • The returned condition differs materially from the condition in which the merchandise was delivered.

Any deduction will be assessed according to the circumstances and applicable law. We will communicate the reason for any proposed adjustment before finalizing the refund.

1.7 Exchanges and Replacements

If you receive an item that is damaged, defective, or incorrect, we will work with you to identify a suitable replacement or alternative resolution.

For customers wishing to exchange an item simply because they prefer a different style, size, or design, please contact our customer service team first.

Exchanges are subject to product availability and the applicable return requirements.

1.8 Order Cancellations

If you wish to cancel an order, please contact us immediately at [email protected].

We will make reasonable efforts to stop an order before it enters fulfillment or shipping.

Once an order has been processed, packed, or handed over to the shipping carrier, cancellation may no longer be possible. In such circumstances, customers may request a return in accordance with this policy after receiving the merchandise.

1.9 Return Shipping Costs

For standard returns resulting from a change of mind, personal preference, or an incorrect customer selection, customers may be responsible for return shipping expenses.

For confirmed defective, damaged, or incorrectly shipped merchandise, GE LLC will provide an appropriate return or replacement arrangement in accordance with applicable law.

Original shipping charges, if any, will be handled according to the circumstances of the return and applicable legal requirements.

1.10 Contact Us About Returns

If you have questions about an existing return, refund, or replacement request, please contact:

GE LLC – Customer Support

1200 Brickell Ave, Suite 510
Miami, FL 33131
United States

Email: [email protected]

We appreciate the opportunity to resolve any concerns and make your shopping experience with Pure Box Supply as comfortable as possible.