Return & Exchange Policy
All Pura Stainless products carry a 100% satisfaction guarantee. If for any reason you are not satisfied with the product you have purchased, it can be returned for a refund or replacement within 2 weeks of when you received your order. Only items purchased from www.PuraStainless.com and in new, unused and undamaged condition with the original packaging can be returned for a refund or exchange. Items purchased from other retailers, including online or brick and mortar stores, will need to be returned to their original place of purchase.
Please contact us at firstname.lastname@example.org to initiate your return. In your email, please include your contact information, the item(s) name and description, the order number as listed on the packing slip included with your order, and the reason for the return. Upon receiving your email request, we will respond with further instructions.
The label that arrived with your original order is not a prepaid shipping label. Once your return is approved, you will receive a return authorization number and the shipping address. Please use the shipping method of your choice to return items. When shipping products back to Pura Stainless, we recommend using a trackable method, such as USPS Priority or UPS Ground. Please retain your tracking number for delivery verification; Pura Stainless is not responsible for lost packages. If you requested an exchange, we will cover the shipping costs of the item being sent to you.
Please allow up to 10 business days once your package arrives at our facility for your return or exchange to be processed. All refunds will be issued to the original payment method.
If you have any questions please contact us at email@example.com
Pura Stainless® Lifetime Warranty
All Pura Stainless insulated and non-insulated bottles carry a limited lifetime warranty against manufacturer’s defects for the life of the bottle. Barring catastrophe, we expect your Pura Stainless bottles to give you many years of faithful service, and we want to know if it has somehow failed to deliver. Pura Stainless will replace any bottle found to be defective within the scope of normal and appropriate use.
Warranty claims will only be approved by Pura Stainless if the bottle was purchased from an authorized dealer. This warranty is limited to the lifetime of your Pura Stainless bottle, as limited by or subject to applicable law. The limited warranty provided by Pura Stainless only covers manufacturing defects and does not include any damage or defect of any Pura Stainless bottles caused by, whether directly or indirectly, any of the following: improper use or misuse of the product; damage or defect caused by cleaning, disassembly, alterations, or modifications; or damage or defect caused by or resulting from wear and tear, abuse, fire or Acts of God.
Please note, any bottle replaced due to warranty will be replaced with a bottle of the same size. If the size of the warrantied bottle is no longer available, it will be replaced by one of similar size and will not be of lesser MSRP value.
Before submitting a warranty claim, please read the following:
Silicone components: The nipples, spouts, straws, and sports tops are items which are subject to wear and are not covered under our warranty. Silicone is by nature a soft material. For this reason, Pura silicone components can wear over time and can be damaged if chewed when a child is teething. The following can also contribute to the premature wearing out of silicone components: hard water, non-natural automatic dishwasher detergents, antibacterial soaps, and repeated washing in the dishwasher.
To make your straws and spouts last longer, we recommend taking the bottle away from your child when they are not actively drinking. This will prevent passive teething on the spout or straw. Always check the spout or straw before each use. Torn or broken mouth pieces should be replaced. It is suggested that all silicone components that go in a child’s mouth be replaced every 8-12 weeks, or at first sign of damage.
Of course, new and unused silicone components that have a defect are always covered. Please submit your warranty claim within 2 weeks of receiving your order.
Bottles that are warped, dented, or dinged: This type of damage typically is not covered under the warranty. Standard, non-insulated bottles are crafted with a .5mm wall of stainless steel. This provides a strong, lightweight design. Sometimes, if a bottle is dropped when full, it can cause a dent, ding, or push the bottom of the bottle out. This is not a design flaw or defect.
We understand that bottles that wobble or do not sit flat due to a dent can be difficult to use. We offer a silicone bottle bumper that fits onto the 5 oz, 9 oz, and 11 oz bottles. The bumper helps currently dented bottles sit flat again and prevents bottles from getting dented in the first place. They can be found at www.PuraStainless.com.
Bottles with a leaking or broken bottom: You are eligible for a replacement bottle if the base of your bottle is leaking or has broken.
Discoloration of stainless steel: Cosmetic damage to a bottle is not covered under warranty. It is recommended that discolored bottles be scrubbed thoroughly. Most hard water deposits, other deposits, or discoloration (including the start of corrosion) can be eliminated by soaking the bottle overnight in white vinegar. Most discoloration is cosmetic and does not affect the function of the bottle.
Bottles that seem to have lost their insulating properties: You can test the insulation of your bottle at home with boiling water. Pour from a kettle or pot directly into the stationary bottle, filling it all the way to the neck. Exercise caution pouring boiling water into the bottle to avoid burns. Do not hold the bottle while filling with boiling water. Also, do not place any type of lid over the bottle. After about 5 minutes, feel the outside of the bottle (below the neck). If you feel any hot spots, the insulation has been compromised and you are eligible for a replacement.
Bottles that are damaged during the shipping process: If you ordered your bottle from www.PuraStainless.com and it has arrived damaged, please contact us. If you use your bottle for any length of time, it cannot be returned or replaced due to shipping damage.
Freezing stainless steel bottles: When water freezes, it expands with such force that it can easily bend metal. When a closed stainless steel bottle is put in the freezer or left in a place that will experience freezing temperatures, the bottom of the bottle will pop out, protrude, or deform. This can happen if your bottle is left in your car in the winter and the temperature drops below 32°F. Deformity caused by freezing voids the lifetime warranty.
Please check our FAQ section on infant bottles for specific instructions on freezing our standard bottles to store milk or baby food, or click here: https://www.purastainless.com/faq/can-i-freeze-milk-in-my-kiki-bottle/
Our vacuum insulated bottles should never be put in the freezer or left in freezing conditions as this can damage the vacuum between the two layers of metal and greatly diminish the bottle's insulating properties. Freezing voids the lifetime warranty.
Please submit your warranty requests to firstname.lastname@example.org. We ask that you include a description of the problem, how it occurred and pictures of the issue. You will be provided with further guidance within 2 business days.
If you are unsure if your Pura Stainless bottle qualifies for a Warranty Replacement, please email us at email@example.com and we would be happy to evaluate your issue.