Returns and Refund Policy

At WHL Europe, we are committed to providing our customers with high-quality goods. We understand that sometimes, despite our best efforts, you may need to return a product or request a refund. This Returns and Refund Policy outlines our procedures and guidelines for returns and refunds in compliance with the Distance Selling Regulations in the UK.

28-Day Returns Policy

We offer a 28-day returns policy, starting from the date you receive your order, this includes 14 days to notify us and a further 14 days to return the item.
Within this period, you have the right to return any product that you are not completely satisfied with, provided it meets the conditions outlined in this policy.

Eligibility for Returns and Refunds

To be eligible for a return or refund, the following conditions must be met:
– The product must be in its original, unused condition with all tags and packaging intact
– The product must not have been personalized or customized
– The product must have been purchased directly from www.purflo.com, if a purchase was made from another retailer or website then you will need to go back to them directly to return

How to Initiate a Return or Refund

To initiate a return or refund, check above for eligibility and then follow these steps:
– Please email hello@purflo.com to obtain a Returns Authorisation Number
– When you obtain your Returns Authorisation Number we advise that any item you return to us is sent using a tracked service as we are not responsible for products lost in transit, please also obtain a proof of postage receipt.
– If the above steps are not followed your refund will be delayed

Refund Process

Once we receive your returned item and verify that it meets the eligibility criteria, we will process your refund within 14 days. The refund will be issued to the original payment method used for the purchase, excluding any shipping charges.

Return Shipping Costs

If you are returning a product due to a change of mind or for reasons unrelated to product defects you will be responsible for the return shipping costs.

Damaged or Defective Products

All purflo products have been tested to the current relevant British & European Safety Standards and have undergone user trials during the product development process to ensure that when used and cleaned in accordance with the product instructions, they are safe and suitable for their intended use.

We have a stringent Quality Management System in place to ensure that products are free of material or manufacturing defects, in the rare event that you receive a damaged or defective product, please contact our Customer Service Team at hello@purflo.com within 28 days of receipt. We will provide instructions on how to return the item, and will cover the return shipping costs, then either a replacement or a full refund will be offered.

If a faulty product is returned within 30 days you are entitled to a full refund. After 30 days and within the first 6 months of possessing the item we will offer a repair or a replacement.

Please note that upon receipt and inspection if we find the returned item has been damaged intentionally, damaged through misuse or not following the cleaning instructions, you will not be entitled to a refund.

Cancellations

If you wish to cancel an order that has not yet been shipped, please contact our Customer Service Team as soon as possible. If the order has already been dispatched, you will need to follow the standard return process upon receipt of the items.

Your Statutory Rights

This Returns and Refund Policy does not affect your statutory rights as a consumer under the Distance Selling Regulations in the UK.
If you have any questions or require further assistance regarding returns or refunds, please do not hesitate to contact our Customer Service Team at hello@puflo.com

Thank you for shopping with WHL EUROPE LTD. We value your satisfaction and strive to provide the best products and service to meet your baby and your needs.

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