Exchange/Returns Policy
We hope that you are delighted with your order. However, we know that sometimes you change your mind or are given the same or similar item. We do offer a money back or exchange guarantee on all items. Items must be returned unused, complete with tags and in its original packaging within 14 days of purchase subject to the below conditions.
- If you wish to exchange an item a re-delivery charge of £6.00 plus/minus any difference in price, will be charged.
- If you wish to receive a refund, we will issue a full refund less the packing and postage charges stated on your order.
Please note, that upon receipt and inspection if we find the returned item has been used, you will not be entitled to a refund.
Returns Procedure
Please email us at hello@purflo.com or call us on +44(0) 1384 298531 within 7 days of receiving your order. Include in your communications:
Order ID
Date of Purchase
Item No.
Reason for return
Your Name, Delivery Address, Email & Daytime contact telephone number
It is your responsibility to ensure the goods arrive to us undamaged in transit, so please ensure they are suitably packaged to protect them in transit to our warehouse and we recommend using Royal Mail 1st Class Recorded Delivery where a tracking number & proof of delivery can be issued, as proof of sending is not proof of receipt and we will not be able to refund or exchange any item(s) that are lost in transit.
All item(s) are to be returned to the following address:
Purflo Returns
Bay 1, Building 47, Second Avenue,
The Pensnett Estate, Kingswinford,
West Midlands DY6 7UZ
Please include with your item a note with the following details:
Order ID
Date of Purchase
Item No.
Reason for return:
Your Name, Delivery Address, Email & Daytime contact telephone number
Defective Goods Policy
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.
If you believe you have received a product as new or discover after use a product has a material or manufacturing defect, please stop using the product and contact us immediately by email at hello@purflo.com or by telephone on +44(0) 1384 298531.
Include in your communications:
Your Name, Address, Email & Daytime contact telephone number
Order ID: (if known)
Date of Purchase: (if known)
Item No.
Details of Defect
We will take action immediately to ensure the defect is rectified or arrange with you for the product to be returned in accordance with our returns procedure.
Upon receipt & inspection, if the product is found to have a material or manufacturing defect we will refund your return postage charges and exchange or if you require, issue a full refund including packing and postage charges.
Please note, that upon receipt and inspection if we find the returned item has been damaged intentionally or damaged through misuse or not following cleaning instructions, you will not be entitled to a refund.
Incorrect Item Received
We take great care to ensure that you receive exactly what you ordered with each order being double checked by a second person before it is sealed for dispatch. However, we are human and much to our embarrassment we sometimes do make a mistake.
If you have received an incorrect item, do not open the product packaging and please call us on +44(0) 1384 298531 within 7 days of receiving your order and tell us:
Order ID
Date of Purchase
Item No.
Reason for return: Incorrect Item Received
Your Name, Delivery Address, Email & Daytime contact telephone number
We will take it from there to arrange for the correct item to be delivered and the incorrect item to be collected, at no cost to yourself. In the event that the item you ordered is not in stock, we will arrange collection of the incorrect item and issue a full refund including packing and postage charges.
Refunds
To enable a successful refund in accordance with this policy, please ensure that the Returns Procedure is adhered too. Refunds will be credited to your original method of payment.
Spare Parts
If you have accidentally damaged or misplaced a part of any purflo product, in most cases a replacement part is available for purchase from us. Please contact us by email at hello@purflo.com or call us on +44(0) 1384 298531.
General Enquiries
If you have a question about any purflo product please email us at hello@purflo.com or call us on +44(0) 1384 298531 and we will be happy to answer any question.