Returns & refunds

We hope you love your Purflo purchase. But if something isn’t quite right, we’re here to help.

This policy explains how returns, refunds, faulty items and cancellations work when you buy directly from purflo.com.

Our returns policy

You have 14 days from receiving your order to let us know you’d like to return it.

You then have a further 14 days to send the item back to us.

This gives you a total of 28 days from receiving your order to notify us and return your item, as long as the conditions below are met.

What can be returned

To be eligible for a return or refund, your item must:

• Be unused and in its original condition
• Include all original packaging and tags
• Not be personalised or customised
• Have been purchased directly from purflo.com

If you bought your Purflo product from another retailer or website, please contact them directly. They’ll be able to help you with their own returns process.

How to start a return

Before sending anything back to us, please email hello@purflo.com to request a Returns Authorisation Number.

Once you have your Returns Authorisation Number, please:

• Package your item securely
• Send it back using a tracked delivery service
• Keep your proof of postage until your return has been processed

We’re unable to take responsibility for items that are lost in transit, so we always recommend using a tracked service.

If these steps aren’t followed, your refund may take longer to process.

Refunds

Once we’ve received your returned item, we’ll check that it meets the return conditions above.

If your return is approved, we’ll process your refund within 14 days.

Your refund will be made to the original payment method used when placing your order.

Where required by your statutory rights, your refund will include the standard delivery charge paid when you placed your order. Any additional amount paid for premium or express delivery may not be refunded.

Return postage costs

If you’re returning an item because you’ve changed your mind, or for any reason not related to a fault or defect, you’ll be responsible for the cost of return postage.

If your item is damaged or faulty, please contact us before returning it so we can guide you through the next steps.

Damaged or faulty items

Every Purflo product is carefully designed, tested and quality checked. Our products are tested to the relevant British and European safety standards and go through user trials during the product development process to make sure they are safe and suitable when used and cared for in line with the product instructions.

We also have a Quality Management System in place to help make sure our products are free from material or manufacturing defects.

In the rare event that your item arrives damaged or faulty, please contact our Customer Care team at hello@purflo.com within 28 days of receiving your order.

We’ll explain how to return the item and, where the item is confirmed as damaged or faulty, we’ll cover the return postage costs.

Depending on the issue, we’ll offer a replacement, repair or refund in line with your statutory rights.

If a faulty product is returned within 30 days of you receiving it, you’re entitled to a full refund.

After 30 days, and within the first six months of you receiving the item, we’ll usually offer a repair or replacement first.

Please note that once we’ve received and inspected the returned item, we may be unable to offer a refund, repair or replacement if the item has been damaged intentionally, damaged through misuse, or damaged because the care or cleaning instructions haven’t been followed.

Cancelling an order

If you’d like to cancel an order that hasn’t been dispatched yet, please contact our Customer Care team as soon as possible at hello@purflo.com.

If your order has already been dispatched, you’ll need to follow the returns process above once you receive your item.

Your statutory rights

This Returns and Refunds Policy does not affect your statutory rights as a consumer.

If you have any questions, or need a little help with your return, please contact our Customer Care team at hello@purflo.com.

Thank you for shopping with Purflo.