Cancellations & Returns
90 Day Money Back Guarantee
Under our 90 Day Money Back Guarantee you can cancel your order and return unwanted and unused goods at any time within 90 days from receipt of order. Items should be in a re-saleable condition, with their original packaging and with all component parts and any promotional items received. You should include a print off of your original order confirmation.
Certain items may be excluded from the guarantee. These include goods that are made to measure, cut or mixed to your requirements or ones which have a total order value over £1000*
* (Your statutory rights remain unaffected and such items may still be returned within a 14 day period).
It is essential before returning any item to us to complete the returns form here.
Where a product has been used or packaging has been opened, it is essential that a preliminary returns review takes place prior to issuing a returns authorisation. This will ascertain whether the product / liquid could cause any health & safety issues to staff and/or our suppliers as well as ensuring that correct disposal can take place where necessary.
If when inspected, goods are found to have been used or damaged, we reserve the right to refuse a refund, or to provide a partial refund.
Please Note: Under no circumstances will wetted filter cartridges be accepted for return.
Cost of Return Shipping
Free Returns: We are now part of the Paypal ‘Return Shipping On Paypal’ Scheme. If you have a Paypal account & purchased your goods via Paypal, under most circumstances Paypal will cover the cost of any returns, including on most international orders. You will have to pay for the return postage initially but will then be eligible to claim a full refund into your Paypal account. For further information on this service click here.
The cost of returns on items not covered by the Paypal Free returns scheme remains the responsibility of the customer except where the goods have been wrongly supplied or are faulty. We strongly recommend using a tracked service or insuring the goods being returned. Puriflow Water Solutions Ltd will not be liable for refunding goods lost in transit and not received by us.
If you purchased the item less than 90 days ago you can return it under our 90 Day Money Back Guarantee. Please make sure that you return all component parts and any promotional items received. You should include your invoice and a returns authorisation number. Please ensure that products containing water are fully drained of water before return. If the item has already been installed, call us on 020 3507-1879 for further advice.
If you purchased the item more than 30 days ago our aim is to get the problem put right as quickly as possible. Depending on the circumstances, we may offer a repair or where this is not possible we may replace the item with the same or an equivalent model.
Check if the manufacturer offers a helpline, repair or warranty service. Using this service is often the fastest way to get the problem put right.
If there is no warranty or repair service, or if you wish to return a faulty item:
Call us on +44 (0)203-507-1879 to arrange a return.
Returned goods address:
Puriflow Filters (OW),
Buckland Lake Reserve,
Kent ME3 7RT
IMPORTANT: Please DO NOT send returned goods to our Covent Garden office address as doing so may considerably delay the refund process.
Incomplete orders or parts missing
All consignments are checked for accuracy and quality at the warehouse prior to dispatch. In the unlikely event that parts are missing from your delivery or the order is incomplete from that described, we reserve the right to supply replacements of those parts or items. Missing parts or items should be reported to us as soon as possible but in any case within 14 days of delivery.
Our full terms and conditions are available – click here.