Last updated: 10 September 2020
If you are not completely satisfied with your purchase, you can return the item back to us for a replacement, credit or a refund payment, subject to the below terms.
This policy forms part of the PurePad™ Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this policy, unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.
- Unwanted products
You can return an unwanted product to us, provided: it is undamaged and unused; it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable); it is not missing any accessories or parts; and you log a return with us within 7 days of delivery to you of the unwanted product. After 7 days, you can only return a product if it is defective.
We will collect the product from you at no charge to you. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 7 days of the return (or refund you if that is your preference). We are entitled to inspect the product to validate your return.
Received the wrong product?
If we have accidentally delivered the wrong product to you, or if the product you received is not as described on our website, please notify us and we will collect the product from you at no charge. We will deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 7 days of the return (or refund you if that is your preference).
- Product damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 days of such delivery by contacting us on our website.
We will arrange to collect the product from you for free. Once we have inspected the product and validated your return, we will replace the product as soon as possible (if such replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).
- Defective products
We do our best to ensure that the products we deliver to you are of a high quality and without defects.
What is a defect?
A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from water damage or other liquids;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 3 month after delivery of the product.
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice replace the product (if such replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). If the replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this policy, you may be liable to reimburse PurePad™ for the cost of collecting the product from you and the cost of having the product returned to you.