Returns and Refunds Policy

Last Updated: 1 January 2025

At PureWater Elite, we stand behind the quality of our products. This Returns and Refunds Policy outlines your rights and our procedures for returns, refunds, and exchanges.

1. Your Consumer Rights

Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have specific rights when purchasing goods online in the UK.

2. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all our water filtration systems. If you're not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund.

Conditions:

  • The system must be in its original condition and packaging
  • All components, accessories, and documentation must be included
  • The system must not have been installed or used
  • You must provide proof of purchase

3. 14-Day Cooling-Off Period

Under UK law, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is in addition to our 30-day guarantee.

How to Exercise Your Right:

  • Contact us by email, phone, or post within 14 days of receiving your order
  • Clearly state your intention to cancel
  • Return the goods within 14 days of notifying us

4. Faulty or Damaged Goods

If your product arrives damaged or develops a fault, you have the following rights:

Within 30 Days of Purchase:

  • Full refund
  • Replacement product
  • Repair (if appropriate)

After 30 Days:

  • Repair or replacement
  • Refund if repair or replacement is not possible
  • Covered by our warranty terms

5. How to Return an Item

Step 1: Contact Us

Email: returns@purewaterelite.com
Phone: +44 20 7946 0958
Provide your order number and reason for return

Step 2: Receive Return Authorization

We'll provide you with a Return Merchandise Authorization (RMA) number and return instructions.

Step 3: Package Your Return

  • Use the original packaging if possible
  • Include all components and accessories
  • Include a copy of your invoice
  • Clearly mark the RMA number on the package

Step 4: Ship Your Return

Send to:
PureWater Elite Returns Department
47 Berkeley Square
London W1J 5AT
United Kingdom

6. Return Shipping Costs

  • Faulty or Damaged Items: We cover all return shipping costs
  • Change of Mind: Customer responsible for return shipping
  • Cooling-Off Period: Customer responsible for return shipping

We recommend using a tracked delivery service for returns.

7. Refund Processing

Once we receive and inspect your return:

  • We'll send you an email confirmation
  • Refunds are processed within 5-7 business days
  • Refunds are issued to the original payment method
  • It may take 5-10 business days for the refund to appear in your account

8. Exchanges

If you'd like to exchange your product for a different model:

  • Contact us to arrange the exchange
  • Return the original product following our return process
  • We'll ship the replacement once we receive the return
  • Price differences will be refunded or charged as appropriate

9. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Installed systems (unless faulty)
  • Used or opened filter cartridges
  • Custom-ordered or personalised items
  • Items without original packaging

10. Warranty Coverage

All PureWater Elite systems come with comprehensive warranty coverage:

  • Home Systems: 10-year warranty
  • Business Systems: 15-year warranty
  • Industrial Systems: 20-year warranty

Warranty covers manufacturing defects and component failures under normal use.

11. Installation Services

If you've purchased installation services:

  • Installation must be cancelled at least 48 hours in advance for a full refund
  • Cancellations within 48 hours incur a 50% fee
  • If installation reveals issues with your property, we'll discuss options before proceeding

12. Damaged in Transit

If your order arrives damaged:

  • Note the damage on the delivery receipt
  • Take photographs of the damage
  • Contact us within 48 hours
  • We'll arrange collection and send a replacement immediately

13. Late or Missing Refunds

If you haven't received your refund within the stated timeframe:

  • Check your bank account again
  • Contact your credit card company (processing may take time)
  • Contact your bank
  • If you've done all of this and still haven't received your refund, contact us

14. Contact Us

For returns, refunds, or any questions about this policy:

PureWater Elite Limited
47 Berkeley Square
London W1J 5AT
United Kingdom
Email: returns@purewaterelite.com
Phone: +44 20 7946 0958
Hours: Monday-Friday 9:00-18:00, Saturday 10:00-16:00