Warranty & Return Policy
30 Day Money Back Guaranteed
Customer satisfaction is our number one priority. If you are not satisfied with our product for any reason, or if an item is unsuitable, it can be returned for a refund within 30 days from date of purchase. All costs of returning the goods will be incurred by the customer. If any part requires repair during the first 30 day after receiving your air purifier, due to manufacturer defect, then PureMate will replace it with a new unit.
Please contact us for return and shipping instructions. Or simply e-mail us at [email protected] and our Customer Service department will make every effort to respond to your email within 24 hours. Once you receive a Return Authorisation Number for your unit(s):
- Thoroughly clean the unit before packing the product in its original box.
- Include the products User Manual, Brochures and Accessories that came with your order. (Mint Condition)
- Damaged products do not qualify for a return.
- Label and ship the package, using the enclosed Return Ship Label to the address provided.
- Failing to comply with the instructions will lead to a deduction of up to 15% of your total order amount.
On paper, please write your Name, Address, RAN, and a brief note indicating the reason for your return.
Please e-mail us your shipment tracking number at [email protected] when you ship back your unit(s) to us.
We are not responsible for lost parcels that have not been received by us.
- 30 DAYS MONEY BACK GUARANTEE ON BRAND NEW UNITS
- 7 DAYS MONEY BACK GUARANTEE ON REFURBISHED UNITS.
Our products pass strict tests prior to leaving an ISO9001 factory. If within stated warranty period from the date of purchase, the product does not perform according to the specifications, because of factory defects, the purchaser is entitled to have free repairs or replacement parts (for parts that are defective) upon presentation of the warranty/receipt provided that the malfunction or damage to the device and/or parts occurred under normal operating conditions.
If the machine is not repairable, then we will replace the product with one of equal or greater value depending on if we have the unit(s) in stock. If we do not have the unit(s) in stock, then we could reimburse you for the replacement of the product.
All costs of returning the unit(s) to our warehouse will be incurred by the customer and again once the unit(s) is dispatched from our warehouse to our customer.
A Goods Returns Authorisation Number (RAN) must be obtained from PureMate for each and every return so that we are able to process your return, otherwise, we have no means of identifying the items being returned.
Before you return any item to us please follow our returns authorisation procedure by emailing [email protected] We will provide you with a RAN and further information about how to return your item. Please note that a RAN is required before returning any order and we may refuse a return without a returns authorisation number.
All refunds are processed using the same method by which the original payment was made. Refunds are processed as quickly as possible, and usually within 5 working day.
Items Damaged Upon Receipt
If you receive items which the packaging looks damaged on, please sign for the parcels as ‘DAMAGED’ when you receive them from the courier. In all other cases, courier’s documentation should be signed as ‘UNCHECKED’ so that any warranty claims are unaffected.
Please check your order within 2 days of receipt of the items. If you find that the items are damaged in any way, please contact us by email within 2 days of receipt of the items to report the items as damaged on arrival and we will advise you of a RAN.
Faults found within 7 Day of receiving goods: If the product you have purchased develops a fault within 7 days of you purchasing it, in the first instance, please contact the relevant manufacturer as per the warranty mentioned above. This could prevent any avoidable returns to us, saving you the cost of returning the item to us if it turns out to be in full working order. If your product develops a fault within the first 7 days, and the manufacturer asks you to return the item to the seller, then we will arrange to collect the faulty unit and have it replaced.
Any products which are being returned must include all the items that you received in the original shipment including pipes, manuals, and any accessories included.
It is your responsibility to ensure that you package the product well. We cannot accept liability for goods which are damaged in transit and a refund or replacement may not be provided. Please also do not mark the packaging or write on the packaging in any way. A 15% re-stocking fee may be charged.
We test all returned products to confirm any fault and only then is a refund or replacement applied. All goods which are received in full working order will either be returned to you at your cost or incur a 15% restocking fee.
We usually arrange for a courier to collect your returns or occasionally we may ask you to return the items to us directly. Please be aware that proof of postage is not proof of delivery and if we ask you to return items to us, we highly recommend that you use either registered post or a courier service, always ensuring you have sufficient insurance on the return.
PLEASE NOTE THAT GUARANTEES OR WARRANTIES DO NO NOT APPLY FOR FAULTS CAUSED BY ACCIDENTAL DAMAGE, NEGLECT OR MISUSE.
Under the Distance Selling Regulations, customers have the right to cancel their contract with PureMate any time up to 7 working day starting the day after delivery. This only applies to consumers, business purchases are non-returnable.
If you wish to return goods to us, then you must use registered post or courier service which provides sufficient insurance to cover the value of the items you are returning. You will be liable for the costs of the return.
Please ensure you label the box correctly with your RAN and also please do not stick labels (including courier labels) to the outside of the packaging. An invoice copy should also be included and it is vital that goods are returned to us unused and unmarked. Warranties should not have been registered.
If you fail to comply with the above requirements, we reserve the right to reject your returned items. We reserve the right to charge you a minimum of 15% of the value of the original order as a re-stocking fee for unwanted goods.
Testing of all Returned Items
Please be aware that all returns are thoroughly tested. Any returned item which is not faulty will be returned to the customer at the customer’s cost. Refunds are not provided for returned products which are in good working order.
Any claims/return of goods shall be limited to, at our discretion, replacing the goods or refunding the price of the goods. Under no circumstances shall the liability of PureMate exceed the price of the goods.
We always try and ensure that all stock is available when ordered. We have high demands for our goods and sometimes we run out of stocks faster than we expect. To avoid disappointment we advise you to order as soon as possible. At the time of dispatch, if an item(s) is out of stock, we try to contact the customer by phone or email, please make sure to provide all contact details at the time of order. In case of wrong contact details provided or getting no response from the customer, PureMate reserves the right to cancel the order.
We aim to dispatch all orders within 24 hours of receiving the order, with next day delivery service within the UK only. Please allow 2-3 working days for deliveries outside of the UK. If items are out of stock, you shall be notified by phone or e-mail. We use tracked couriers, with a reliable delivery service with the full detailed tracking system. A signature will be required upon delivery. Note: If you do not receive the order within 2-3 working days please inform us.
All our items are subject to availability. All care has been taken to ensure that the product description and specifications are correct. Warranties will only be given to purchases that have been made directly from PureMate and its authorized dealers and distributors.
We use tracked couriers for shipment. For our customer’s satisfaction, we make sure that every order we ship is insured for more than the purchase price so that our customers can have complete peace of mind once they are done placing an order from PureMate. If you find your unit damaged before opening when it arrives, please notify us as soon as possible.