If you're not 100% happy with your new appliance, just let us know within 30 days of delivery and you can return it for a full refund. See our Terms and Conditions for information on how to cancel or email us [email protected] or call us on 01202 484411.

30 Day Cancellation

If you are not 100% happy with your new product we are happy offer a full product refund within 30 days of purchase.

Exchange Your Product

If the product isn't what you expected, maybe it's a bit too big or small for your home, we'll happily arrange an exchange for you.

Free Returns

If your item is faulty we will cover the costs of returning the item to us and help provide a replacement product right away.

On Hand to Help

Based in Christchurch and open 7 days a week. Our friendly team are on hand to help with any queries you may have about returning your product.

Here's some additional things you need to know

We recommend that upon arrival you unpack your purchase and inspect it properly, however, if you've used or installed it, we will only be able to make a partial refund to cover the loss in value of the product. Please note, this could be up to 50% of the price of the item, depending on the condition of the item when returned. Your refund will be made within 14 days of the item arriving back to our warehouse.

Our 30 day cancellation policy also applies to any shipping or additional services you may have ordered (such as disconnection, disposal etc) but please note these costs can only be refunded if cancelled prior to despatch. Please note all services & shipping fees are non-refundable once the item has been despatched, unless the service has not been carried out due to a failure on Purewell's part.

If you think your product may be faulty, then contact us right away we’ll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem, and may suggest an engineer’s visit to help identify the fault. If the product is faulty, we’ll offer you a resolution in accordance with your legal rights. If the item needs to be returned to Purewell, we will book a collection and if the item is found to be faulty, we will cover the costs of collection and re-delivery. If the item is not found to be faulty and is outside of our 30 day returns period then you will have to cover the costs of collection & re-delivery, plus be subject to a £2 admin fee.

If you’ve chosen Click & Collect as your delivery method, there are a couple of options should you decide you no longer want your item. If you have collected your item, simply contact us and we’ll arrange to collect it from you. If you haven’t yet collected your item you can simply leave it at the store until the 10 day collection window has passed. It will then be returned automatically and a refund will be processed within 7 days of us receiving the item.

If your item develops a fault whilst it is still under warranty we will do everything we can to help you rectify the fault. However, if we are unable to fix the problem then the item may need to come back to us. Any shipping charges incurred returning the product to us will be reimbursed once once of our engineers has confirmed a fault with the product.

If you choose to cancel your order within 30 days you will need to arrange for the item to be returned to us in order to receive a refund. Or, if you prefer we can arrange for the item to be collected and deduct the cost from any refund processed. We will confirm collection costs before collecting but please see below collection costs as a guide:

For items that are delivered by our courier partner DPD, we can collect the item for a fee of £13 that will be deducted from any refund made. For items that are delivered via our 2 Man or Freight Shipping option, we can collect the item for a fee of £48 + VAT. Please note these charges are only a guide and are subject to change and may be adjusted on a case by case basis.

We aim to process all refunds within 5 days of the item coming back to us following an inspection of the product.

Please note that as per our terms and conditions, if no fault is found in the item then the return shipping costs will be deducted from any refund made. See above for a guide on costs.