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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.
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.
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 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.