Terms & Conditions
Order Process
Any order is subject to acceptance by Purewell Electrical, and following the receipt of any order we will send a detailed acknowledgement of all items ordered, though this is not an order acceptance. The offer will have been accepted, and the contract binding, once payment has been received by Purewell Electrical, and you have received a confirmation email confirming the item has been dispatched. Orders are not accepted until we have taken payment and confirmed shipment. If an order placed is not in stock you will be notified, and may cancel your order at any time and receive a full refund. If we inform you that we are unable to accept your order then we will arrange a full refund if payment has been received.
Availability
We display our stock availability on our website giving you an indication of when you can have an item delivered. This is an estimate of availability and not a binding contract for the delivery time. Where we display the earliest available delivery day prior to the checkout, postcode restrictions may apply and every order is subject to manual review by our sales team to confirm availability. To get the most accurate delivery dates available we recommend that you speak to a member of our sales team.
Please note that Purewell Electrical is both an online and offline retailer. We do our best to fulfill both channels evenly, however, we must highlight the difference between in store and online availability. Where a product is listed “in stock” this means that the product is available to order and is not necessarily in stock in our Christchurch store but may be in stock in our central warehouse in Andover or in stock with one of our suppliers. If an item is in our store it should display the message "on display in store".
We list thousands of products on our website and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff on a big scale but even they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will try to sort it out for you.
Purewell Deliveries
Orders placed on Saturdays, Sundays and Bank Holidays or after 2pm on Fridays may not be processed until the next working day.
We are unable to leave items if nobody is at the delivery address to receive / sign for the delivery and we are unable to leave items at an alternative address if you are not in. Our 2 man delivery team will contact you on the morning of your delivery to confirm a timeslot. If following this confirmation our 2 man delivery team are unable to deliver the item through no fault of Purewell Electrical a failed delivery surcharge may be levied. Items which are rejected for no good reason may incur a restocking fee.
Depending on the courier, we may not be able to offer a time specific delivery service. Our delivery service is either undertaken by our own staff, DPD, Panther or Royal Mail for smaller items. All courier deliveries require a signature.
Delivery is available for selected items throughout the UK, and our standard delivery is usually within 5 working days of purchase (or up to 7 days delivery service for non-UK mainland locations and parts of Scotland) for all in stock items. Next day delivery is available depending on stock holding and has a daily cut off of 2pm (any items ordered after 2pm will be dispatched the following working day, and delivered the working day after). Next day delivery is to UK mainland addresses where available and excludes non-UK mainland locations and parts of Scotland.
All deliveries will be to the door only and you may be required to assist the driver if necessary. Standard delivery is usually only to the front door or an easily accessible garage or outbuilding, although it is possible that some drivers will be able to take the product to a specific room though this is not normally part of their contract, unless a Delivery & Unpack service or Installation service has been selected. All items (excluding ex-display) will be delivered to the desired location in their original packaging. If the item needs to be unpackaged to be delivered to its final location, Purewell Electrical will not accept liability for any damage caused to the purchased item or the customer’s property.
We aim to deliver all goods on the date advised, however from time to time situations outside of our control may arise, resulting in delivery not taking place on the advised day. In such instances Purewell Electrical cannot accept any responsibility for loss of earnings/time, and do not provide compensation for delays in transit. We will do our best to keep you notified of any issues at all times.
If you have opted for Click & Collect, you will receive an email confirming the item ordered is in stock and ready for collection. When collecting an item you must bring with you: A copy of your order, the card on which the transaction was paid & a form of ID. You are unable to collect in store if you pay via Paypal.
In most cases if the item is available for delivery to the selected postcode (including restricted postcodes) the price will be displayed in the Basket section by the Delivery Estimator. If you receive a message requesting you contact us to arrange delivery
Postcode Restrictions
Any items that require shipment to the following postcodes may incur a supplementary delivery charge due to their location. This charge is usually included in the price displayed by the Delivery Estimator in the basket section:
AB30 - AB38, AB44 - AB56, BT - BT, FK17 - FK99, GY - GY, HS1 - HS9, IM - IM, IV1 - IV12, IV14 - IV28, IV30 - IV39, IV40 - IV56, JE - JE, KA27 - KA28, KW - KW, PA20 - PA38, PA41 - PA49, PA60 - PA78, PA80 - PA88, PH15 - PH26, PH30 - PH44, PH49 - PH50, PO30 - PO41, TR21 - TR25 & ZE – ZE.
If you would like more information about delivery to one of the postcodes listed above please call 01202 484411.
Failed Delivery & Installation Charges
Where a pre-arranged agreed day has been given for delivery and we are prevented from delivering the goods due to there being no one at the address, or for any other reasons such as: access restrictions that were not mentioned at point of purchase, goods being rejected for no good reason, an installation being found not be a like-for-like (unless previously agreed), a delivery or installation being requested that has not been pre-agreed and/or paid for, or aggressive or abusive behaviour, you may be liable to pay a failed delivery charge. This also applies if you cancel a delivery after the goods have been loaded onto the van for delivery to you.
If an installation cannot be completed because upon arrival / inspection the work required exceeds the standard installation service or agreed installation service, a failed installation/connection charge may be levied.
| Failed delivery | Failed installation/connection | |
|---|---|---|
| Re-delivery | £24.99 per item | 50% of connection charge per appliance for re-attempted connection* |
| Cancellation | £49.99 per item | Non-refundable |
*Services which are carried out by 3rd parties will be charged at full price for any re-delivery or installation services, e.g. gas
Failed installation/connection is only charged as a surcharge if we are carrying out this service on re-delivery. Unless the failed installation/connection is the fault of Purewell Electrical, installation/connection are non-refundable.
Once an item has been loaded onto the van any delivery and/or installation charges that have not been carried out (through no fault of Purewell Electrical) are non-refundable.
Charges may be either applied as a surcharge where required or will be deducted from any refund. A re-stocking fee may also apply for any returned item that is no longer in a brand new condition.
Manufacturer Deliveries
For certain items deliveries will be carried out by one of our approved suppliers. In addition to Purewell Electrical’s standard delivery terms the suppliers own terms may also apply. For further information, see below:
Fisher & Paykel Delivery Terms
Fisher & Paykel Appliances Ltd will deliver products to a home address in all areas of mainland United Kingdom, excluding Northern Ireland, subject to the terms, conditions and charges set out below.
Home deliveries for all products (excluding products listed below) will be charged at £85 plus VAT.
, RF610ADX, RF610ADW. RX611DUX, RX628DX, RX628DW, and OR120DDWGX units will be delivered with an option of free connection to an existing suitable water supply within 1.5 metres of the unit.
& RS90A1 units will be delivered with an option of free connection to an existing water supply within 1.5 metres of the unit. All delivery charges are for ground floor deliveries, additional charges may apply for non-ground floor deliveries. Home deliveries to offshore locations is at the discretion of Fisher & Paykel Appliances Limited and subject to quotation.
Website Information
We try to specify accurate dimensions and product features for every product listed on https://purewell.co.uk/. However, please be aware that the product dimensions may not include any protruding features such as controls and handles etc and product dimensions represent the casing of the product only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate only. Similarly, we've made every effort to display all product colours accurately. However we can't guarantee that the image displayed on your monitor will accurately reflect the true colour of the product delivered to you. Please also be aware that colours may differ between manufacturers. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.
From time to time human error may mean that the specifications listed against a product or images are inaccurate. In the event that following a purchase it becomes apparent that the product specification is inaccurate and this has led to purchase in error we will attempt to (but not be obliged to) rectify the situation in a way that is satisfactory to the customer.
Prices
All the prices we display are in British Pound Sterling (£) & include VAT and exclude delivery and other services such as disconnection & disposal of your old product, or connection/installation, unless stated specifically on the website. You can see further information on our delivery charges here and our installation charges here.
Warranties
Our warranties are provided by UK Warranty and RetraCare. For more information on your extended warranty please call the showroom.
Price Promise
Where you see the Price Promise logo on products the following terms apply:
On products that are currently (at time of purchase) selected to be part of Purewell Electrical's Price Promise these products have already been matched with the UK’s lowest price.
The price promise only applies to products that are sold by Purewell Electrical as an agent of Euronics and will be subject to the current pricing as stipulated by Euronics.
Purewell shall not be obliged to honour any price that it displays that is in disagreement with the current Euronics pricing.
The price promise only applies to products offered individually and not as part of package deals.
If you are taking delivery and/or installation of a product, competitors' prices will be taken into account and we will match the total price. If the competitor is not offering the same delivery services being requested as Purewell offers we will not match their pricing.
Cannot be used with any other offer.
In exceptional circumstances, we reserve the right to compensate the difference in vouchers redeemable in store.
We control the list of products that qualify for the price promise offer and this list is to subject to change at any time and is reviewed daily.
As part of our Price Promse we offer a 48 hour Price Match Guarantee with AO.com, John Lewis & Currys. The following terms apply:
The competitor’s product must be brand new, identical to ours, and offered on the same terms – vouchers, cashback, trade-ins and other promotions are not taken into account. Equally the competitor must be offering at least the same length of warranty.
Price Match
We will look to match Curry's, John Lewis, and AO.com store or website UK price at the time of purchase.
The Price Match Offer only applies to current models; end of line and discontinued products may not be included.
If you are taking delivery and/or installation of a product, competitors' prices will be taken into account. In the event that a competitor's delivery and/or installation charges are greater than ours, this will be taken into account and we will match the total price. We are not obliged to match a competitor's delivery and/or installation charge, as the service we offer cannot be directly compared to that of our competition. If the competitor does not offer the delivery service that is being asked for from Purewell then we will match the product price.
For orders of multiple items we will only match a quote from one retailer not a selection of retailers.
The Price Match Offer only applies to products offered individually and not as part of package deals.
We and the competitor must have stock ready for delivery. This offer also applies to items that are in stock with Euronics.
We must be able to verify the competitor’s price and stock position.
Cannot be used with any other offer.
We will consider all price match queries, however we shall not be obliged to match a price. For more information about Purewell & our Price Match Offer please call 01202 484411.
Payment
We are pleased to offer a variety of different payment options. Credit or Debit card (Visa Debit, Visa & Mastercard), Paypal & Amazon Payments. If there are any problems with receiving payment we'll let you know.
Referral Scheme
Our instore referral scheme allows you to get £25 off for both you and a friend. If you spend over £500 instore you will be given a coupon to pass on to a friend. If they redeem this when spending over £500 they will receive a £25 discount, and you will get a phone call from Purewell to get your £25 as well.
Discount Codes
From time to time we’ll offer discount codes on selected products. Discount codes will be available for limited time with eligible dates clearly visible. They’re also subject to availability and can be withdrawn at any time. Discount codes can't be used in conjunction with our Price Match Promise. Discount codes can only be redeemed onhttps://purewell.co.uk/ and may be subject to a usage limit. If you’re returning part of an order that’s had a discount code applied, your refund will be for the full amount minus the discount applied.
Returns
We request that all products are returned within 14 days of notifying us of the fault or desire to cancel, unless an engineer has been arranged for a call out.
Cancellation
We are pleased to offer Free cancellation on all orders prior to dispatch*. Once an item has been dispatched the order cannot be cancelled but we are able to offer Free Returns up to 30 days. We are also unable to cancel services and shipping within 24 hours of despatch. See Delivery Terms and Conditions for more information about Failed Delivery & Connection charges. *Please note for special orders of non-stock items we are not obliged to offer a full refund, this will be made clear at the point of purchase.
Returns
If you purchase a product online or over the phone and wish to cancel your order, we operate a 30 day returns policy in accordance with your rights as a consumer. If you wish to return any product, we require that you report it to us via email to sales@purewell.co.uk with the subject field stating ‘RMA Request - Unwanted within 30 days'. This must be completed within 30 days of the product being delivered to you. All products returned MUST be as new and unused, complete and contain ALL the original manuals, blank warranty cards, accessories and any other documentation included with the original shipment including the original packaging. Should you wish for Purewell Electrical to arrange collection, the cost of collection will be deducted from any refund made to you. If you wish to return a product within this 30 day period without the original packaging, you will need to purchase appropriate and adequate packaging yourself, and return to us via an insured courier service at your cost. Any costs incurred by Purewell Electrical will be deducted from any refund made to you, including the cost to supply genuine manufacturer packaging for your product. Note: goods that arrive in this manner damaged, whether by transit or not, will not be accepted for refund. Provided that the return meets these conditions then we will give you a full refund of the returned product less any delivery/collection expenses.
Items not eligible for our return policy as set out above: Headphones and In-ear Headphones (unless faulty),Opened DVD, Blu Ray, and VHS where any shrink wrap has been removed and it is no longer factory sealed Opened Blank DVD, Blu Ray, and VHS where any shrink wrap has been removed and it is no longer factory sealed. This does not affect your statutory rights as a consumer.
Please note for information about our in store returns policy please speak to a manager.
Faulty products
If you wish to return any faulty product, we require that you report it to us via email to sales@purewell.co.uk with the subject field stating ‘RMA Request - faulty within 30 days'. This must be completed within 30 days of the product being delivered to you. Any product returned as faulty within the first 30 days of receipt must be assessed by a manufacturer approved engineer to confirm that it is faulty. We endeavour to diagnose all faults immediately however, for complex and/or intermittent faults this process can take up to 5 working days from collection of the product.
If the item is reported as faulty within 30 days of purchase then should a fault be confirmed by the manufacturer then we will offer a full refund or replacement of the product. There is no cost to return an item that has developed a fault as this will be covered by Purewell Electrical, however should no fault be discovered, you will be charged for the cost of collection and re-delivery to you, plus a £2 administration fee payable prior to the product being returned to you. All original packaging should be retained for returns/refund/warranty purposes. If after 30 days the item is deemed to be faulty then provided your item is within its warranty period, you are entitled to a warranty repair. In most instances this repair will be carried out by the manufacturer's nominated repair agent, as per the terms of the warranty. Purewell Electrical will assist with arranging the for the manufacturer to carry out repair but it may speed up the process for the customer to liaise directly with the manufacturer to arrange a repair that will best suit them. Purewell Electrical is happy to arrange a repair by the manufacturer's repair agent on the customer's behalf but please note Purewell Electrical will book the first available repair slot, as we will be unable to know the most suitable timeslot for the customer. If the after the attempted repair the same issue persists then the customer may be eligible for a replacement. If the fault cannot be fixed and the replacement presents the same fault or is unavailable Purewell Electrical may consider a refund or an alternative product. These terms are in accordance with the Consumer Rights Act of 2015.
If your goods develop a fault within 30 days and you have not kept the packaging you will be referred back to the manufacturer for a warranty claim. We will either handle the servicing ourselves or direct you via one of our authorised agents. This does not apply to faults caused by accident, neglect or misuse for which there can be no refund or exchange. You may be liable for the courier costs to return the goods in the event that it has been established that the fault is a result of customer misuse, rather than a manufacturing fault. Goods must be returned within 14 days of RMA Request.
For certain products you may to register the warranty yourselves. We accept no responsibility for the registering of customer register warranties.
Please also note that most warranties only cover domestic use; items for use in commercial properties might not be covered.
This does not affect your statutory rights as a consumer.
Manufacturer contact details
Damaged Goods on Arrival
In order to make a claim of transit damage against a courier, transit damaged goods must be notified within 48 hours of the delivery, and we will require photographs of the goods and the box. Should goods arrive with damaged packaging you must sign and record this on the delivery note, and we strongly advise that you insist on checking the contents prior to signing for acceptance, as you will be otherwise signing that goods have been received in good condition.
Or you can refuse the item as damaged on delivery. If an item is refused you must contact us immediately with an RMA request. Any item returned to us without an RMA request may result in the item not being accepted by Purewell Electrical or the item will be deemed as returned unwanted and any refund will be made less delivery expenses.
Damaged goods signed for in good condition may not be accepted for return.
This does not affect your statutory rights as a consumer.
How We May Use Your Personal Information
We will use the personal information you provide to us to:
Supply and deliver the products. Process your payment for such products. Inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.
You agree that we may pass your personal information to our delivery agents or credit reference/fraud prevention agencies and that they may keep a record of any search that they do. We will not give your personal data to any other third party without your consent.
Installation
We offer an installation service for most of the products we sell, but we are only able to offer installation within a 30 mile radius of our Christchurch store. Please note that if our installers find that the existing connections do not meet current legislation additional surcharges may be incurred. If you would like any more information about our Delivery and Installation services & charges please call 01202 484411 to speak to one of our sales advisors.
For more information about what we will and won’t do with regards to installations please see our installations page.
From time to time we may offer installation services as part of a promotion, for example half price or free installation. Postcode restrictions apply, you can find out if installation is available in your area in the checkout.
We have done our best to outline a comprehensive list of what we can and cannot do with regards to installation on our website, however, due to the broad range of products and services that we offer there may be occasions where we encounter situations that we are unwilling or unable to carry out delivery or installation that have been detailed online.
We reserve the right to refuse any installations that we believe to be dangerous, not as specified or where our installers feel threatened or unwelcome. In this instance we will likely but not be obliged to, offer a refund. If an installation service is unable to carried out through no fault of Purewell or the customer has failed to follow the terms and conditions associated with the service they have selected, we reserve the right to charge for this service to compensate for the time allocated to carry out this work.
For gas installations we work with a skilled team of Gas Safe subcontractors.
Disconnection
Disconnection is available for existing appliances. Disconnection charges only apply when you have chosen to have an existing appliance disposed of but have not selected the installation of a new like for like appliance.
If you have ordered a disconnection service, there are a few things you will need to do before we arrive so we can disconnect successfully. If it's a fridge or freezer, please make sure it's defrosted and all food is removed. For washing machines and washer dryers, you'll need to remove any clothes from the drum and drained the appliance. If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed.
Please note that failure to empty an appliance in advance of our delivery team's arrival may result in the item not being taken away.
If a disconnection is unable to carried out through no fault of Purewell Electrical or the customer has failed to follow the terms and conditions associated with the service they have selected, we reserve the right to charge for this service to compensate for the time allocated to carry out this work.
For gas disconnections we work with a skilled team of Gas Safe subcontractors, including (but not exclusively) Your Plumber.
Disposal
If you have ordered a disposal service, there are a few things you will need to do before we arrive so we can dispose of your item successfully. If it's a fridge or freezer, please make sure it's defrosted and all food is removed. For washing machines and washer dryers, you'll need to remove any clothes from the drum and drained the appliance. If we’re disconnecting a dishwasher, please make sure all plates and cutlery are removed. For health and safety reasons our delivery team are not permitted to touch any items in left in appliance - including food, clothes, dishes etc.
If you’ve chosen to have your old TV disposed of, all we ask is that your old TV is disconnected and removed from any stands or brackets, ready for us to take away.
Please note that failure to disconnect or empty an appliance in advance of our delivery team's arrival may result in the item not being taken away.
If a disposal is unable to carried out through no fault of Purewell Electrical or the customer has failed to follow the terms and conditions associated with the service they have selected, we reserve the right to charge for this service to compensate for the time allocated to carry out this work.
Complaints & Problem Resolution
Who do I speak to if I have an issue with a product I have purchased or the service I have received?
In the first instance we would invite you to contact one of our helpful team who will be only too happy to assist with any queries. As a family business we understand the importance of customer service and we will do everything in our power to ensure a fair and equitable outcome to any issues. Contact us or call us on 01202 484411. If you would like to make a complaint, please fill in our Complaint Form to enable us to best resolve your issue. Please also be aware that in line with UK and EU legislation customers are advised that they also have the option to engage in a resolution via Online Dispute Resolution service.
Company Number: 660527 | Vat Registration Number: GB 185 6675 15
