Refund Policy
U.S. voluntary returns
To request a change-of-mind return, contact david@puremvp.co within 30 days of delivery. Please include your order number and the items you would like to return.
Contact us before sending anything back. We will provide return instructions. Eligible items must be returned clean, complete and in their original packaging.
A 15% restocking fee applies to eligible U.S. change-of-mind returns. The customer is responsible for return shipping. If PURE Vacuum provides a return label, its cost will be deducted from the refund.
Damaged, defective or incorrect items
Contact us with your order number and photos if your item is damaged, defective or incorrect. These claims are handled separately from change-of-mind returns and do not carry the 15% restocking fee. Our product replacement warranty covers verified defects in materials or workmanship within 12 months of delivery, excluding normal wear, accidental damage and misuse. PURE Vacuum covers replacement shipping for approved warranty claims.
Refunds
After receipt and inspection, eligible refunds are issued to the original payment method. Your bank or payment provider may require additional time to make the credit available.
Order cancellation
Contact us as soon as possible if you need to cancel an order. We will confirm whether it can be canceled before dispatch. If it has already shipped, the applicable return process applies.
UK and EU statutory cancellation rights
Where statutory distance-selling cancellation rights apply, customers generally have 14 days after delivery to notify us that they wish to cancel, and a further 14 days to return the goods. The 15% voluntary-return restocking fee does not apply to a qualifying statutory cancellation.
For qualifying statutory cancellations, the standard outbound delivery charge is refunded where required. Any additional amount paid for expedited delivery is not included in that standard-delivery refund. The customer pays the direct return shipping cost for a change-of-mind cancellation unless applicable law requires otherwise. A deduction may apply where permitted by law for handling beyond what is needed to establish the nature, characteristics and functioning of the goods.
Refunds for qualifying statutory cancellations are made within the applicable legal deadline. These terms do not limit rights relating to faulty, damaged or incorrectly described goods, or other rights under applicable consumer law.