We want you to be thrilled with your purchases and we have simplified things to make it easier to return your order as we want you to be 100% happy with your choices, so we have a policy that exceeds the Consumer Protection Regulations 2020
Please note that return conditions for business, consumers and non UK customers vary, please see the conditions for the type of customer you are.
UK Home Customers Key Points (Simplified to make things easier)
We have a policy of exceeding the legal requirements as set out by the UK Consumer Protection Regulations 2020 and are happy to refund any goods that were not suitable for your requirements, and returned to us in an un-used and re-saleable condition and with no missing contents, if the item is not re-salable or has missing contents, please let us know before sending the item back or this may delay or invalidate your return and we may still be able to part refund your order, please note that this is at our discretion.
We either meet or exceed all legal requirements, but their are a few requirements.
1. You must notify us within 14 days of receipt of your item that you wish to return your item by clicking this link - I wish to return an item.
2. The item must be returned in a resalable or undamaged condition with it's original packaging, we reserve the right to make a deduction for used items or items damaged or non resable due to handling.
3. We do not pay return carrier, but we can recommend a courier for you (see below).
4. The items must be returned to us within 28 days of receipt of your item or the return will automatically be rejected.
5. In order to correctly refund you and to provide a refund promptly download the claims form below, not adding this item to the box may delay any refund or in some cases invalidate the return.
6. We will check the return and refund your purchase within 2 working days but depending on how you have paid, please allow 5 days for a refund to appear in your account ( usually much sooner but some card companies do take longer than others).
The CPR 2020 act only applies to home customers and does not apply to business customers or non UK Customers, but in the interest of good customer service, we may still accept non UK home returns at our discretion.
Please note that in all cases, we are unable to refund or replace any custom print / bespoke orders, and we do not pay for return carriage, (we stopped doing this as like ASOS, this was sadly abused, so we had to stop paying return carriage, sorry).
Consumer returns process
1. Click the following link - I wish to return an item.
2. Pack the item up in their original packaging or if this is no longer available in a secure box so they don't get damaged while being returned.
3. Print out and fill in this form ( this allows us to quickly refund your purchase) - Click Here.
4. Use a trackable service, if you don't have a favourite courier, see our recommendation below.
5. We will check the item and will refund your purchase within 4 working days after receipt of your return to the original payment option.
UK Businesses Customers & Non International (Non UK) Customers
Business transactions aren't covered by the Consumer Protection Regulations 2020 but we want you to love our products and what we do, so we will normally ( we should point out we reserve the rights to refuse business returns) accept your item being returned, but there are a few conditions.
- You must inform us that you wish to return your item within 2 weeks of your item by using the following link to request a RMA number, items returned without an RMA number will be refused and returned to you.
- Accepting returns for a business customer is completely at our discretion and until you recieve a RMA number for us , we have not accepted the return ( in the interest of great customer service we rarely deny returns but this is at our discretion and an RMA number is an acceptance of the return).
- The item must be returned within 28 days of purchase as we are unable to accept returns after this time, if you return your item after this period, we will be unable to refund your purchase and you may have to pay for us to ship the item back to you, ( this is super easy to avoid , just let us know your returning the item and return it in under 28 days).
- We don't pay for return shipping and the item should be sent using a trackable service ( we recommend Royal Mail 48 hour tracked as this is the delivery service we use, but please note this recommendation is not offer of a guarantee from The Pure Option™).
- In the rare circumstances that your item is damaged in transit while being returned to us, we aren't able to open a claim on your behalf with your chosen carrier,so you will need to go through the couriers own website, we will provide evidence of damage but this is the policy of all carriers that the sender needs to open the claim.
- The item must be returned in a resalable condition and it's full contents must be returned with your item , items returned in a non resalable condition or missing contents may delay or invalidate a refund ( if you have used any of the items ordered please let us know as we may be able to still offer a refund).
- We will check the return and refund your purchase within 4 working day, but depending on how you have paid, please allow 7 days for a refund to appear in your account ( usually much sooner but some card companies do take longer than others).
- Please be aware that if the return is accepted a 20% restocking fee will be deducted to reflect the actual costs incurred with dispatching your order which includes, credit card fees, packaging and labour costs or the carriage cost plus 3% to cover the credit card fees, whichever is the greater, sadly we have had to follow other businesses and charge a restocking fee to reflect the costs incurred by returns.
- Please also note that items not sent in a resalable condition or with items missing may lead to a reduced or rejection of any refunds.
Business Returns
1. You will need to obtain a RMA number, please note without this RMA number your return claims will be rejected - Click Here
2. Pack the item up in their original packaging or if this is no longer available in a secure box so they don't get damaged while being returned.
3. Print out and fill in this form ( this allows us to quickly refund your purchase) - Click Here.
4. Use a trackable service, if you don't have a favourite courier, see our recommendation below.
5. We will check the item and will refund your purchase within 4 working days after receipt of your return to the original payment option minus the restocking fee.
A recommendation but not a guarntee
We recommend using a reliable service like Royal Mail Click and Drop 48 hour tracked as this is the service we use, it's simple, cost effective and trackable, they even do a free collection service ( please note this recommendation is not offer of a guarantee from The Pure Option™, only a recommendation to save you money and make things easier).
Key Exceptions
Non returnable items
Custom printed, special request and bespoke items are sadly non returnable.
Faulty or damaged
Faulty or damaged goods must be reported to us by email or webchat within 10 days of delivery. When reporting damaged goods it would greatly speed up the process if you could include photo's of the damage.
Claims for faulty goods or items damaged in transit, the goods must retained for inspection / collection by courier and should not be disposed of until we let you know the courier has accepted the claim.
Once the claim is accepted we aim to refund you within two days but this can be longer during busy periods.
If you wish to return an item, please click on the following link within two 2 weeks of your item being delivered and the item must be returned within 28 days or we will be unable to accept any returns.
Update - 14/11/2024