Returns & Refunds Policy

01 · Policy overview

Scope of this policy

This policy applies to purchases made through the online shop operated by PURE CONTRACTS LIMITED, an online retailer of building materials and refurbishment supplies.

It explains the process for cancelling eligible online purchases, returning goods and receiving refunds. Different rules may apply depending on whether you are exercising a statutory cancellation right, reporting faulty goods or requesting a return outside your statutory rights.

This policy is intended to be read alongside our Delivery Information and Order Cancellation Policy.

02 · Consumer cancellation

Your 14-day cancellation right

If you are a consumer purchasing eligible goods online, you generally have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For a single-item order, the cancellation period normally ends 14 days after the day on which you, or a person nominated by you (other than the carrier), receive the goods.

If an order contains multiple goods delivered separately, or goods consisting of multiple lots or pieces, the cancellation period normally runs from the day you receive the last good, lot or piece.

To exercise this right, you must clearly inform us that you wish to cancel. You do not need to provide a reason.

Important The 14-day cancellation right is separate from your rights when goods are faulty, damaged, not as described or otherwise do not conform to the contract. Those rights may provide additional remedies.

03 · Starting a return

How to request a return

To notify us that you wish to cancel an eligible purchase, contact us using one of the following methods:

Please include your name, order number, the product or products you wish to return and a clear statement that you are cancelling the purchase.

After notifying us of cancellation, you must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.

Please contact us before arranging the return of bulky or heavy building materials so that suitable return arrangements can be discussed.

04 · Preparing the goods

Condition of returned goods

Please take reasonable care of goods while they are in your possession and when preparing them for return.

You may handle goods to the extent necessary to establish their nature, characteristics and functioning, in a way similar to what would reasonably be permitted in a shop.

If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction for any resulting diminished value, where permitted by law.

Where reasonably possible, return goods with their original packaging, components, accessories and any supplied instructions. However, the absence of original packaging does not automatically remove a statutory cancellation right.

05 · Return arrangements

Return delivery costs

We provide free delivery on orders placed through our online shop. This does not automatically mean that the cost of returning unwanted goods is also free.

For a change-of-mind cancellation under the statutory cancellation regulations, you are responsible for the direct cost of returning the goods where we informed you of this responsibility before the order was placed.

If we have not provided the required information about return costs, the applicable legal rules may mean that we must bear those costs.

For faulty, damaged, incorrect or goods not as described, we will discuss an appropriate return or collection arrangement in accordance with your statutory rights. You should not incur return costs for which we are legally responsible.

Bulky and heavy products Please do not arrange a courier or dispose of packaging before contacting us about a return. We will discuss the practical arrangements appropriate to the product and the reason for the return.

06 · Refund timing

When will you receive your refund?

For an eligible statutory cancellation, we will issue the refund without undue delay and no later than 14 days after the day on which:

We receive the returned goods; or
You provide evidence that you have sent the goods back, such as a suitable proof of postage or collection record;

whichever happens first. We may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.

For a refund agreed in relation to faulty, damaged, incorrect or otherwise non-conforming goods, we will process the refund within the timeframe required by applicable law. Where a specific statutory refund deadline applies, that deadline takes priority over any general processing estimate.

Refund timeframe at a glance

Cancellation notice Usually within 14 days after receiving the goods.

Return dispatch Within 14 days after notifying us of cancellation.

Our refund deadline No later than 14 days after receiving the goods or receiving evidence of return, whichever happens first.

Bank processing Additional time may be required by your bank or payment provider after we issue the refund.

07 · Payment arrangements

How refunds are issued

Refunds will normally be made using the same payment method that you used for the original transaction, unless you have expressly agreed otherwise or another method is required by law.

Debit or credit card: the refund is sent back to the card used for payment.
Digital wallet or alternative payment method: the refund is returned through the original payment method or the relevant provider’s refund process, where supported.
Other payment arrangements: we will confirm the appropriate refund method with you where necessary.

We will not substitute store credit, a voucher or a gift card for a statutory monetary refund unless you freely agree to that alternative.

We do not charge an administration fee for processing a statutory refund.

When will the money appear? Once we have processed the refund, the time taken for the money to appear in your account depends on your bank, card issuer or payment provider. We cannot guarantee the exact date on which a third party will complete that part of the process.

08 · Refund amount

What will be refunded?

When you exercise a statutory right to cancel an eligible online order, we will refund the amount paid for the goods and the applicable basic outbound delivery cost, where required by law.

As we offer free delivery on our online orders, there is normally no standard outbound delivery charge to refund.

If you selected a more expensive delivery option than the least expensive standard delivery method offered, we are generally only required to refund the cost of the least expensive standard delivery option.

We may make a deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.

Any deduction will be assessed on the circumstances of the return and will not be applied automatically.

09 · Faulty or incorrect products

Goods that are faulty or not as described

If goods are faulty, damaged, not as described or otherwise fail to meet the requirements of the Consumer Rights Act 2015, you may have statutory rights to a repair, replacement, price reduction or refund, depending on the circumstances.

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the applicable legal rules.

After the short-term right to reject period, different statutory remedies and time limits may apply. We will assess the issue in accordance with the law rather than treating every complaint as an ordinary change-of-mind return.

Please contact us with your order number, a description of the problem and photographs where available. We will explain the appropriate next steps.

10 · Legal exceptions

When the 14-day cancellation right may not apply

Certain goods are excluded from the statutory cancellation right under the Consumer Contracts Regulations. Depending on the actual product and circumstances, this may include:

Goods made to the consumer’s specifications or clearly personalised.
Goods liable to deteriorate or expire rapidly.
Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
Other categories of goods specifically excluded by applicable legislation.

These exceptions apply only where the relevant legal conditions are met. A product is not excluded merely because it is a building material, bulky, heavy, ordered online or supplied in standard dimensions.

Any applicable exception will be identified in the relevant product or pre-contract information where required.

These exceptions do not remove your rights where goods are faulty, damaged or do not conform to the contract.

11 · Delivery issues

Damaged, missing or incorrect deliveries

If your order arrives damaged, contains missing items or includes an incorrect product, please contact us as soon as reasonably possible.

To help us investigate, please provide:

Your order number and the affected product name.
A brief explanation of the issue.
Photographs of visible damage or incorrect goods, where possible.
Relevant delivery information, if available.

We will review the information and explain the appropriate solution. Any requirement to report an issue promptly is intended to help us investigate and does not restrict statutory rights.

For further information, please see our Delivery Information.

12 · Contact us

How to contact us about a return

To request a cancellation, arrange a return or ask about a refund, contact our customer service team:

Please include your order number so that we can identify the transaction and review your request.

If you are unhappy with how a return or refund has been handled, you may also refer to our Complaints Policy.

13 · Legal protection

Your statutory rights

Nothing in this policy is intended to exclude or limit your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.

If any part of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.