SATISFACTION AND RETURN POLICY

Last updated: 26 July 2024

1. Our commitment

At FreshPure, your satisfaction is our absolute priority. If you are not fully satisfied with your purchase, we are here to help.

2. Right to cancel

In accordance with the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, you must notify us at info@freshpure.co within this 14-day period.

3. Return conditions

To be eligible for a return, the following conditions must be met:

The item must be returned within 30 days of the delivery date

The item must be unused, unwashed, and in its original condition

The item must be returned in its original packaging with all accessories and documentation included

Proof of purchase must be provided

We reserve the right to refuse a return if these conditions are not met.

4. Non-returnable items

The following items are not eligible for return:

Items that have been used, damaged, or altered by the customer

Items returned without their original packaging

Digital products or downloadable content

Personalised or custom-made items

Hygiene-sensitive products that have been unsealed

5. Return process

To initiate a return, please follow these steps:

Contact us at info@freshpure.co with your order number and reason for return

Wait for our confirmation email with return instructions

Send the item back to the address provided using a tracked shipping method

Keep proof of postage until your refund has been processed

Return shipping costs are the responsibility of the customer unless the item is faulty or was sent in error by FreshPure.

6. Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, your refund will be processed to your original payment method within 5 to 10 business days. Please note that your bank or payment provider may require additional time to process the refund.

We reserve the right to deduct from the refund any reduction in the value of the goods if the deterioration is the result of unnecessary handling by the customer.

7. Faulty or incorrect items

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery at info@freshpure.co with your order number and photos of the item. We will arrange a replacement or full refund at no additional cost to you.

8. Late or missing refunds

If you have not received your refund within 10 business days of our confirmation email, please first check with your bank. If the issue persists, contact us at info@freshpure.co and we will investigate promptly.

9. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.

10. Applicable law

This policy is governed by the laws of England and Wales and complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.