Returns Policy

Returns Policy

In the unlikely event that you are not satisfied with your purchase for any reason, you have the right to cancel your order within 14 days from the day after the date of the delivery receipt.

For products that are returned to us within the 14 day period, we will process the refund due to you as soon as possible, within 14 days from the day you have provided notice of your return request and we are in receipt of the returned goods.

The goods and packaging must be returned in the condition you received them and be of a saleable condition.  A full refund will be issued for the goods, however, you will responsible for the cost of returning the goods to us and the original delivery charge will not be refunded to you.

Orders cancelled once the goods have been dispatched from our warehouse will result in a refund of the goods, less any costs incurred by us in recovering the items back to our warehouse.

Returns – How does it work?

Puravida Bathrooms uses the services below for free or paid deliveries.  Wherever possible, the quickest and best delivery service is always chosen.

1. Authorise the Return

Please email us on customerservices@puravida.co.uk
Please state your name, order number, item(s) details for return and if applicable photos of the goods you wish to return and brief explanation of why you wish to return the goods.

2. Packaging

Goods returned MUST be in RE-SALABLE condition.  The original box must be intact.
Please re-package the goods the best you can.  For most items, please package in a secondary box for extra safety during transit.
Clearly mark your order number on a separate sheet of paper within the packaging.  Do not mark the original packaging in anyway as this will cause irreversible damage AND be considered as no longer in a Re-Saleable Condition.
Please make sure all parts, packaging, instruction manuals, extra parts and protective bags.  Any promotional items are part of the order and must be returned to ensure a full refund.

3. Returning the Goods

Send back the goods to us at Puravida Bathrooms.
East Anglia
Acorn Business Centre
3 Western Way
Bury St Edmunds

4. Refund

Once we have received the goods back in a satisfactory condition, we will begin the refund process.
Please note, the refund can take up to 10 working days from the date of us receiving the returned goods.

Important – Return Safely

Please return the goods to the best of your ability, the more packaging used helps to ensure the goods are returned safely to us.

Any items returned to us that are damaged due to poor protective packaging may incur charges.  A 25% handling charge may apply and in the worst case a refund may be rejected if goods are damaged and in a non-resaleable condition.

Items NOT Eligible for Return

All items delivered must be checked for damages/imperfections before installation.   Items that have been installed and removed will not be accepted and are non-returnable.

Unfortunately, the following items cannot be returned:
-    All Duravit furniture.
-    All Duravit WonderGliss ceramics
-    All Hansgrohe / Axor special finishes (Chrome not included)
-    Any made to order item. This includes custom finishes, dimensions, or where the goods have been manufactured specifically for your requirements.
-    Spare parts for items not originally purchased via Puravida Bathrooms.

Please note, the following brands can be cancelled or returned, but may incur a re-stocking charge of approx. 10-25%:
-    Matki
-    Imperial
This information will be provided to you at the time of your return request.

Contacting the Manufacturer Directly

On rare occasions, we will advise that dealing directly with the manufacturer will save you time and money to handle your return. If this is the case, we will advise this at the time of your return request.

Faulty Under Warranty

In the unlikely event that a product or part of the product fails within the manufacturers guarantees. Please contact us by email on customerservices@puravida.co.uk, please notify us of your name, address, original order number, details of the product problem and photos highlighting the problem. We will contact the manufacturer on your behalf to initiate a claim. If the manufacturer approves the claim, a replacement or repair will be issued.

On rare occasions, we will advise that dealing directly with the manufacturer will save you time and money to handle your warranty issue. If this is the case, we will advise this at the time of your request.