Refund policy

At PURETREX, your satisfaction is our priority. That's why we offer a 30-day money-back guarantee. If you are not completely happy with your purchase, you may return it within 30 days of receiving your order.

How It Works

To request a return, email us at support@puretrex.co.uk within 30 days and let us know the reason for your return. This helps us understand any issues and improve our products and service.

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.

Please include your order number and full name inside the package so we can quickly locate your order, and keep your proof of postage until your refund is confirmed.

Once we receive your return, we'll send you a confirmation email. Approved refunds are processed to your original payment method within 3–5 business days. Your bank or card provider may take additional time to clear the funds — PURETREX has no control over processing times once the refund is issued.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us immediately. We will cover all return costs and arrange a replacement quickly.

UK & EU – 14-Day Cooling-Off Period

If you are a consumer in the UK or EU, you have the legal right to cancel your order within 14 days of receiving it, for any reason. Contact us before returning, and once we receive the item we'll process your refund promptly. Items must be unopened and in their original condition.

Delivered Parcels & Proof of Delivery

If your parcel shows as delivered, the GPS coordinates from Royal Mail match your delivery address, and there is proof of delivery (such as a delivery photo or signature), PURETREX may not be able to accept responsibility for the missing item.

We will always assist by opening an official investigation with the courier. Refunds or replacements will be issued where the courier confirms the parcel was lost or misdelivered, or where there is clear evidence of courier error.

Incorrect, Refused or Unclaimed Deliveries

Parcels returned to us due to an incorrect address, failed delivery attempts, or refusal to accept delivery will be refunded minus the original shipping cost once received back. If reshipment is requested, a new shipping fee will apply.

International Orders & Customs

For international shipments, import duties, taxes, and customs clearance fees are the responsibility of the customer.

If these charges are not paid and the parcel is returned to us by customs, a refund will be issued once we receive the returned item, minus the original shipping fee. Refunds are processed only after the parcel is physically returned to our warehouse.

In some cases, customs may destroy or reject a shipment without returning it. In such situations, refunds cannot be guaranteed. We strongly recommend checking your country's import regulations before placing an order.

Exchanges

If you would like a different product, simply return your item (if eligible) and place a new order. This is the fastest way to get the product you want.

Chargebacks & Fraud Protection

PURETREX reserves the right to dispute chargeback claims that contradict courier delivery confirmation, GPS data, or proof of delivery. Filing false or fraudulent claims may result in denial of future orders and possible legal action.

Additional Notes

• Refunds are always issued to the original payment method only.
• Where products are mostly consumed but returned within 30 days, PURETREX may, at its discretion, issue a partial refund.
• Customers who frequently return items or misuse the return policy may be excluded from future purchases or refunds.
• We strive to be fair and flexible, but repeated or excessive returns may not qualify under the money-back guarantee.

For any return-related questions, contact us at support@puretrex.co.uk — we're here to help.