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 in our system.

Please keep proof of postage until your refund is confirmed.

Once we receive your return, we’ll send you a confirmation email. Approved refunds will be 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 your bank’s processing time once the refund is issued.

Return Address

PURETREX Returns
4 Blyth Street
Kirkcaldy
KY1 3HB
United Kingdom

Damaged, Defective, or Incorrect Items

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

Delivered Parcels and Proof of Delivery

If your parcel shows as delivered and the GPS coordinates from Royal Mail match your delivery address, and there is proof of delivery (such as a delivery photo or signature), PURETREX cannot be held responsible for missing items. In such cases, the buyer assumes full responsibility for the delivery.

We will always assist by investigating the matter with the courier, but PURETREX is not obligated to issue a refund or resend the parcel unless there is clear evidence of courier error or delivery to the wrong location.

If a parcel is reported missing, we will open an official investigation with the courier. Refunds or replacements will only be issued if the courier confirms that the parcel was lost or misdelivered.

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 and Customs Returns

For international shipments, please note that 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. The original shipping fee will be deducted from the refund.

Refunds are processed only after the parcel is physically returned to our warehouse.

In some cases, customs may destroy or reject the shipment without returning it. In such situations, refunds cannot be guaranteed.

We strongly recommend checking your country’s import regulations before placing an order to avoid delays or unexpected charges.

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.

European Union – 14-Day Cooling-Off Period

If your order is delivered within the EU, you have the legal right to cancel or return it within 14 days for any reason. Contact us before returning, and once received, we’ll process your refund promptly.

Chargebacks and Fraud Protection

PURETREX reserves the right to dispute any 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.

  • In cases 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, please contact us at support@puretrex.co.uk – we’re here to help.