1. Your Legal Right to Cancel (Cooling-Off Period)
If you are a consumer and purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013.
Goods must be returned within 14 days of notifying us of your cancellation. Refunds will be processed within 14 days of receiving the returned goods or proof of return. Refunds include the cost of standard delivery.
Exceptions:
For reasons of health and hygiene, opened food or drink products (including Pürcharge cans or bottles) cannot be returned once the seal has been broken, unless the goods are faulty. Goods should be returned in their original packaging and condition where reasonably possible.
2. Order Cancellations Before Dispatch
If you cancel your order before it has been dispatched, you will receive a full refund, including delivery costs. If the order has already been dispatched, the standard returns process will apply.
3. How to Return a Product
To start a return, please contact us with your order number so we can provide return instructions. Unless the goods are faulty or incorrect, return shipping costs are the customer’s responsibility.
We recommend using a tracked delivery service. You are responsible for ensuring returned goods arrive safely and for retaining proof of postage until your return is processed.
4. Faulty, Damaged, or Incorrect Goods
Any damage sustained in transit must be reported within 48 hours of delivery.
Product faults may be reported within 30 days of delivery. Where a fault is identified within 6 months of purchase, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
We will cover reasonable return shipping costs for faulty or incorrect goods.
5. Refunds
All returned goods are subject to inspection before a refund is approved. Refunds will be issued to the original payment method used for the purchase.
Express or upgraded shipping charges are non-refundable. Where only part of an order is returned, refunds will be issued proportionally.
6. Exchanges
We do not offer direct exchanges. If you wish to change a product, please return it for a refund and place a new order.
7. Delivery Issues & Undeliverable Packages
Where tracking information confirms that an order has been delivered, refunds or replacements will only be issued following an investigation with the courier.
If a delivery is refused or returned as undeliverable due to incorrect address details or failure to collect, delivery charges may be deducted from any refund.
8. Business Customers
This policy applies to consumers only. Business customers are eligible for returns or refunds only where goods are faulty or not as described.
9. Contact
Thryve Water Ltd (trading as Pürcharge)
Email: info@purcharge.com
Address: Bartle House, Oxford Court, Manchester, M2 3WQ