Refund policy

Returns & Refunds Policy

Purely Home (a trading name of Ahuja & Family Ltd)
Effective Date: 17 December 2025

This Returns & Refunds Policy explains when returns and refunds are accepted, which items are excluded, and where responsibility lies. By placing an order with Purely Home, you agree to the terms set out below.

This policy complies with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Online Orders & 14-Day Right to Cancel

If you purchase from us online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right:

• You must notify us within 14 days of delivery
• Items must be returned unused, unopened, and in the same condition as supplied
• Original packaging, seals, and components must be intact

Refunds are issued only after returned items have been received and inspected.

2. Non-Refundable & Excluded Items

For hygiene, safety, and quality-control reasons, the following items are non-refundable once opened, used, or unsealed, unless they are faulty or materially misdescribed:

• Liquids of any kind
• Cleaning products and chemicals
• Perfumes, fragrances, and scented products
• Air fresheners, sprays, and aerosols
• Hygiene or personal-care related products
• Any item with a hygiene or tamper seal once broken

These exclusions are permitted under Regulation 28 of the Consumer Contracts Regulations 2013.

Opened or used items from these categories will not be refunded.

3. Condition Requirements for Returns

Returned items must:

• Be unused and unaltered
• Be complete and resaleable
• Match the item originally supplied

We reserve the right to refuse refunds for items showing:

• Signs of use
• Damage after delivery
• Tampering or misuse
• Missing packaging, seals, or components

This does not affect your statutory rights for faulty goods.

4. Bulk & Multi-Item Orders

For orders containing multiple quantities or bulk purchases:

• Return shipping costs are the customer’s responsibility
• All items being returned must be received by us before any refund is issued
• Refunds are processed only after full inspection

Partial Returns from Bulk Orders

• Individual items from a bulk order may be returned within the standard refund policy
• Approved refunds will be issued as a partial refund for the returned item(s) only
• Original delivery charges are not refundable

5. Return Costs

• Return postage costs are the customer’s responsibility
• Original delivery charges are non-refundable, unless legally required
• We strongly recommend using a tracked return service

Purely Home is not responsible for items lost or damaged during return transit.

6. Sales After the 14-Day Period

Once the 14-day cancellation period has passed:

• All sales are final
• Returns or refunds will only be considered for items that are faulty or materially misdescribed

Change of mind, dissatisfaction, or ordering errors are not valid reasons after this period.

7. Courier Transit Damage, Loss & Delays

All deliveries are handled by independent third-party courier services.

To the maximum extent permitted by law:

• Purely Home does not accept returns or refunds for items damaged, lost, delayed, or tampered with during transit
• All transit-related issues must be raised directly with the courier
• Courier compensation decisions are made solely by the courier

Purely Home may provide dispatch confirmation or tracking details but:

• Is not required to raise claims
• Does not control claim outcomes
• Does not guarantee refunds or replacements for courier-related issues

8. Faulty or Misdescribed Items (Excluding Transit Damage)

If an item is faulty or materially misdescribed (excluding courier damage), you may have rights under the Consumer Rights Act 2015.

To report a fault:

• Contact support@purelyhomeuk.store within 7 days of delivery
• Provide clear photographs and details
• Stop using the item immediately once a fault is identified

Where a genuine fault is confirmed, we may offer:

• A replacement, or
• A refund once the item is returned and inspected

This applies even to otherwise non-returnable items where required by law.

9. Misuse & Instruction Disclaimer (Important)

All liquid, cleaning, chemical, or scented products must be used strictly in accordance with the instructions provided on the product packaging or accompanying materials.

By purchasing these products, you acknowledge that:

• You have read and understood the usage instructions
• Products are used at your own risk
• Incorrect use, overuse, mixing with other substances, or use contrary to instructions may cause damage or harm

Purely Home is not responsible for:

• Damage to property, surfaces, fabrics, or materials caused by misuse
• Personal injury resulting from improper handling or use
• Issues arising from failure to follow warnings, safety guidance, or instructions

Misuse does not constitute a fault and does not qualify for a refund.

10. Inspection & Abuse Prevention

All returned items are inspected.

Refunds may be refused if:

• The returned item is not the original item supplied
• Damage occurred after delivery
• Evidence suggests misuse, negligence, or improper handling

Abuse of the returns process may result in refusal of future returns.

11. Refund Processing

Approved refunds:

• Are issued to the original payment method only
• Are processed within 7–14 working days after inspection
• Apply to the item price only, unless legally required otherwise

We do not refund:

• Delivery charges (unless legally required)
• Items damaged or lost during courier transit

12. Limitation of Liability

To the fullest extent permitted by law:

• Purely Home is not liable for indirect, incidental, or consequential losses
• Liability is limited to the purchase price of the item
• We are not responsible for inconvenience, loss of use, or third-party costs

Nothing in this policy limits rights that cannot legally be excluded.

13. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

14. Contact

For returns or refund enquiries:

📧 support@purelyhomeuk.store