Refund policy

RETURNS & REFUND POLICY 

For returns and refunds please send an email to: returns@RealPure.co.uk

Our policy lasts 14 days days, after the item has been delivered.

We aim to handle your return/exchange/refund as soon as possible. If you have submitted a request within 14 days a refund will be returned into your account within 7 days, once issued. 

If the order is cancelled before dispatch, then a refund will be issued within 7 days. You have the right to cancel your order with us for any reason up to the point of dispatch and receive a full refund of any monies paid.

We accept and offer a full refund for damaged or incorrect items up to 14 days.

To make a request to return your product, please email us first at returns@Realpure.co.uk and we will provide details of how to send your item and receive your refund, depending on the reason for return.

Or please use the Contact Us page for communication.

If the return label is absent, please email us at returns@RealPure.co.uk and we will issue you a return label/address. 

If you have not heard from us in 7 days please call +44 (0)843 886 8184

All items will have a quality inspection in our warehouse before shipment. If regrettably and rarely you are not happy with any of our products you may return them to us within 14 days of receipt and we will offer you an exchange or a refund, or a partial refund providing that the products are returned to us in an unused resalable condition.

To complete your return, we require a receipt or proof of purchase. You must notify us within 14 days for any returns, using the contacted details listed above. Returns are available for items damaged or miss picked. (Please see below).

You may not cancel orders for the following types of products:

• Electrical/Technical products which have been unsealed.
• Customised or bespoke products.
• Anything of a nature that for hygiene or associated health and safety.  

To be eligible for an unwanted return, please email us within 14 days to see if you are permitted. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. Unwanted goods must be returned in a fully resalable condition and any tags must be intact. You will then be notified if the return and refund is possible. Please make sure you know what you are ordering, we cannot cancel orders after dispatch and returns are only available for damaged or miss-picked items.

Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged. We will review the item once it is returned. We reserve the right that we may refuse or may need to offer partial refunds due to costs of delivery and processing for unwanted items.

Refunds 

RealPure has strict quality control process before products dispatched. If your item is regrettably returned, after it is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will receive a full refund of the purchase price of the Products. This is not intended to be a full statement of your rights under the Consumer Contracts Regulations. Full details of your rights are available from your Local Authority’s Trading Standards Office.

(If applicable) if you believe your refund is late or missing or If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us us again at returns@RealPure.co.uk and we will prioritise your case for immediate processing. 

All refunds exclude the original postage cost and customers will be required to pay for the return of the product to us, unless the product is highly damaged during transit. When returning goods if you would enclose your name and or order number within or on the package. A good way to help us deal with your return is to enclose the original order invoice with a note of which products you are returning and reason for return to returns@RealPure.co.uk

We strongly recommend you obtain a free 'proof of posting' from the post office, as we will not accept responsibility for parcels lost in transit. The most economical way to return items is through the Post Office via their Standard Parcel or Second service with the free 'proof of posting.' For peace of mind you might want to send the goods Recorded Delivery, but we regret we cannot refund this charge.

To reiterate, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

RealPure will deal with incorrect or missing products as follows:

For incorrect products RealPure offers a full refund or replacement. RealPure offers refund for parts missing which doesn't affect product function, RealPure may refund partially or resend the missing part; for parts missing which affect product function, RealPure will resend the product only. For accessories, RealPure will resend the accessories. For products with slight variances in colour, size etc which doesn't affect product function depending on the case at hand RealPure may withhold a return and refund.

Any item not in its original condition, is damaged or missing parts, or any item that is returned more than 30 days after delivery, unfortunately we can’t offer you a refund or exchange. Under the Consumer Contracts Regulations June 2014 you have a duty to take reasonable care of Products whilst they are in your possession.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@RealPure.co.uk 

RealPure shall not accept any unreasonable disputes, including but not limited to:

The buyer does not like it. The product description is not real. Products smell unusual. The buyer ordered the wrong items or SKU. The shipping address provided incorrectly. Product difference negotiated in advance. Tracking information deleted by logistics companies or local post offices. RealPure always try to offer the best service. 

If you have any other questions, please feel free to contact us.

Where applicable, Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: 

Gift cards.
Downloadable software products.
Some health and personal care items.
Used electronic items.

RealPure takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, RealPure will notify you.