Refund policy

Last updated: 10 July 2026

Please note: we do not offer free returns. Return postage costs are the responsibility of the customer, unless the item arrives damaged or faulty (see Section 4).

1. Return window (60 days)

You may request a return within 60 days of your order's delivery date.

2. Return eligibility

To be eligible for a return, the item must meet the following conditions:

The product must be in "as new" condition — clean and resaleable, even if it has been opened and tested. The return must include all parts, components, accessories, and any instructions supplied. The product must be returned in its original packaging, which must be complete and undamaged. Damage resulting from misuse, neglect, or abnormal wear is not covered.

Important (hygiene): if the item has been used, it must be thoroughly cleaned before being returned.

We reserve the right to refuse a return if the item shows signs of heavy use, damage, or does not meet the conditions above.

3. Used or wet filters (non-refundable)

For hygiene and safety reasons, filters that have been used and/or come into contact with water are non-refundable.

If a filter has been installed, used, wetted, or removed after use, it is not eligible for a refund.

Unopened, unused, and dry filters may be accepted for return only if they are in their original, intact packaging.

4. Damaged or faulty items on arrival (free replacement)

If your product arrives damaged or faulty, you are entitled to a free replacement with no obligation to return the item.

To process your claim, please provide:

A photo and/or video clearly showing the fault or damage, along with your order number.

Once verified, we will dispatch a replacement at no additional cost.

5. How to request a return

To initiate a return, please contact us by email:

Email: support@purecanine.uk

Your email must include:

Order number, reason for the return request, first and last name, full delivery address, and photo/video (only required for damaged or faulty items).

Once we receive your request, we will provide the return instructions and address.

Please do not send your parcel back to the sender address shown on the original packaging — this address is not used for returns.

6. Return postage and responsibility

Return postage costs are the responsibility of the customer. The customer is responsible for ensuring the item is securely packaged and arrives in good condition. We strongly recommend using a tracked postal service. If a return parcel is lost in transit, we may request proof of postage and/or tracking.

7. Refunds (timeline and method)

Once your return has been received and inspected, we will notify you by email whether your return has been accepted or declined.

If accepted, your refund will be processed within 7 working days of receipt and approval. Refunds will be issued via the original payment method used at checkout, unless otherwise agreed. Original delivery charges are non-refundable.

8. Order cancellation (within 24 hours)

You may cancel your order within 24 hours of purchase for a full refund, provided the order has not already entered processing or fulfilment. After this window, or if dispatch has already begun, cancellation is no longer possible. In that case, you may exercise your right of return once the parcel has been delivered, in accordance with this policy.

9. Your statutory right to cancel (UK — Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

To exercise this right, please contact us by email within that 14-day period. Return postage is at the customer's expense. Your refund will be issued after the returned item has been received and inspected.

10. Contact

For any questions regarding returns and refunds:

Email: support@purecanine.uk