Refund policy

PurePull Returns and Refunds Policy

We meticulously test and verify every harvested component before dispatch to ensure you receive a high-quality, genuine OEM part. However, if you need to return an item, our policy is outlined below in accordance with UK law.

1. Consumer Returns (14-Day Cooling-Off Period)

If you are purchasing as a standard consumer (B2C), you are protected by the UK Consumer Contracts Regulations. You have the right to cancel your order and return the item for any reason within 14 days of receiving your goods.

  • Condition of Return: The part must be returned in the exact condition it was received, unused, and with all original packaging and PurePull security seals completely intact.

  • Postage: You are responsible for the cost of the return shipping for "change of mind" or incorrectly ordered parts. We highly recommend using a tracked service.

  • Deductions: If the part has been handled beyond what is necessary to establish its nature and characteristics, we reserve the right to make a deduction from the refund for any loss in value.

2. Business and Trade Returns (B2B)

For business, trade, and independent repair shop buyers, the 14-day consumer cooling-off period does not apply. We do not accept returns for incorrectly ordered parts or "change of mind" from B2B customers. Returns are only accepted if a component is proven to be faulty or "Dead on Arrival" (DOA).

3. Faulty or "Dead on Arrival" (DOA) Parts

Under the UK Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If a component arrives faulty:

  • You have the right to a full refund or replacement (subject to stock availability) if you notify us of the fault within 30 days of receiving the item.

  • PurePull will cover the cost of return postage for verified faulty items.

  • Once the returned part is received and inspected at our workbench to confirm the fault, your refund will be processed within 5-7 working days.

4. Voided Returns & Anti-Fraud Protection

To protect our inventory and ensure the integrity of our components, every part shipped by PurePull is logged by its unique hardware serial number and marked with a discreet, tamper-evident security seal.

Your right to a refund is immediately voided if:

  • The returned item’s serial number does not perfectly match the serial number logged in our dispatch records.

  • The PurePull tamper-evident security seal has been removed, broken, or altered.

  • The part has sustained physical damage due to improper handling, incorrect DIY installation, or static discharge (ESD) after delivery.

5. How to Initiate a Return

To start a return, please contact our support team at contact@purepull.co.uk with your Order Number and the reason for the return. If you are reporting a faulty part, please include clear photos or a brief description of the issue so our technicians can assist you efficiently.