Please ensure you have understood the following information before placing your order.
Non-stock items include trolleys, full systems, DIY kits, RO systems and water heaters due to the additional work required to prepare and dispatch. Please allow up to 7 working days for delivery of these items.
We try to ensure that items shown on the website (except the above mentioned items) are in stock and available for immediate dispatch, but sometimes it is not possible.
Where there is likely to be a delay we will attempt to contact you either by telephone or email to make alternative arrangements.
The buyer is responsible for providing full and correct delivery and contact information on every order to include:
The buyer is responsible for arranging to receive the goods at the delivery address.
We cannot give a specific delivery time.
If there will be nobody to sign for the delivery at the specified address then a clearly legible note should be left in a prominent position (such as the front door) with the following information:
This should be left so that the driver can take it as a proof of delivery.
If no signature is received by the carrier, the goods will be returned to the nearest depot for re-delivery at the buyer’s request or collection by the buyer.
The carrier will attempt 2 re-deliveries before the goods are returned to us.
If goods are returned to us due to there being no arrangements to receive them the buyer will be responsible for the cost of a re-delivery.
The person receiving the goods at the delivery address (or any alternate address provided) shall be responsible for ensuring that they have arrived in a suitable condition.
Missing goods must be reported within 5 working days of the dispatch, we may unable to process a claim if it is left longer than this.
If you are not prepared to accept the goods in the condition they arrive, then please sign for as damaged and do not accept – send them back with the same driver if possible.
We normally use APC, UPS or Royal Mail as our courier of choice. For certain deliveries we may use other companies.
Our main office address is:
Pure Freedom, Unit 8a, Estate Road 1, Grimsby, Lincolnshire, DN31 2TB
We can be contacted by telephone at: 0333 1234 365
Or email at: firstname.lastname@example.org
We are open from 8.00am until 5.00pm Monday to Friday.
We occasionally open on Saturday 9am until 12.00pm subject to staffing arrangements – please contact us first.
We are happy for you to purchase in store any item you see online; you will not be charged any postage fees for shop collections. For shop purchases our shop returns policy applies.
Unless stated our warranty is 12 months.
To return faulty goods please follow the ‘How to Return an Item’ guidelines below.
Faulty goods must be returned to us at your expense.
We can make certain exceptions to the last point for example if a large item is found to be damaged upon delivery. This type of item should be checked immediately upon receipt.
We will repair or replace faulty goods at the manufacturer’s discretion. Abuse or misuse is not covered by warranty. Please remember that your warranty is against manufacturing defects only.
A reasonable amount of time must be allowed for us to check goods that have been returned as faulty. The exact amount of time will depend on the item.
If for any reason you are unhappy with your purchase, and there has been no error on our part, you can return it to us in its original condition within 7 days of the date you received the item and we will issue a full refund for the price you paid for the item.
To define ‘original condition’ we ask the question ‘Would I have been happy to receive this item as a brand new product?’
We will not refund the cost of delivery or other services provided to you in connection with your purchase.
We cannot issue refunds for used goods.
Items returned between 7 and 30 days after delivery may also incur a 10% re-stocking fee.
Please include a note which states your name, address, telephone number and the reason for return.
Wrap the item securely in suitable packaging.
Send the package to the address below:
Returns Department, Pure Freedom, Unit 8a, Estate Road 1, Grimsby, Lincolnshire, DN31 2TB
For your protection we recommend that you use a recorded delivery service.
For credit/debit card or PayPal purchases we will try to credit your account within two days after we receive the returned item/s (unless returned as faulty as stated above). We will send you a receipt by post or email.
Please do not return an item to us with no documentation on the strength of an email or telephone conversation we may have had. We deal with many customers and it’s not possible to remember every individual case.
Please note that we do not normally issue a refund for an item that has not yet been returned to us. Any exception to this is strictly at our discretion.
Many of our products are intended for professional installation.
We will not be held liable for any damage to person or object caused by incorrect installation of our products.
If you are unsure about the correct way to install a product please seek advice from a qualified professional or contact us.
It is the installer’s responsibility to approve the items supplied by us and ensure that any installation work is safe and well implemented.
If for any reason it is felt that the items supplied are not suitable for the job in hand please return them unused for a refund.
Please ensure that all products are tested before installation, as transit damage can be invisible.
All our stock is brand new unless stated otherwise.
We are UK based.
We care that our customers get good service – if something goes wrong please contact us as soon as possible and we will do our best to help.
If you do need to complain then it helps to maintain a friendly tone – we will not tolerate verbal abuse or bad language and reserve the right to terminate contact in these circumstances.
By clicking to buy you are agreeing to the terms and conditions set out here.
We reserve the right to cancel any order.
This policy is designed to be as fair to everyone as possible. If there is anything you are unsure about please ask us.
We work really hard at our support but things do go wrong from time to time; even the most dedicated are fallible. Happily we find that if buyers and sellers communicate well then almost anything can be fixed. Remember – we are only an email or phone call away!
From our small team here at Pure Freedom many thanks for your custom – it is very much appreciated.