0333 1234 365
sales@purefreedom.co.uk

Shipping & Returns

Please ensure you have understood the following information before placing your order.

DELIVERY TIMES
  • All orders are sent on a next working day service but it is not guaranteed.
  • The ‘Next working day service’ is from when the parcel leaves us, not from when the order is placed
  • If you need to know when the parcel is leaving us please contact us on 01472 347519 or 03331234365
  • Saturday AM deliveries are available for an extra charge. Call for info.
  • We cannot be held responsible for delays due to issues beyond our control such as adverse weather.
  • For delivery tracking we are available either by email or telephone 8am – 5pm Monday to Friday.
  • We aim to dispatch stock items the same day when orders are placed before 1pm.
  • Orders placed after 1pm may not be dispatched that day but we always do our best.
  • Orders placed on Saturday and Sunday will be processed on the following Monday.
  • Free delivery over £50 is to UK Mainland only

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.

DELIVERY ADDRESSES

The buyer is responsible for providing full and correct delivery and contact information on every order to include:

  • Full Name
  • Address
  • Phone Number
  • Email Address

The buyer is responsible for arranging to receive the goods at the delivery address.

We cannot give a specific delivery time.

  • A signature is required for all deliveries.

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:

  • Buyer’s Name
  • Signature
  • Date
  • Instructions for where the delivery should be left.

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.

DELIVERY INFORMATION

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.

CONTACT INFORMATION AND OPENING HOURS

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: sales@purefreedom.co.uk

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.

FAULTY ITEMS

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.

UNWANTED ITEMS

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.

HOW TO RETURN AN ITEM

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.

LIABILITY INFORMATION

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.

GENERAL INFORMATION

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.

ADDITIONAL COMMENTS

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.

Some of our happy customers

I would like to say a huge thank you to all at Purefreedom. You fitted me in at short notice and did me proud. Nothing seemed to be too much effort and attention to detal was terrific, including taking me to my digs and pointing me in the direction of the best bar in town! It was worth the trip up from Devon to get some quality work done, thanks again
Fred Still - Still Cleaning
Just a few words on the help I have had from the friendly bunch at Purefreedom, it was many years ago that I travelled from the West Midlands to Grimsby to pick up my water fed pole system. the equipment was patiently explained to me and gave me the confidence to work efficiently with pure water. Be aware is is easy to buy equipment from other so called suppliers but the help and advice given by Purefreedom is second to none, if you would like any more information please contact me.
Dirty Marks -
I would like to say a big thank you to everybody at Purefreedom, your company has helped me grow my business from the day I had my system fitted. I was just a traditional window cleaner when I went self employed, after one year I invested in the poles. this company talked me through everything i needed to get, not knowing a thing about reverse osmosis they were there for me helping and advising throughout the months. If you are thinking of going into pure water you would be daft not to contact these guys first. They will save you money, you will have the best kit. from the girls at reception, Michelle and Wendy (who by the way no more about water than window cleaners), to the tecks putting all the kit together, but most importantly the fitters.

A couple of months ago some idiot pulled in front of my van, I hit him at 60mph, full tank of water and it it was not for the fitters bolting the frame in how they do I would have been dead.
Tim Pilkington - The Window Cleaner
Hi, just a quick note to say how happy I am with your company. I deal with a lot of different firms as part of running my business and I can honestly say yours is the friendliest, easiest, company to deal with, from sales to technical. Deliveries are very quick, prices very reasonable, sales staff easy to talk to and technical people who know what they're talking about. If all companies operated this way my job would be a lot easier! All the best.
Wayne Mcneill - W.B.MCNEILL WINDOW CLEANING SERVICES
Thank you to all the team at Pure Freedom for helping me make my transition of 17 years traditional window cleaning to WFP. I found your advice and experience invaluable and it gave me the confidence I needed to procede. Andrew Bramley gave me all the information I required, with no hard sell tactics, just genuine guidance. Pure Freedom designed a system to reflect all of my personal requirements which was built to a high standard and was cost effective. I also received excellent training and advice from Bryan Spink on how to use the system.
Andrew Dimmock -
"We invested in a Pure Freedom pure water window cleaning system for our established window cleaning business that had up until that point been cleaned traditionally.

From our first enquiry through specification and to delivery Pure Freedom did not disappoint and installed us with absolute confidence in their technical and engineering excellence.

Having used the system solidly for six months now it has lived up to and surpassed expectation. The system is built to an excellent standard - the build quality is truly superb and the system is easy to maintain too.

Our customers have been thrilled with the pure water technology as well which is most important!

The window cleaning quality the Pure Freedom system carries out is first class and we have some very exacting clients.

The training provided was great and everyone at Pure Freedom was so professional and friendly to deal with we can't recommend them enough.
Peter Lyons - Bygrace Cleaning
Had severe problems with my 300gpd RO. Spent a good hour and a half on the phone with them, and we managed to get the membranes working correctly. Tremendous job, tremendous people. One very happy customer. Thank you.
Mike - All Glass-Norwich
I just wanted to thank you and all your staff at Adepta.

I am very happy with the installation of my van system and the extra effort you put in to finish in time for me to get my ferry.
John D'Rozario -
Just a big thank you to all of you at Adepta Engineering for your help and advice with the installation of my bespoke 1000 litre system.

I am thrilled to bits with it and cannot sing your praises highly enough.

As I mentioned to you when I came up, being new to the industry it was all a bit daunting at first as I had done so much research on the internet regarding the purchase of a pure water system that information overload had begun to set in.

I had read really positive things about you as a company on various window cleaning forums and so gave you a call. I was really impressed with the level of friendly yet professional and informative advice I initially received and which carried on throughout the whole process.

With your help and guidance I was able to have my own bespoke system supplied and fitted with out the unnecessary add-ons helping to keep my price within my set budget.

From the moment I arrived at your factory it was evident that you and all your team from the fitting to the sales staff had my best interests at heart and I thank you all for your warm friendly welcome. You also arranged half a day window cleaning with a Mr Brian Spink a local window cleaner with many years experience; What a TOP MAN!!!! His help and advice will stand me in good stead for many years.

I have been using my new Pure Freedom system now for 3 weeks and am so pleased with my new purchase. No teething problems yet but I know that wouldn't be a problem even if they did occur as I know you guys base your business on the good old fashioned values of good customer service and satisfaction.

I am pleased I made the decision to make the journey and visit you guys.

Thanks again Adepta Team and please feel free to use me as a reference if you need to!!

Kind Regards,
Simon Long

Proprietor
Exterior Cleaning Solutions
www.exteriorcleaners.co.uk
Simon Long - Exterior Cleaning Solutions
Just a quick e mail to say how delighted I am with my RO unit - absolutely amazing!!! I am making about 1800 litres of pure a day. The RO is running at about 55% pure 45% waste … Once again can’t tell you how pleased I am.
Dave - Pole Position Cleaning
I would just like to say what a pleasure it was coming down to your offices and meeting the team.

I would recommend you to anyone who is thinking of getting into the business.
Kevin H -
I had a 650L, twin operator system installed in January 2010 and I cannot recommend the product or service enough

Very friendly guys who answered every question I had … The installation itself was top notch and all components are the best … The system has all run perfectly since and they've been on hand to answer any of my questions post install. Overall, for me I can't see any point in spending thousands more when this does it all PERFECTLY.
Rick Waites - Cleaning Monkey
Thank you very much for my new trolley. I do appreciate the speed and excellent customer service you have given me over the years.
Andrew Lyttle -
Thank you ever so much for the time and effort that you and your team have put in on helping us get our WFP system set up.b If you are ever asked for references from future potential customers please feel free to supply them my mobile number and I would be more than happy to recommend your company.
Neil Bovey - Totus Cleaning Services
Just a massive thank you to the team for my static and van set up, oh and the aftersales service; 4 months on and fully prepared to talk for as long as it takes - unbelievable service - 5* I cannot thank you all enough!!
David Garret -