Refund policy
Last updated: 24 July 2026
We want you to feel completely confident in your Pristine Flow purchase. If you're not satisfied with your product, we're here to help.
1. Statutory Right to Cancel — 14 Days
If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise this right, simply notify us clearly by email before the 14-day cancellation period expires. You then have a further 14 days to return the goods.
Contact:
Pristine Flow
Email: pristineflowuk@gmail.com
Effects of cancellation:
You will receive a refund including the cost of our standard delivery option. You are responsible for the direct cost of returning the goods. We may withhold the refund until we receive the goods or you provide evidence that they have been returned.
We may make a reasonable deduction where handling beyond what is necessary to inspect the product has reduced its value.
2. Extended 30-Day Return Guarantee
In addition to your statutory rights, we offer a voluntary 30-day return guarantee.
You may return eligible products within 30 days of delivery for a refund.
Products returned under our voluntary guarantee must be unused, in resalable condition and, where possible, in their original packaging with all components included.
Return shipping costs and responsibility for the return remain with the customer.
Please include your order number when contacting us.
This voluntary guarantee does not affect your statutory rights.
3. Refund Process
Once we receive and inspect your return, we'll notify you by email.
Approved refunds will be processed to your original payment method, normally within 5–10 working days of approval.
For returns made under your statutory cancellation rights, any delivery refund required by law will also be provided. For returns made solely under our voluntary 30-day guarantee, original delivery charges are not refundable unless the product was faulty or incorrect.
4. Exchanges
We do not currently offer direct exchanges.
If you'd like a different product or colour, please return the eligible item and place a new order.
5. Faulty or Damaged Products
If your product arrives damaged, is faulty, not as described or does not perform as it should, please contact us as soon as possible at pristineflowuk@gmail.com with your order number, a description of the issue and, where appropriate, photographs or video.
We'll arrange the appropriate refund, repair or replacement in accordance with your statutory rights.
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, with additional rights potentially continuing beyond this period.
6. Return Address
Please contact us at pristineflowuk@gmail.com before sending your return.
We will provide you with the appropriate return address and instructions.
Items returned without contacting us first may delay the processing of your return.
7. Voluntary Return Guarantee Exceptions
Our voluntary 30-day return guarantee does not cover:
- Products returned more than 30 days after delivery.
- Products that have been used and are no longer in resalable condition.
- Filters that have been soaked, used or otherwise materially altered from their new condition.
- Products damaged through misuse, accidental damage or failure to follow the supplied care instructions.
These exclusions apply to our voluntary 30-day guarantee only and do not limit your statutory rights, including your rights regarding faulty or misdescribed goods.
8. Contact Us
For questions regarding returns, cancellations or refunds:
Pristine Flow
Email: pristineflowuk@gmail.com
We'll always aim to resolve genuine problems quickly and fairly.
Legal Notes
Your statutory consumer rights remain unaffected by this policy.
This policy is governed by the applicable laws of the United Kingdom. If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.