Refund policy

Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Eligibility for Returns (Hygiene & Condition)
Due to the sanitary nature of our products, to be eligible for a return, your bidet toilet must be absolutely unused, uninstalled, and in the exact same pristine condition that you received it. It must be in a strictly re-sellable state with no missing parts. The original packaging must be entirely intact, unripped, and undamaged, and the item must be secured on its original pallet. We cannot, under any circumstances, accept returns for sanitary fixtures that have been installed, plumbed in, used, or if the box has been destroyed during opening. You will also need the receipt or proof of purchase.

2. Return Shipping Costs
Please note: For all non-defective or "change of mind" returns, the customer is strictly responsible for the cost of return shipping. Because our products are large ceramic fixtures, they must be returned via a secure, insured palletised freight service to prevent damage. For your convenience, and to ensure the item arrives safely at our facility, our support team will arrange this specialist pallet collection on your behalf. The cost of this return freight will simply be deducted from your final refund amount.

3. Restocking Fees
We do not charge any restocking fees. Providing the item is safely received and passes our warehouse condition inspection (as detailed in Section 1), you will be refunded the purchase price of the item, minus the return freight cost.

4. Damages and Issues
Please inspect your order immediately upon delivery. If the pallet or item appears damaged upon arrival, please note this with the delivery driver before signing. Contact us within 48 hours at pureflow.bathrooms.uk@gmail.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

5. Starting a Return
To start a return, you must first contact us at pureflow.bathrooms.uk@gmail.com to receive authorisation. Items sent back to us without first requesting a return will not be accepted.

Once your return is authorised, our VIP support team will handle the logistics. We will coordinate directly with our freight partners to schedule a pallet collection from your address and provide you with all necessary collection details and paperwork.

6. Refunds
We will notify you once our warehouse team has received and inspected your return. If the item passes our hygiene and condition inspection, your refund (minus the return freight cost) will be automatically processed to your original payment method within 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 working days have passed since we approved your return, please contact us.