Refund policy

Effective Date: July 2026
Last Updated: July 2026

At Purewell, we want you to feel confident when shopping for home and outdoor water filtration products. This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, missing items, replacement filters, and product-specific return conditions are handled.

This Policy applies to purchases made directly through www.purewell.com. If you purchased a Purewell product through another retailer, marketplace, reseller, or distributor, please contact that seller directly for their return and refund policy.

1. 30-Day Return Window

We offer a 30-day return window. This means you may request a return within 30 days after receiving your item, provided that the item meets the eligibility requirements in this Policy.

To start a return, you must contact us before sending any item back. Items returned without prior authorization may not be accepted.

2. Return Eligibility

To be eligible for a return, the product must generally be:

Purchased directly from Purewell.com.
Returned within the applicable return window.
Unused, uninstalled, unfilled with water, and in the same condition as received.
Returned with original packaging, manuals, accessories, components, and proof of purchase.
Free from damage, stains, odors, contamination, scratches, dents, missing parts, or signs of improper use.

Purewell reserves the right to refuse a return or reduce the refund if the returned product does not meet these conditions, subject to applicable law.

3. Drinking Water Hygiene Policy

Because Purewell products are used for drinking water filtration, hygiene and product safety are important. Products that have been filled with water, installed, activated, primed, connected, used, or otherwise exposed to drinking water may not be eligible for resale or standard return processing.

For hygiene reasons, used water-contact components, opened consumable filters, and products that show signs of use may be non-returnable unless the return is related to a verified defect, damage, or incorrect item caused by Purewell.

4. Non-Returnable Items

The following items may not be eligible for return or refund unless required by law or unless the issue is caused by Purewell:

Used, installed, filled, activated, or water-exposed products.
Opened, used, activated, primed, expired, or contaminated replacement filters.
RO membranes, filter cartridges, carbon filters, gravity filter elements, outdoor filter elements, and other consumable filtration components once opened or used.
Products missing original packaging, manuals, accessories, or required components.
Products damaged by misuse, neglect, improper installation, unauthorized modification, or incompatible accessories.
Gift cards, digital products, final sale items, clearance items, or customized products where applicable.

5. Replacement Filters and Consumable Products

Replacement filters are consumable products. This includes gravity filters, RO filters, RO membranes, carbon filters, outdoor filter elements, bottle filters, straw filters, pump filters, and similar filtration components.

For safety and hygiene reasons, replacement filters may only be returned if they are unopened, unused, unprimed, uninstalled, and in original packaging, unless the item is defective, damaged, incorrect, or otherwise required by applicable law.

6. Gravity Water Filter Systems

For countertop gravity water filter systems, all chambers, lids, spigots, stands, water level windows, filters, washers, seals, and accessories must be returned complete and in original condition.

Gravity systems that have been assembled, filled with water, used for filtration, contaminated, dented, scratched beyond normal inspection, or returned with missing parts may not qualify for a full refund.

7. Countertop Reverse Osmosis Systems

Countertop RO systems must be returned with all tanks, pitchers, filters, membranes, power adapters, accessories, tubing, manuals, and packaging included, where applicable.

RO systems that have been installed, flushed, filled, activated, connected to power, connected to water, or used may be subject to inspection and may not qualify for a standard return due to hygiene, performance, and resale limitations.

8. Outdoor Water Purifiers

Outdoor water purifiers, filter pumps, water filter bottles, water filter straws, soft flasks with filters, and similar products must be returned unused, clean, dry, and complete with all original components.

Outdoor filtration products exposed to natural water sources, dirt, sand, mud, chemicals, biological material, or other outdoor contaminants may be non-returnable unless the issue is verified as a Purewell-caused defect, damage, or incorrect shipment.

9. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a damaged, defective, incorrect, or incomplete item, contact us as soon as possible so we can evaluate the issue and make it right.

To help us process the claim, please provide your order number, photos or videos of the product, photos of the packaging, shipping label, and a description of the issue. If the issue is caused by Purewell or our fulfillment process, you will not be required to pay return shipping for that issue.

10. Missing Items

If your order is missing a product, accessory, filter, manual, or required component, please contact us as soon as possible with your order number and photos of the package contents. We will review the issue and may send the missing item, provide a replacement, or offer another appropriate solution.

11. Return Shipping Costs

If the return is caused by customer preference, ordering error, change of mind, incorrect product selection, or other customer-related reasons, the customer is generally responsible for return shipping costs. The exact cost depends on the carrier or shipping service selected.

If the return is caused by Purewell, such as an incorrect item, damaged item, verified defect, or fulfillment error, Purewell will cover the return shipping cost or provide another suitable solution in accordance with this Policy and applicable law.

12. How to Start a Return or Exchange

To request a return or exchange, please use our Returns & Exchanges Portal, available on our website and in your customer account.

Simply enter your Order Number and the Email Address used for your purchase. If your order is eligible, you can submit your request online.

Once approved, we will email you a prepaid return label and return instructions. After we receive and inspect your returned item, we will process your refund or ship your replacement order, as applicable.

If you need assistance at any time, please contact us at info@purewell.com.

13. Return Address

Return addresses may vary depending on product type, order location, warehouse availability, and the reason for return. Please do not use any address published on the website or package unless we specifically provide that address for your return authorization.

Items sent to the wrong address, sent without authorization, or sent without tracking may be delayed, refused, or ineligible for refund.

14. Tracking Number Requirement

Once you ship a return, please provide the tracking number to Purewell promptly. We recommend using a trackable shipping service and keeping proof of shipment. Purewell is not responsible for returns lost in transit when the customer arranges return shipping.

15. Inspection and Refund Approval

After we receive your return, we will inspect the product to confirm condition, completeness, eligibility, and compliance with this Policy. We will notify you whether the refund is approved, partially approved, denied, or requires further review.

If the returned product is used, damaged, missing parts, missing packaging, contaminated, or not in eligible condition, we may reduce the refund, refuse the return, or return the item to you, subject to applicable law.

16. Refund Processing

If your refund is approved, the refund will generally be issued to the original payment method within 3–7 business days after approval. Your bank, credit card issuer, payment provider, or payment network may take additional time to process and post the refund.

Shipping fees, customs duties, import taxes, payment provider fees, and other third-party charges may not be refundable unless required by law or caused by Purewell’s error.

17. Exchanges

Where available, we may offer exchanges for eligible items. The fastest way to receive a different product may be to return the eligible item and place a new order after the return is approved.

Exchanges are subject to product availability, condition requirements, shipping limitations, and applicable law.

18. Promotions, Bundles and Gifts

Orders purchased with discounts, coupon codes, bundles, gifts, free items, or promotional offers may be refunded based on the amount actually paid after discounts. If a bundle or promotional set is returned partially, the value of any retained items, gifts, or discounts may be deducted from the refund.

Promotional items, free gifts, or bonus products may need to be returned with the original order to receive a full refund.

19. International Orders, Customs and VAT

For international orders, shipping costs, customs duties, import taxes, VAT, brokerage fees, or similar charges may be handled differently depending on destination country and checkout terms. Unless otherwise required by law or caused by Purewell’s error, customs duties, import taxes, VAT, and third-party fees are generally not refundable by Purewell.

20. EU and UK Consumer Rights

If you are a consumer located in the European Union, United Kingdom, or another jurisdiction with mandatory consumer protection rights, you may have additional rights that apply regardless of this Policy.

For eligible online purchases in the European Union, consumers generally have the right to withdraw from the contract within 14 days after receiving the goods, subject to legal exceptions. UK online consumers generally have similar cancellation rights. Certain items, including goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery, may be excluded where permitted by law.

Nothing in this Policy limits your mandatory statutory rights.

21. Warranty Claims vs Returns

A return request is different from a warranty claim. Returns are generally handled within the return window and based on product condition. Warranty claims are handled under the applicable product warranty and may relate to defects in materials or workmanship during the warranty period.

If your issue occurs after the return window, please contact us so we can determine whether warranty support may apply.

22. Water Quality and Performance Expectations

Water filtration performance, water taste, water clarity, flow rate, TDS readings, and filter lifespan may vary depending on local water quality, source water conditions, contaminant levels, water temperature, usage frequency, maintenance, and filter age.

Dissatisfaction based solely on taste preference, flow rate expectations, local water conditions, or misunderstanding of filtration technology may not qualify as a defect unless verified through product evaluation or required by applicable law.

23. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes in our products, operations, logistics, legal requirements, or customer service procedures. The latest version will be posted on this page with an updated date.

24. Contact Us

If you have questions about returns, refunds, exchanges, damaged items, missing items, or warranty support, please contact Purewell through the contact information provided on our website.