Purely Australia Refund Policy
At Purely, we want you to love your shower experience from the very first day. We understand that sometimes things don’t work out, which is why we offer a straightforward return process to ensure you can shop with confidence.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on the PURELY Filtered Showerhead. If you are not completely satisfied with your purchase, you have 30 days from the date of delivery to initiate a return.
To be eligible for a refund under this guarantee:
- Items must be in their original packaging.
- The product must be unused and in the same condition that you received it.
- All included components (filter cartridge, thread tape, and installation card) must be returned.
Damaged or Faulty Items
We take great care in packing your order, but if your item arrives damaged, please let us know immediately.
- Report Window: Damaged or faulty items must be reported within 48 hours of delivery.
- Evidence Required: Please include clear photos of the damage and the packaging in your email to us.
How to Initiate a Return
To start a return, please contact our support team at hello@getpurely.com.au. Once your return is authorised, we will provide you with the return shipping address and instructions. Please do not send items back without first contacting us.
Return Shipping
For change-of-mind returns under our 30-day guarantee, the customer is responsible for paying the return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Processing Time: Approved refunds will be processed back to your original payment method within 10–14 business days of receiving the returned item.
- Please note that shipping costs from the original purchase are non-refundable.
Australian Consumer Law (ACL)
Our change-of-mind policy is in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.