Refund policy

Refund Policy

At Puure, your health and safety come first. Our filters are in direct contact with the water you drink, so we follow strict hygiene and food safety standards. We also want every situation to be simple to resolve. Here's how it works.

The filter doesn't fit your tap?

This is rarer than it seems, and it's almost always fixable.

Take our Filter Selection Quiz. It takes 2 minutes and finds the right adapter for your faucet.

Or send us a request with a photo of your tap. Our team will identify the right adapter and send it to you free of charge, or suggest other free solutions.

If none of these work for your faucet, we'll give you a full refund. No need to send the filter back.

Tip: if you have several taps at home, try another one. Many customers find a perfect fit in the kitchen, bathroom or utility sink.

2-year warranty

Every Puure filter is guaranteed for 2 years from delivery.

If your filter develops a problem related to the product itself, open a support ticket with your order number and a photo of the issue. Once verified, we'll send you a new filter or issue a full refund. No need to send anything back.

The warranty does not cover damage caused by misuse, incorrect installation, or normal wear of filter cartridges.

Arrived damaged?

We're sorry, that's not the experience we want for you. Open a support ticket with:

Your order number
A photo of the outer packaging
A photo of the damaged product

We'll send you a replacement or refund you in full, quickly.

Changed your mind?

You can cancel your order within 14 days of delivery. For hygiene reasons, we can only accept filters that are unopened and in their original sealed packaging.

After 14 days, if something isn't right, just reach out to us. Our team will look at your situation personally and find the best solution with you.

How to make a request

Email us at customercare@puurefilters.com  with your order number and a short description (plus a photo when needed). We usually reply within 24 to 48 hours.

Refunds are issued to your original payment method. Please allow standard banking times for it to appear in your account.

Applicability

This policy applies to all purchases made on our official website by customers located in the United Kingdom, Australia, France and Germany. It does not affect your statutory rights under applicable consumer law, including UK consumer law, the Australian Consumer Law and EU consumer protection rules.