In-store exchanges and refunds
Items purchased online may be exchanged or refunded at a Puritech store within South Africa, provided all online return policy conditions are met. Refunds are credited to the original method of payment. Cash refunds are not provided, and courier charges cannot be refunded.
Items purchased at a Puritech store in South Africa can only be returned to a Puritech store within South Africa.
Puritech online returns policy
You may return an item purchased from Puritech by courier to the online store or in person to a Puritech store in South Africa within 14 days of purchase, subject to the conditions below. These benefits are in addition to rights and remedies available under the Consumer Protection Act and other applicable legislation.
Puritech recommends using a traceable courier service such as Fastway, The Courier Guy, FedEx or ParcelIt. Returned parcels remain the purchaser's responsibility until received by Puritech. Store purchases cannot be returned or refunded online.
Returns policy conditions
A change-of-mind exchange or refund may be provided when:
- The item is returned within 14 days, inclusive, from purchase.
- The original Puritech invoice or receipt is produced.
- All original tags remain attached.
- The item is unopened, unused and in original saleable condition.
- A completed return form accompanies the returned item.
- The item is in its original packaging.
Puritech may refuse an exchange or refund if these requirements are not met. A bank statement is not accepted as proof of purchase.
Hygiene exclusions
The following cannot be exchanged or returned for change of mind:
- Open filters
- Open membranes
- Used reverse osmosis systems
Online exchanges
To exchange an item, complete the online Return Request form in your Puritech account under “My Orders” before sending it back. An exchange may only be made for the same value as the purchase price of the item being returned.
Return the item to the online returns address with the completed return documents and tax invoice. If the alternative item is unavailable and all conditions are met, the original payment method will be refunded. Return courier costs are for the purchaser's account and may be deducted from the refund.
Online refunds
Submit the online Return Request (RMA) form in “My Orders” before sending an item back. Once the warehouse has received the original item and all return conditions are met, a refund is credited to the original payment method. Cash refunds are not provided.
Completing a return request online
- Log in to your Puritech account and open “My Orders”.
- Open the order containing the item and select the returns option.
- Submit the request and wait for Puritech to arrange collection.
- Once the warehouse receives the item, it will authorise the refund.
Confirm the form details before sending the parcel and write the returns number on the outside. Exchange or refund status updates are sent by email.
Please note: Puritech does not cover courier costs for returning a faulty product or sending it back to the client.
View the current source policy on Puritech's website.