Refund policy

Returns

We want you to feel completely confident trying PurePrep at home, which is why we offer a 30-day return policy. You have 30 days after receiving your order to request a return.

To start a return, please contact us at hi@pureprep.uk.

If your return is accepted, we’ll provide a free prepaid return label for eligible UK returns, together with instructions on how and where to send your parcel. Items returned without first requesting a return may not be accepted.

Under our 30-day guarantee, you are welcome to inspect and try your PurePrep products. We simply ask that returned products are clean, have been reasonably cared for and, where possible, are returned in their original packaging.

You can contact us at hi@pureprep.uk with any questions about a return.

Damaged, faulty or incorrect items

Please contact us as soon as possible if your item arrives damaged, faulty, has a quality issue, or you receive the wrong item.

We may ask you to provide photographs so we can assess the issue and arrange the most appropriate resolution.

Where appropriate, we will arrange a replacement or refund. In most cases, damaged or faulty items will not need to be returned.

Your statutory rights are not affected.

Sale and promotional items

Products purchased during a sale or promotional offer are still covered by our standard 30-day return policy, unless an item is clearly marked Final Sale or Non-Returnable on the product page or at checkout.

This does not affect your statutory rights in relation to faulty or misdescribed goods.

Gift cards are non-returnable.

Returning part of a bundle

If you return an individual item purchased as part of a discounted bundle, the remaining items may no longer qualify for the original bundle discount.

Any refund may therefore be calculated based on the value of the items you choose to keep.

Exchanges

If you would like to exchange an eligible product, please contact us at hi@pureprep.uk.

For standard exchanges, we will arrange your replacement once your returned item has been received and processed.

If your item is damaged or faulty, please contact us with photographs first, as in most cases we can arrange a replacement without requiring the original item to be returned.

UK cancellation rights

Your 30-day PurePrep return policy is in addition to your statutory rights.

For eligible online purchases, UK customers generally have the right to tell us they wish to cancel their order within 14 days of receiving it, without giving a reason, and then have a further 14 days to return the goods.

Nothing in this policy limits your statutory consumer rights.

Refunds

Once we have received and inspected your return, we’ll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear once it has been processed, depending on your bank or payment provider.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at hi@pureprep.uk.