Refund policy

At Purilite, customer satisfaction is our priority. We offer refunds under the following condition:

Refunds are available for the lesser of 30 days from the date of purchase or the duration of the manufacturer’s warranty.

To qualify for a refund:

The item must be unused, in original packaging, and in resellable condition.
Proof of purchase must be provided (invoice or order confirmation)..
Refund requests must be submitted through our support portal within the eligible refund period.

Please note:

Items damaged due to misuse, neglect, or improper installation are not eligible.
Shipping charges are non-refundable unless the product was defective or the wrong item was sent.
Products can be returned by mail or at a designated drop-off location.
Customers are responsible for providing and paying for the return shipping label.
A 15% restocking fee will be deducted from the refund amount for all eligible returns.

For product-specific warranty details, please refer to the manufacturer’s documentation provided with the item or listed on our website.

At Purilite, we take all customer concerns seriously and are committed to resolving complaints fairly, respectfully, and in a timely manner.

To file a complaint:

Customers can submit complaints through our support portal or by email at info@purilite.ca.
Complaints must include a description of the issue, order number (if applicable), and any supporting evidence (e.g., photos, receipts).
All complaints will be acknowledged within 2 business days and reviewed by our customer experience team.

Resolution timeline:

We aim to resolve most complaints within 5 business days. Complex cases may take longer, in which case customers will be kept updated regularly.

Escalation:

If you're not satisfied with the initial resolution, you may request escalation to a senior member of our team for re-evaluation.

For any refund inquiries, reach out to info@purilite.ca.