Refund Policy

We are confident in the quality of the Purio Air Purifier. We only process refunds or exchanges for products that are damaged in transit or are proven to be faulty upon arrival. Please review our policy carefully before making a request.

Refunds Will Not Be Processed If:

  • Products are sent back to an incorrect address. Always confirm the correct return address with our support team first.

  • The order is for a replacement HEPA filter that has been opened.

  • A product has already been replaced once for a previous claim.

  • The return is due to a "change of mind" or general dissatisfaction with the product's performance.

  • The order is lost in transit. In such cases, we will file a claim with the courier. A Claim ID from the customer is required, and refunds will only be processed after the courier company provides a resolution. If you prefer, we can resend the product instead.

Damaged or Faulty Products Only

  • Returns are only accepted if the product is damaged during shipping or has a clear manufacturing fault upon delivery.

  • You must provide a clear, continuous unboxing video that shows:

    • The sealed, unopened outer packaging.

    • The process of opening the package.

    • The specific damage or defect on the product.

  • Used products or items returned without a valid, pre-approved reason will not be accepted.

How to Request a Refund

  1. Contact Us: Email support@thepurio.com with your order number, a description of the issue, and your mandatory unboxing video as an attachment or link.

  2. Approval: Once your claim is reviewed and approved, we will provide the correct return address and further instructions. Do not return products without receiving this approval.

  3. Return Shipping: After shipping the product back, please email us the tracking number.

  4. Processing: Refunds are processed within 5-7 business days after the returned product has been received and has passed our inspection.

Order Cancellations

  • Within 12 Hours: You may cancel your order within 12 hours of purchase by emailing us at support@thepurio.com with the subject "Cancel Order." We will prioritize your request.

  • After 12 Hours: Cancellations are not guaranteed as your order may have already been shipped. If a cancellation is possible after this time and your card has been charged, a 15% cancellation fee will apply to cover transaction costs.

Special Cases

  • If you receive the wrong product or missing accessories due to our error, please send a photo within 3 days of delivery. We will arrange a replacement or reshipment at no extra cost.

  • If your product is damaged during shipment, send a photo within 3 days of delivery. We will replace it at no extra cost.

Refund Timeframes & Details

  • Conditional On Inspection: All refunds are disbursed only after a successful inspection of the returned product to verify the original fault or damage.

  • 30% Deduction: Please be aware that all approved refunds are subject to a 30% deduction from the original purchase price. This fee covers the non-refundable costs associated with initial shipping, handling, and restocking.

  • Timeframe: Refunds are processed to your original payment account. This typically takes 5-7 business days, but bank and credit card processing times may vary.

Exchanges

  • Exchanges are offered only for damaged or faulty products. To request an exchange, email us with your order number and proof of damage.

Important:

No returns or refunds will be accepted for used products, change of mind, or without a valid reason, and the required proof. Always contact us before returning any product.

For any questions or to start a claim, please email us at support@thepurio.com.