Return Policy

At Purio, we stand behind the quality and performance of our products. For this reason, we only accept returns or exchanges if your item arrives damaged or is found to be faulty upon delivery. We do not accept returns for change of mind, dissatisfaction, or any reason other than a proven defect or damage.

Strict Conditions for Returns:

  • Eligibility: Only products that are damaged or faulty upon arrival are eligible for a return or exchange.

  • Unboxing Video Required: To process your claim, you must provide a clear, continuous video of the unboxing process, showing the damage or fault as the package is opened. Claims without an unboxing video will not be accepted.

  • Unused Condition: Returned products must be unused, in their original packaging, and in the same condition as when you received them. Used purifiers or filters are strictly non-refundable.

  • No Returns Without Reason: We do not accept returns or exchanges for reasons such as a change of mind or incorrect purchase.

How to Request a Return:

  1. Contact Us: Email us at support@thepurio.com with your order number, a clear description of the issue, and your unboxing video attached.

  2. Approval Required: Our team will review your claim. If approved, we will provide you with instructions for returning the product.

  3. Return Shipping: Customers are responsible for return shipping costs. We recommend using a trackable shipping service.

  4. Inspection & Refund: Once we receive and inspect your return, we will notify you of the outcome. If your claim is approved, we will process your refund.

Refund Details:

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

  • Refund Deduction: Approved refunds are subject to a 30% deduction from the purchase price. This amount covers the initial shipping, handling, and restocking costs.

Damages & Issues

Inspect your order immediately upon arrival. If your item is damaged, defective, or incorrect, contact us right away with your unboxing video so we can resolve the issue. Photo or video evidence is required for all claims.

Non-Returnable Items

  • Used products or products without their original packaging are non-returnable.

  • Replacement HEPA filters that have been opened are non-returnable.

  • No returns or refunds will be processed for products returned without prior approval.

Lost or Missing Packages

  • Once a package is marked as delivered by the courier, Purio is not responsible for lost or stolen items.

  • If your package is missing, please contact the courier first, then reach out to us for further assistance.

Warranty / Faulty Goods

  • All products are covered by our 1-year manufacturer's warranty. Warranty claims require proof of purchase and evidence of the fault (preferably video).

  • Warranties do not cover misuse, operator error, or use outside the manufacturer's guidelines.

If you have any questions about our policy or your eligibility for a return, please contact us at support@thepurio.com.