RETURNS & REFUNDS
All eligible returns of products purchased on www.puraproject.co.uk or purchased in person at PT Fitness Ltd must be requested through our social platforms within 14 days from the date of delivery.
Returns registered outside of this return period will not be approved. Upon receiving a successful return request approval, items must be returned to the PURA Project return address provided in the return email/direct message from our team and in accordance with the requirements outlined in this PURA Project Returns Policy.
To start a return, submit a return request through our social platforms within 14 days from the day your order is delivered. Once requested, please allow up to 48 hours for your return request to be processed, the time taken to process your request will not impact your return timeframe. Items must be registered and returned through our social platforms to ensure we receive your return and full order details. Items returned without first being submitted through our social platforms will not be accepted and delivery back to the customers address will need to be arranged by the customer and any charges related are the responsibility of the customer.
Upon approval, an email/direct message with instructions on how to return your item will be provided giving you an additional 14 days to return your item(s) for a full refund or for store credit for any items returned outside of this period and within an extended 15-28 day period. Store credit will be sent to the original email address for you to redeem on your next purchase.
We will send an email confirming receipt of your return at our returns location and a follow up email notifying you of whether your return has been approved or rejected upon inspection. Please see our Returns Policy for more information.
All goods are inspected upon return. We reserve the right to refuse any returns that are not in original condition, that is any items that are of the following: any items worn, washed, consisting of distinct odours, blemishes or signs of wear and tear, covered in animal or human hair etc will not be accepted. We cannot accept returns on undergarments for health and hygiene reasons. These items will state the no-returns policy within the product description. Gift cards are exempt from returns. Any discontinued products cannot be returned for a refund. In the event that returned items are found not to be in a suitable condition, we will refuse the return and contact you to arrange a return which you will need to cover.
All returned goods are your responsibility until they are received by our team. We recommend safely and securely packing your return to prevent any damage occurring during transit. We also recommend keeping proof of postage and returning your package through a tracked shipping method only to ensure the location of your item(s) in transit. Unfortunately, we cannot be held accountable for any packages that go missing during transit.
Refunds will be processed to the original form of payment within 3-5 business days. We will send a refund notification email to confirm that we have processed your refund. The timeframe for the refund to be returned to your account will vary depending on the original payment method. Credit or debit card refunds may take between 5-7 business days and up to two billing cycles to appear on your bank statement. PayPal refunds may take between 7-10 business days to be accepted into your account. Please note: your initial order delivery charge can only be refunded in circumstances whereby the product is faulty or incorrect, or, if your order has been cancelled under the Consumer Contracts Regulations.
All products undergo inspection upon receipt.
- All products must be returned in the same condition in which they were delivered. Please make sure that they are intact and complete, never worn, used, washed or damaged in any way and that they are returned in their original package. No exceptions will be accepted.
- We cannot accept returns on undergarments for health and hygiene reasons. These items will state the no-returns policy within the product description.
- Any discontinued products or sale items cannot be returned for a refund. A gift card will instead be credited.
Please note: items purchased during our annual ‘ Christmas sale event’ can only be returned for store credit.