Shipping, Returns & Refunds Policy

At PUR Distribution Ltd., we are committed to delivering quality air purification products and exceptional customer service. Please review the following Shipping, Returns & Refunds Policy before placing your order. Because replacement filters, consumable filtration products and air purification equipment have different return requirements, the conditions that apply to your purchase will depend on the type and condition of the product.

NOTE: Nothing in this policy limits any rights or remedies available to consumers under applicable law.

1. Shipping Policy

Order Processing

Orders for in-stock products are normally processed within 1-2 business days after payment has been successfully received. Orders placed on weekends or statutory holidays will begin processing on the next business day. Processing time refers to the time required to prepare an order for shipment and is separate from the carrier’s estimated delivery time.

Shipping Rates

Shipping charges are calculated during checkout based on factors including:

  • Delivery location
  • Product weight and dimensions
  • Number of products ordered
  • Available carrier and service level
  • Special handling or freight requirements, where applicable

Applicable shipping charges and taxes will be displayed before the customer completes the order.

Delivery Times

Estimated delivery times shown during checkout are estimates and are not guaranteed unless expressly stated. Delivery may be affected by carrier delays, severe weather, remote delivery locations, seasonal shipping volumes and other circumstances outside PUR Distribution’s reasonable control.

Shipment Tracking

Where tracking is available, shipment information will be provided to the customer after the order has been processed by the applicable carrier.

Large or Oversized Equipment

Certain air purification systems may require special handling, oversized shipping or freight delivery. Where special freight requirements apply, additional delivery instructions or charges may be communicated to the customer before shipment.

Shipping Damage

Customers should inspect their shipment promptly upon delivery. If an order arrives damaged, please retain the original product and shipping packaging, photograph the damage and contact PUR Distribution as soon as possible for instructions. Please do not discard damaged products, filters or packaging until the claim has been reviewed.

Incorrect or Missing Products

If you receive an incorrect product or an item is missing from your order, please contact PUR Distribution promptly. Once verified, PUR Distribution will provide instructions regarding the appropriate resolution.

Incorrect Addresses, Refused & Undeliverable Shipments

Customers are responsible for providing complete and accurate shipping information. Additional shipping charges resulting from an incorrect address, refused delivery or an order returned as undeliverable may be the responsibility of the customer unless the delivery problem resulted from an error by PUR Distribution.

2. Returns & Refunds Policy

Return eligibility depends on the type of product purchased and its condition

Class 1 — New & Unused Replacement Filters

Replacement filters may be eligible for return within 30 days of receiving the order. To qualify for a return, all of the following conditions must be met:

  • The filter must be new and unused.
  • The filter must be in perfect condition.
  • The original packaging must be intact.
  • All original components, manuals and accessories, where applicable, must be included.
  • The return must be initiated within 30 days of receipt.
  • The product must successfully pass PUR Distribution’s return inspection.

Multi-Filter Boxes

For products sold as a box containing multiple filters, all filters contained in the box must be in perfect, unused condition. If even one filter has been used or damaged, the entire box will be ineligible for return or refund. Each filter will be inspected by PUR Distribution as part of the return process.

Return Shipping

Customers are responsible for the cost of shipping eligible returns to PUR Distribution. Original shipping charges are non-refundable and will be deducted or excluded from the approved refund.

Important — Confirm Your Filter Before Opening or Using It

Customers are strongly encouraged to confirm the air purification system model and replacement-filter part number before opening or using the product. If you are unsure which replacement filter is required for your PUR air purification system, please contact PUR Distribution before using or opening the product packaging.

Class 2 — Opened, Used or Ineligible Filters & Consumables

Filters and consumables that have been used, damaged or otherwise fail to satisfy PUR Distribution’s return eligibility requirements cannot be returned for a refund.

This includes:

  • Filters that have been used or installed.
  • Filters that have been damaged after delivery.
  • Products that are not returned in perfect condition.
  • Products without the required original packaging.
  • Multi-filter boxes where one or more filters have been used or damaged.
  • Products returned more than 30 days after receipt.

Items that do not meet these conditions will be rejected and no credit or refund will be issued.

Rejected Returns

Customers should not ship a product to PUR Distribution unless it meets the return requirements and the return has been initiated with PUR Distribution. If a customer sends an item that does not meet the return criteria and would like the rejected product returned, the customer will be responsible for the additional shipping cost required to send the product back to them.

Class 3 — Air Purification Equipment

Eligible air purification equipment may be returned in accordance with PUR Distribution’s applicable equipment return terms, provided that the equipment meets the required return conditions. Equipment should generally:

  • Be new and unused.
  • Not have been installed or operated.
  • Not have been modified.
  • Be undamaged.
  • Be returned in its original packaging.
  • Include all original filters, accessories, manuals, cords and components.

Installed or Used Equipment

Air purification equipment that has been installed, operated or used may be subject to the applicable product warranty rather than the standard unused-product return process. Warranty terms can vary by product. Customers should refer to the warranty information applicable to their specific air purification system or contact PUR Distribution for assistance.

Note: PUR Distribution’s supplied 30-day filter return terms have not been automatically applied to air purification equipment. Equipment-specific return and warranty terms should be confirmed separately.

3. How to Start a Return

To initiate an eligible return, please contact PUR Distribution within 30 days of receiving the product. Please include your order number in the subject line of your return request. A PUR Distribution customer support specialist will review the request and provide instructions on how to proceed. Customers should not return products before receiving return instructions from PUR Distribution. Submitting or shipping a return does not automatically guarantee a refund. All returned products must first satisfy the applicable return requirements and pass PUR Distribution’s inspection.

4. Return Inspection

All returned filters and eligible products will be inspected by PUR Distribution after they are received. The inspection will confirm that the product satisfies the applicable return requirements, including its condition, usage, packaging and completeness.

For boxes containing multiple filters, each individual filter will be inspected. If any filter in a multi-filter box has been used or damaged, no refund or credit will be issued for the entire box.

Products that do not meet the applicable return requirements will be rejected. If a rejected product is to be shipped back to the customer, the customer will be responsible for the applicable return shipping cost.

5. Refunds & Processing Time

Once an eligible returned item has been received, inspected and approved by PUR Distribution, the refund will be issued to the original payment method, minus the original shipping fee.

Refund Processing

  • Approved refunds will be processed by PUR Distribution within 2–5 business days after inspection and approval.
  • Original shipping charges are non-refundable.
  • Customers are responsible for applicable return shipping charges.
  • Depending on the customer’s payment provider, an approved refund may take up to 30 days to appear on the customer’s credit card statement.

The time required for a refund to appear after it has been processed by PUR Distribution is controlled by the applicable bank, credit-card issuer or payment provider.

6. Order Cancellations

If you need to cancel or modify an order, please contact PUR Distribution as soon as possible. Orders that have not yet entered the fulfillment or shipping process may be eligible for cancellation. Once an order has shipped, it cannot normally be cancelled and will instead be subject to the applicable return requirements.

7. Questions Before Ordering?

Selecting the correct filter or air purification system before ordering can help avoid unnecessary returns and shipping costs. If you are uncertain about product compatibility, filter part numbers, system requirements or shipping, please contact PUR Distribution before placing your order.

PUR Distribution Ltd.
Phone: (416) 410-3450
Email: info@purdistribution.com
Website: www.purdistribution.com