Refund and Returns Policy

Refund & Returns Policy:

Change or cancel an order:

A change cannot be made to an order after it has been placed so please ensure your order and contact details are correct.

If you want to amend your or change your delivery address or cancel completely, please put this in writing via email to info@puresealservices.co.uk. If your order has not been packed or shipped we may well be able to amend it for you. If your order has already been shipped or delivered, you will then need to follow our Returns Procedure, in the event of unwanted products.

There are some products we cannot cancel, refund or exchange including bespoke chemicals or own branded products, or products of a perishable nature. These include Sodium Hypochlorite based products and equipment.

Discount codes:

If you wish to use a discount code or take advantage of one of our product offers, it is your responsibility at the time of placing your order to ensure that you have added the correct items to your basket and/or entered the relevant discount code. We cannot refund or deduct any sum of money from an already completed order. If you have ordered the wrong product or missed applying a discount code, email us at info@puresealservices.co.uk, and we can arrange a full refund of that order, which will cancel it off our system and will therefore allow you to re-order the correct items and/or add the discount code. Any refunds issued will take 7-10 days to reach your account. Please double-check all orders before purchasing.

Full details of our terms and conditions regarding order cancellation can be requested by calling us on 0333 577 8086 or a written request via email at info@puresealservices.co.uk.

Approved Applicator Training Courses:

If you have booked on to one of our Approved Applicator Training Courses and wish to cancel or reschedule, cancellations received before the 14 day cut off, before the start date of the course, will receive a full refund. Cancellations received later than 14 days before the start date of the course will not be eligible for a refund.

Refunded fees can be transferred to another course of the same module by calling us on 0333 577 8086 or a written request via email at info@puresealservices.co.uk.

Track Your Order:

Once you have placed your order, you will receive an email confirmation. If we receive your order in our business hours (09:00am to 16:00pm Monday to Friday), your order will packed and despatched the same day. If an order is placed after business hours, or on a weekend, then your order will be packed and shipped the next working day.

If you find your order has been partially delivered, this may be because of delays in the courier network. We will never part ship your orders without prior notification and agreement.

If your order looks to be incomplete or damaged, or you have any questions relating to your order please contact us on 0333 577 8086 or contact us via email on info@puresealservices.co.uk.

Missing, incomplete, late or damaged orders:

Please inspect all items upon delivery and report any damages or faults within the following timescales.

If your order hasn’t arrived or arrives late or incomplete, you can firstly:

Check your order status with the couriers tracking system. This will be on the email or text message sent to you directly from our couriers. Although we state an estimated time scale, these are not guaranteed time scales.
If your order is incomplete, you can track each individual part of your consignment using the methods mentioned above. Due to unprecedented events with COVID and driver shortages, some deliveries may take longer than anticipated. Please if possible allow a little time before contacting us.
For damaged products, incomplete orders or shipped items that don’t arrive when expected please call us on 0333 577 8086 or contact us via email at info@puresealservices.co.uk within 48 hours of delivery.
If your order has been lost and the courier has confirmed this, you must contact us in writing via email at info@puresealservices.co.uk within 10 days of the notified delivery date so we can investigate the matter. Once we have confirmation from the courier that your order or part of your order is lost, we will reship your missing items with no additional shipping costs.

Returns procedure:

Due to the nature of our products all returns must be agreed and processed via PureSeal Services UK Ltd. If you want to return items you have bought then please put this in writing via email to info@puresealservices.co.uk

We will process refunds within 10 days of us receiving the items back unopened and in good re-saleable condition. We will refund the credit card or debit card of the person who originally placed and paid for the order or use the PayPal details provided.

A restocking fee of 10% will apply to products that have been purchased that you wish to return that are not faulty or incorrect but you have changed your mind or the incorrect products have been purchased. This will be deducted from your refund or if these products are part of an exchange, this will need settling before the exchanged products are dispatched.

We’re so convinced you’ll absolutely love our products, that we’re willing to offer a 14 day risk free money back guarantee. If you receive your order and you have changed your mind, have ordered too much product or you are not satisfied for any reason you can return the product for a refund within 14 days of making a purchase.

Dosatron Units:

If you have purchased a Dosatron unit online and have changed your mind, you can return the Dosatron unit within 14 days of receiving the item(s). The Dosatron units should be returned in the original undamaged Dosatron packaging. The Dosatron units themselves should be unused, undamaged and in the same condition it was received with all the parts and components included in the box.

Shipping items:

In order to return an order, you must contact us first due to the nature of some of our products. These may require ADR trained drivers. Agreed returns can be mailed to: PureSeal Services UK Ltd, Basford Old Creamery, Newcastle Road, Chorlton, Crewe, CW2 5NQ. You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found to be opened, a refund will be refused. If the product is found to be damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.

Under the Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund of your product, if you request one in writing within 14 working days of receipt of your product.

Products we’re unable to cancel, refund or exchange.

We cannot offer refunds or exchanges, unless faulty or not as described on the following items:

Products that have been made specifically to your specification or specifically ordered for you.
Own branded products.
Products that have a specified use by date and/or are perishable. These include Sodium Hypochlorite based products and Hydrogen Peroxide based poducts.
Products supplied, despatched by third party providers are subject to their own terms and conditions.

Consumer Contracts Regulations 2013:

The above legislation offers you the following cancellation rights when you buy online or by phone:

You are entitled to cancel your order if you wish to, provided you action it, via email to info@puresealservices.co.uk, no longer than 14 days after the day on which you receive the goods from PureSeal Services UK Ltd.
The right to return products does not apply to products made to your specification, are own branded, or by their nature cannot be returned, or are liable to deteriorate quickly.
If you wish to cancel, you must take care of the goods and keep them within your possession and inform us that you wish to cancel using the email address above.
To cancel the order, you must let us know that you want to cancel it and contact us according to our full terms and conditions under Cancellation and acceptance of orders.
Where goods are faulty or damaged the customer has a minimum of 30 days in which to return these goods.
Unless agreed with the Seller in writing the Buyer will be liable for all additional return costs of products to the Seller.
Due to the nature of many of our products PureSeal Services UK Ltd will in most instances need to arrange collection of them from you, through ADR registered couriers. All returning delivery charges will be charged ‘at cost’ and deducted from the returnees refund.

Complaints procedure:

We hope that you’re pleased with our products and the service that you receive from PureSeal Services UK Ltd, but if you have any reason to complain, give us feedback or tell us how we could improve we would like to know and if needed put things right.