Refund and Returns Policy

REFUND & RETURNS POLICY

Last updated: September 2026

This Refund & Returns Policy applies to purchases from PureSeal Services UK Ltd and should be read alongside our General Terms and Conditions and Delivery & Shipping Policy.

Different rights may apply depending upon whether you are purchasing as a Consumer or Business Customer.

Nothing in this policy excludes or restricts statutory rights that cannot lawfully be excluded or restricted.

1. CHANGING OR CANCELLING AN ORDER BEFORE DISPATCH

Please check products, quantities, delivery details and contact information carefully before submitting an order.

Once an order has entered processing, we cannot guarantee that it can be amended.

If you wish to change a delivery address or cancel an order before dispatch, please contact us immediately at:

info@puresealservices.co.uk

If the order has not been packed, processed or dispatched, we will attempt to accommodate your request.

If the goods have already been dispatched, the applicable returns or statutory cancellation procedure will apply.

Nothing in this section affects a Consumer’s statutory cancellation rights.

2. DISCOUNT CODES

Discount codes must be entered during checkout and are subject to their applicable terms.

Discount codes cannot normally be retrospectively applied to completed orders.

If you realise immediately after ordering that you have selected an incorrect product or failed to apply a discount code, please contact us.

Where an order has not entered processing, we may be able to cancel it so that a replacement order can be placed.

This does not create an entitlement to retrospectively apply a promotional discount to an order already completed.

3. CONSUMER CHANGE-OF-MIND CANCELLATION RIGHTS

This section applies to Consumers purchasing eligible goods online or through another distance-selling method.

Subject to the statutory exceptions described below, a Consumer may cancel an eligible order without giving a reason.

For most goods, the cancellation period ends 14 days after the day on which the goods come into the physical possession of the Consumer or a person identified by the Consumer to receive them.

Where multiple goods forming one order are delivered on different days, the statutory period may run from receipt of the last applicable item as provided by law.

To exercise the right to cancel, you must clearly inform PureSeal of your decision before the cancellation period expires.

You may contact us at:

info@puresealservices.co.uk

You do not need to provide a reason.

4. RETURNING GOODS FOLLOWING CONSUMER CANCELLATION

After notifying us that you are cancelling an eligible order, goods must normally be returned without undue delay and no later than 14 days after the day on which you informed us of the cancellation.

Please contact PureSeal before returning chemical or dangerous goods.

Unless PureSeal has agreed to bear the return cost, the Consumer is responsible for the direct cost of returning goods following a change-of-mind cancellation where this has been properly communicated before purchase and where the law permits.

This is different from the return of genuinely faulty or non-conforming goods, for which different rules apply.

5. CONDITION OF CHANGE-OF-MIND RETURNS

Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where goods have been handled beyond what would reasonably be permitted in a shop and this causes a reduction in their value, PureSeal may make a deduction from the refund to reflect that diminished value where permitted by law.

Products should therefore be returned, wherever reasonably possible:

• unused;

• uncontaminated;

• securely packaged;

• with their original container and packaging;

• with seals intact where relevant; and

• in a condition suitable for inspection.

This section does not apply in the same way to goods returned because they are genuinely faulty or non-conforming.

6. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION

Statutory cancellation rights do not apply in certain circumstances provided by law.

These may include:

• goods made to the Consumer’s specifications;

• clearly personalised or bespoke goods;

• goods liable to deteriorate or expire rapidly;

• goods that become inseparably mixed with other items after delivery; and

• sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once the seal has been broken.

An exclusion will only be relied upon where the relevant statutory requirements are satisfied.

An exclusion from the change-of-mind cancellation right does not remove statutory rights where goods were faulty, damaged, misdescribed or otherwise non-conforming when supplied.

7. STORAGE-SENSITIVE PRODUCTS AND JOINTING COMPOUNDS

Certain products supplied by PureSeal are sensitive to storage and environmental conditions.

These include some:

• sweep-in jointing compounds;

• paving jointing products;

• resins;

• coatings;

• sealers;

• reactive chemical products; and

• other products identified as storage-sensitive.

Their condition may be affected by factors including:

• moisture;

• water ingress;

• frost;

• excessive heat;

• incorrect temperature;

• exposure to weather;

• opened or damaged packaging;

• contamination;

• incorrect resealing; and

• storage contrary to product instructions.

Customers must store these products strictly in accordance with the product label, technical information and manufacturer’s or PureSeal’s storage instructions.

Change-of-mind returns

Because PureSeal cannot verify the storage conditions to which a storage-sensitive product has been exposed after delivery, PureSeal may be unable to accept such products back into resale stock merely because a customer no longer requires them.

For Business Customers, change-of-mind returns of jointing compounds and other storage-sensitive products are therefore not accepted unless PureSeal expressly agrees otherwise in writing.

For Consumers, any statutory right to cancel an online purchase will continue to apply unless a lawful statutory exception applies to the particular product or circumstances.

Where a Consumer has a statutory cancellation right, nothing in this section removes that right.

Fault or deterioration claims

PureSeal is not responsible for deterioration, contamination, curing, setting, spoilage or other damage caused after delivery by incorrect storage, handling or exposure to unsuitable environmental conditions.

Where a customer alleges that a storage-sensitive product was faulty when supplied, PureSeal may reasonably request evidence concerning:

• date of delivery;

• date the issue was discovered;

• batch number;

• condition of packaging and seals;

• where the product was stored;

• storage temperature where relevant;

• exposure to moisture, frost, heat or weather;

• whether the product was moved, opened or used;

• photographs or video; and

• any other information reasonably necessary to establish the cause of the reported problem.

Where reasonably necessary, PureSeal may request inspection or collection of the product before determining the appropriate resolution.

Nothing in this section removes statutory Consumer rights where the product was genuinely non-conforming when supplied.

8. SODIUM HYPOCHLORITE, PEROXIDE AND OTHER STORAGE-SENSITIVE CHEMICALS

Certain chemicals can naturally deteriorate or lose strength over time, particularly when exposed to unsuitable temperature, light, contamination or storage conditions.

Customers must follow the applicable storage and handling instructions.

Where a particular product is legally classified as being liable to deteriorate or expire rapidly for the purposes of consumer cancellation legislation, the statutory change-of-mind cancellation exemption may apply.

PureSeal will not treat every chemical product as automatically exempt from Consumer cancellation rights merely because it is a chemical.

This section does not affect rights relating to goods that were faulty or non-conforming when supplied.

9. FAULTY, DAMAGED OR NON-CONFORMING GOODS

Change-of-mind returns are legally separate from claims concerning faulty or non-conforming goods.

If you believe a product is:

• faulty;

• damaged;

• not as described;

• not of satisfactory quality; or

• otherwise non-conforming,

please contact PureSeal as soon as reasonably possible.

For delivery damage, leakage, shortages or other problems associated with delivery, please also follow our Delivery & Shipping Policy.

We may reasonably request evidence and, where necessary, an opportunity to inspect the goods before determining the appropriate remedy.

10. CONSUMER RIGHTS FOR FAULTY GOODS

Consumers have statutory rights under the Consumer Rights Act 2015.

Depending upon the circumstances, these may include:

• the short-term right to reject;

• repair;

• replacement;

• price reduction; or

• final rejection.

The statutory short-term right to reject qualifying non-conforming goods is normally available for 30 days, subject to the provisions of the Consumer Rights Act 2015.

Where repair or replacement is the applicable remedy, it must be carried out within a reasonable time and without significant inconvenience to the Consumer, and PureSeal will bear the necessary costs where required by law.

Nothing in this policy restricts these statutory rights.

11. INSPECTION OF REPORTED FAULTS

A report that goods are faulty, leaking or damaged does not by itself establish when or how the problem occurred.

PureSeal may investigate the circumstances and available evidence.

Where reasonably necessary, we may request:

• photographs;

• video;

• batch numbers;

• original packaging;

• the product container;

• remaining product;

• storage information;

• information concerning use or handling; and

• physical inspection of the goods.

Customers should retain the product and relevant packaging while a claim is being investigated.

Please do not use, mix, transfer, alter, repair or dispose of a product that is the subject of a claim unless required for immediate safety reasons or instructed by PureSeal.

Where physical inspection is reasonably necessary, PureSeal may arrange collection using an appropriate courier, representative, approved applicator or other authorised person.

Collection or inspection does not constitute an admission that the goods were defective when supplied.

12. RETURN OF CHEMICAL AND DANGEROUS GOODS

Do not return hazardous or dangerous goods using an ordinary postal or parcel service unless PureSeal has confirmed that the service and packaging are suitable.

Some products are subject to dangerous-goods transport requirements.

Before returning any chemical product, please contact:

info@puresealservices.co.uk

We will advise on the appropriate return procedure.

Depending upon the product, this may require:

• approved packaging;

• appropriate marks or labels;

• an ADR/dangerous-goods carrier;

• Limited Quantity packaging where legally applicable; or

• collection arranged by PureSeal.

Customers must not knowingly offer dangerous goods to a carrier contrary to applicable transport requirements.

13. COST OF RETURNING FAULTY GOODS

Where a Consumer is legally entitled to reject goods or require repair or replacement because they were faulty or non-conforming, PureSeal will bear the reasonable and necessary return or collection costs where required by law.

Where goods are returned as a change of mind rather than because of a fault, the return costs are governed by Section 4 of this policy.

For Business Customers, return costs are governed by the Business Customer provisions below and any agreement made with PureSeal.

14. REFUNDS FOLLOWING CONSUMER CANCELLATION

Where a Consumer validly cancels an eligible distance contract, PureSeal will reimburse payments as required by law.

This will include the applicable standard outbound delivery charge where required.

Where the Consumer selected a more expensive delivery method than the least expensive standard delivery option offered, PureSeal is not required to refund the additional cost of that enhanced delivery service.

Where PureSeal has not offered to collect the goods, we may withhold reimbursement until:

• we receive the goods back; or

• the Consumer provides evidence that the goods have been returned,

whichever occurs first, as provided by law.

Refunds will be made without undue delay and within the statutory period.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise expressly agreed.

15. NO RESTOCKING FEE FOR STATUTORY CONSUMER CANCELLATIONS

PureSeal does not charge a restocking fee where a Consumer validly exercises a statutory cancellation right.

Where returned goods have suffered diminished value because they have been handled beyond what was reasonably necessary to establish their nature, characteristics and functioning, PureSeal may make a lawful deduction reflecting that reduction in value.

This is not a restocking fee.

16. BUSINESS CUSTOMER RETURNS

Business Customers do not have the statutory Consumer change-of-mind cancellation right.

Unless goods are faulty or otherwise supplied in breach of contract, Business Customer returns are accepted only at PureSeal’s discretion and require prior written authorisation.

Where PureSeal agrees to accept an unwanted Business Customer return, we may impose reasonable conditions including:

• goods being unopened and unused;

• original seals remaining intact;

• goods being in fully resaleable condition;

• suitable remaining shelf life;

• return within an agreed period;

• the customer paying appropriate return carriage; and

• a reasonable restocking, handling or administration charge being deducted from any credit or refund.

PureSeal may refuse discretionary Business Customer returns of storage-sensitive products, jointing compounds, bespoke products, specially ordered products and chemicals where their condition or safe resale cannot reasonably be verified.

Nothing in this section excludes rights a Business Customer may have where goods were genuinely defective or supplied in breach of contract.

17. PERSONAL PROTECTIVE EQUIPMENT

Returns of Personal Protective Equipment will be considered according to the reason for return and the nature and condition of the product.

For Consumer change-of-mind returns, PureSeal will only rely upon the statutory health-protection or hygiene exemption where that exemption legally applies to the particular sealed product and the product has been unsealed after delivery.

PPE will not automatically be treated as non-returnable merely because its packaging has been opened.

This does not affect rights relating to faulty or non-conforming PPE.

Business Customer change-of-mind returns of opened PPE may be refused where the product cannot reasonably be resold as new.

18. INCORRECT GOODS

If PureSeal supplies a product different from the product ordered, please notify us promptly and do not use the product.

We may request photographs to verify the item supplied.

Where PureSeal has supplied the incorrect goods, we will arrange the appropriate remedy and bear reasonable return costs where required.

19. BUSINESS CUSTOMER CLAIMS

Business Customers must inspect goods promptly and report faults, damage, shortages or discrepancies in accordance with our General Terms and Conditions and Delivery & Shipping Policy.

Where notification is delayed, PureSeal may, subject to applicable law, take into account any prejudice caused by that delay, including:

• inability to inspect the goods in their delivered condition;

• loss of carrier claim rights;

• disposal of packaging;

• deterioration following delivery;

• inability to verify storage conditions; and

• inability to establish when the alleged fault or damage occurred.

20. APPROVED APPLICATOR TRAINING COURSES

Training bookings are subject to availability and confirmation.

Unless different course-specific terms are expressly provided at booking, requests to cancel or reschedule should be received at least 14 calendar days before the course start date.

Where a Business Customer cancels or requests rescheduling less than 14 days before the course, a refund or transfer may be refused, although PureSeal may permit an appropriate substitute delegate.

Where statutory Consumer cancellation rights apply to a distance-booked training course, those statutory rights take precedence over this provision.

PureSeal may cancel or reschedule a course where reasonably necessary, including where minimum participant numbers are not reached.

Where PureSeal cancels a course, customers will be offered an appropriate alternative date or refund.

We may make reasonable changes to course content, instructors or venue where this does not materially reduce the overall training service purchased.

21. DELIVERY PROBLEMS

Missing parcels, incomplete deliveries, transit damage, leakage and late deliveries are governed primarily by our Delivery & Shipping Policy.

Customers should follow the notification and evidence procedure contained within that policy.

The requested 24-hour notification period for visible delivery problems is intended to preserve evidence and carrier claim rights and does not shorten statutory Consumer rights.

22. HOW TO REQUEST A RETURN

Before returning goods, please contact PureSeal at:

Email: info@puresealservices.co.uk
Telephone: 0333 577 8086

Please provide:

• your name;

• order number;

• product being returned;

• reason for the return; and

• photographs or other information where the return concerns damage or a fault.

We will provide return instructions where required.

Chemical or dangerous goods must not be returned until appropriate transport instructions have been confirmed.

23. STATUTORY RIGHTS

Nothing in this Refund & Returns Policy, our General Terms and Conditions or our Delivery & Shipping Policy excludes, restricts or replaces statutory rights that cannot lawfully be excluded or restricted.