Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at sales@purehydration.co.uk. Please note that returns will need to be sent to the following address: 

BW Technologies Limited, Unit 8 The Kilns, Penn Croft Farm, GU10 5PX,  UK

You can always contact us for any return question at sales@purehydration.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@purehydration.co.uk.

Please review our warranty, returns, and refunds policies. If you have any questions about anything presented here, please contact us.

BW Technologies Ltd (Pure Hydration) warrants the Pure Hydration and PURE Bottle ranges to the consumer for the whole period of 30 days from the date of purchase, when used in accordance with the manufacturer’s instructions. Up to 1 year product replacement is available if we deem the product to be faulty.

Colours 

Not all computer monitors are calibrated the same. Colours may display differently on your monitor than what is actually printed. We do our best to make sure the image on the product listing is identical to the image you order, however small variations in colour can and will occur. The images on our website are as accurate as possible. However, different monitors may cause colours to vary slightly.

Personalised Products

Please double check your order on screen and your acknowledgement carefully to ensure that all the details, especially the personalised text you have requested are correct, as it will be produced exactly as you enter it including any capitalisation (e.g. James, james, JAMES). Items with custom printing cannot be exchanged or refunded unless the product is faulty. Please note personalisation may require up to an additional two days to dispatch from our warehouse.

Personalised product sales are final - We do not offer refunds on any personalised products unless the item is found to be faulty. If a fault is found a replacement will be offered

This guarantee does not cover improper use, failure to properly maintain the unit, or any premature clogging caused by overly turbid, contaminated or chemically contaminated water.

BW Technologies Ltd shall under no circumstances be liable for any special, indirect or consequential damages owing to misuse of goods. BW Technologies Ltd makes no warranty of fitness or merchantability and no other warranty, oral or written, expressed or implied, except as specifically set for herein.

Returns
We worked hard to create products that work for you, so we hope you love them as much as we do. 
If, you find that you’re unhappy for any reason, or you just change your mind, just let us know, contact our customer service team via email at sales@purehydration.co.uk,  so that we can help you return your products within 30 days of receipt for a full refund.

Although regrettably we are unable to refund the original shipping charges unless the goods are faulty.   

Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel).

Please note that all items must be returned in a saleable condition, in its original packaging:

Refunds
Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you if your request for refund has been successful. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Please ensure you email us to arrange your return, otherwise your refund could be delayed.

Exchanges 
We are happy to replace any defective or damaged products.

If, at any time within 30 days of receiving your Pure Hydration and/or PURE Bottle product, you are not 100% satisfied, you may return it to us unused for a refund or replacement.

Simply return the unit to:
       BW Technologies Ltd,
       Unit 8 The Kilns, Penn Croft Farm, GU10 5PX, United Kingdom.

When you send your item back to us, we’ll process the returned item then notify you via e-mail if your refund or replacement if applicable. You can expect a refund in the same form of payment originally used for purchase within 14 days of our receiving your return. Our refunds policy does not affect your statutory rights.

If the return and refund do not appear after 3 weeks from the day you sent us your return, please contact us for further assistance.

Please note that BW Technologies Ltd cannot generate refunds or replacements for items purchased from third-party sellers. Only your seller can generate a refund or replacement.

Warnings
Do not allow your Pure Hydration or PURE Cap product to freeze.
Do not use your Pure Hydration or PURE Cap product with salt water/saline sources - this will block the purifier.
Do not attempt to filter high energy or isotonic drinks, fruit juice, coffee, cola, etc., through your Pure Hydration or PURE Cap product as it will quickly clog up the purifier due to the high levels of sugar contained within those type of drinks.

To avoid accidental leakage prevent heavy impacts. If using the Aquapure Traveller ensure that the pop-top is closed and the cap is secure on the bottle. Store the bottle upright or in an outer pocket to prevent any accidental leakage that could occur. If you are using an inline filter please also ensure the on/off switch is in the ‘off’ position when not in use.

Very turbid water may shorten the life of the purifier.

Any items damaged due to reasons not covered under warranty cannot be accepted back for refund or replacement under our 60 day money back warranty. This guarantee does not cover improper use or failure to properly maintain the unit.