30-day return policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If your air doesn't feel noticeably cleaner, send it back for a full refund of the product price.
Return Condition
To be eligible for a return, please send the unit back with all the parts it came with, packed securely so it isn't damaged in transit. Email us within 30 days of delivery to request a return. Once approved, we'll provide the return shipping address.
Orders in transit are not eligible for cancellation. If you no longer want your order after it has shipped, you may return it once it arrives by following our standard return process above.
Once we receive the returned items and confirm their condition, a refund will be issued to your original method of payment within 10 business days.
Return/refund requests after 30 days of delivery will not be accepted.
To start a return, you need to contact us at sevcomeback@mail.com with your order number.
If your return is accepted, we'll provide you with a return shipping address and instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at sevcomeback@mail.com.
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. Email us within 7 days of delivery with your order number and a photo of the problem, and we'll send a free replacement or give you a full refund, including shipping.
3-year warranty
Every PureHome unit has a 3-year warranty against manufacturing defects from the date of delivery. If your unit develops a fault during that time, email us with your order number and a short description or video of the problem and we'll repair or replace it. The warranty doesn't cover damage from accidents or misuse.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards. Replacement filters are consumables and can only be returned unopened. The optional Shipping Protection fee is not refundable once your order has shipped.
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.
Return Shipping Cost
Customer will be responsible for the return shipping cost, unless the item arrived damaged, faulty or incorrect.
Restocking Fee
No restocking fee.
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 sevcomeback@mail.com.
Need help?
For inquiries about returns and refunds, please contact us at:
Shop Name: PurePawsAir
Email: sevcomeback@mail.com
Phone: +61 418 177 271
Address: PurePawsAir, 4 Verdant Street, Wantirna South, Victoria 3152, Australia
Business Hours: Monday to Friday between 9:00 am to 5:00 pm (Melbourne time).
We respond within 24 hours on business days.