PureClo Return Refund and Exchange Policy

Last updated: October 8, 2026

Store: PureClo
Customer support: contact@pureclo.com

This policy explains how to request a return, exchange, refund or help with an order. It applies alongside mandatory consumer rights in your country. Where those rights provide greater protection, they take priority over this policy. Nothing here prevents you from exercising a lawful cancellation, refund, guarantee or payment-dispute right.

1 Return requests and cancellation rights

For eligible items, notify us within 14 calendar days of receiving them if you wish to return them because you have changed your mind. Once you notify us, send the items back within a further 14 calendar days. Longer or differently calculated mandatory periods apply where required by local law. For UK and EU statutory withdrawal, the period is calculated under the applicable rules, including rules for orders delivered in separate parcels.

For UK and EU online purchases, statutory withdrawal generally allows you to cancel without giving a reason, subject to the legal exceptions. Our commercial exclusions do not override that right. Faulty, incorrect or misdescribed goods are considered separately and are not limited to our change-of-mind return window.

You may notify us by email with a clear statement that you wish to cancel or return your purchase. No particular wording or form is required to exercise a statutory right. We will provide the applicable return instructions. Waiting for our reply does not invalidate a cancellation notice sent within the applicable period.

2 Information needed to resolve your request

Please provide your order number or purchase email, the affected item and quantity, and whether you would like a return, exchange or help with a problem. For an exchange, include your preferred colour, waist and inside-leg length where relevant.

For an incorrect item, damage or a defect, we may request a brief description and relevant photos of the item, label or affected detail to help assess the problem. We will not require information already available in your order or photographs of a defect for a simple change-of-mind withdrawal. Tell us if you cannot provide a requested detail so we can consider another way to review the case.

3 Condition of returned clothing

You may inspect and try on clothing as you reasonably would in a shop. For change-of-mind returns, please return items clean and complete, with labels, accessories and original packaging where available. Avoid wearing them beyond trying them on, washing, altering or damaging them.

Where permitted by law, a refund may be reduced to reflect a demonstrated loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods. We will explain any proposed deduction. Missing packaging or detached tags do not automatically remove statutory rights.

These condition requirements do not exclude a valid claim for a defect or lack of conformity, including one discovered during appropriate use.

4 Clearance and Final Sale items

Items expressly identified as Clearance or Final Sale at purchase, including selected TimelessFlex, MeshIrons and EaseTailor items, are excluded from voluntary change-of-mind returns and exchanges only where applicable law permits that exclusion. The classification applies to the item offered at purchase, not automatically to every product bearing those names.

Clearance and Final Sale exclusions do not limit mandatory withdrawal rights, including applicable UK and EU online cancellation rights, or remedies for faulty, incorrect, damaged, misdescribed or undelivered goods. A discount does not remove these protections.

Any additional commercial return or exchange offer shown on the product page or agreed with you will be honoured according to its stated terms. New restrictions will not be applied retroactively to an existing order.

5 Hygiene and personalised items

A change-of-mind return may be excluded for genuinely sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, or for goods made to your specifications or clearly personalised, where the legal exception applies. Underwear, socks and other garments are not automatically exempt merely because of their product category. Selecting a standard size or colour does not by itself make an item personalised.

Applicable remedies for faulty, incorrect or misdescribed goods remain available.

6 Faulty damaged incorrect or misdescribed items

Contact us as soon as you reasonably can if an item is faulty, damaged, incorrect or materially different from its description. We will assess the issue and provide the remedy required by applicable law, which may include a repair, replacement, price reduction or refund. Reporting promptly helps us investigate but does not shorten a statutory claim period.

In the UK, applicable rights include the short-term right to reject non-conforming goods, generally within 30 days, and further remedies after that period. Applicable EU legal guarantees and other mandatory local protections also remain in force.

Where a return is necessary for a valid non-conformity claim, we will arrange or cover the reasonable return costs as required by law. Do not pay unexpected return charges without contacting us so we can agree the appropriate arrangement.

7 Exchanges

For an eligible exchange request, we will confirm the replacement item, availability, any price difference and any applicable return or dispatch costs before you decide. An exchange is subject to confirmed stock and your acceptance of the proposed terms.

We may arrange an exchange through a linked replacement order or a return and new purchase. We will not substitute store credit for a refund you are legally entitled to receive without your agreement.

If the requested replacement is unavailable, we will explain the available alternatives. We will not send a different size, colour or product without your agreement. Remedies for an item we supplied incorrectly or with a defect are handled under section 6.

8 Return destination and shipping costs

Please submit your return or exchange request through our returns portal powered by Revoq, or contact us at contact@pureclo.com. We will provide the applicable return address, reference and instructions for your order. You may also use email to notify us of a statutory cancellation; use of the portal is not mandatory.

Returns may be directed to an international facility, including in China. Where you are responsible for return shipping, international postage may cost more than a domestic return. Applicable costs and arrangements will be explained before you send the items. Any legally required information about return costs must also be provided before purchase.

Please contact us for routing instructions before sending your parcel, as the destination or a prepaid arrangement may vary by order. Waiting for routing instructions or administrative approval does not invalidate a statutory cancellation notice sent within the applicable period.

For change-of-mind returns, you are responsible for the direct return shipping cost where this was disclosed before purchase and applicable law permits it, unless we agreed to cover it. International postage to China may be more expensive than a domestic return. If the applicable cost information was not provided before purchase, we will cover the return cost where required by law.

Use suitable packaging and retain evidence of posting. A tracked service is recommended to help resolve delivery questions; other reliable evidence of return will be considered where required by law. We will assess responsibility for a lost or damaged return according to applicable law and who arranged the carrier, rather than applying an automatic exclusion.

We will provide reasonable customs instructions where necessary. Do not declare false values or contents. Any required third-party return charges will be explained where known and allocated according to the reason for return and applicable law.

9 Refund amount method and timing

Approved refunds are normally issued to the original payment method. An alternative method or store credit will be used only with your agreement and where permitted. Refunds reflect the amount actually paid for the relevant items after discounts, with applicable taxes and delivery charges handled according to law.

For applicable UK and EU statutory withdrawal, we will reimburse within 14 calendar days of being informed of your cancellation. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence of sending them back, whichever occurs first. We will not add a further inspection period that exceeds the applicable legal deadline.

When a statutory withdrawal covers the whole order, the standard outbound delivery cost is refunded where required. Any extra cost for an upgraded delivery service beyond standard delivery is not reimbursed unless required by law. We do not deduct restocking, payment-processing or administrative fees from a statutory refund.

Other approved refunds are normally initiated within 5 business days of confirmation that they are due, and always within the applicable legal deadline. Your bank or payment provider may take additional time to display an initiated refund. We will provide confirmation and investigate if it does not appear within the provider’s stated timeframe.

Third-party import charges paid directly to customs authorities may require a separate reclaim from the relevant authority. This does not exclude any reimbursement we are legally required to provide.

10 Optional partial refunds

Where appropriate, we may offer a partial refund as an optional alternative that allows you to keep an item. We will state the affected items, amount and currency, and record your express acceptance before processing the agreement. Offers are not cumulative unless expressly stated.

You do not have to accept this option instead of an applicable return or statutory remedy. We do not require you to withdraw a complaint, remove a review or waive mandatory rights as a condition of receiving a refund owed to you.

11 Changes before dispatch

Contact us promptly if you need to correct an address, size or colour. We will check whether the change is still possible and confirm any price or delivery impact before proceeding. Operational limits on changes do not remove statutory cancellation rights.

We may send a pre-dispatch summary of selected options. Your reply can help confirm those selections, but silence is not treated as express confirmation. A selection confirmation does not establish receipt, product quality or payment authorisation, and does not waive return rights.

12 Delayed missing or disputed deliveries

Delivery estimates and any destination-specific extended transit windows are stated in our Shipping Policy and the information provided for your purchase. We will investigate delays and provide available information, next steps and a follow-up date. A later policy update does not extend the delivery timeframe agreed for an existing order.

Carrier tracking, delivery photographs and signatures are relevant evidence, but a delivered scan is not automatically conclusive where you dispute receipt. Contact us if tracking shows delivery but the parcel is missing. We will review the address, delivery evidence and any authorised delivery instructions with the carrier.

We will provide the resolution required by applicable law for non-delivery, delay or loss. Your entitlement does not depend solely on a carrier formally declaring the parcel lost. Where applicable, delivery risk remains with us until you or a person you identify takes physical possession of the goods, subject to the legal rules for carriers independently arranged by you.

Customs, remote-area handling, weather or carrier disruption may affect transit, but these circumstances do not automatically remove our obligations. We will not require an indefinite investigation or waiting period before considering an applicable cancellation or refund.

13 Payment security reviews and cancelled orders

Our Operations Trust Team may pause dispatch while reviewing medium- or high-risk payments. Our target is an initial review within 24 hours. We may ask you to confirm the purchase, recipient, delivery details or the reason for a difference between billing and delivery countries. Such a difference is not by itself proof of fraud.

If we request clarification, we will state a response deadline, normally 48 hours from our email. If the review cannot be completed satisfactorily, or no response is received by that deadline, we may cancel the order. A response alone does not guarantee approval.

Do not send full card numbers, card photographs, security codes, passwords or banking verification codes by email.

Cancellation of fulfillment and settlement of payment are separate actions. An uncaptured authorisation will be voided or released through the payment provider. If a payment has been captured, we will confirm the appropriate refund action and timing. Investigation does not entitle us to retain payment indefinitely or penalise you for not responding. Existing refunds or bank disputes will be reconciled to avoid duplicate adjustments.

14 Complaints and payment disputes

Please contact us if you have an order concern so we can help resolve it. You retain your lawful right to contact your bank or payment provider. Opening a dispute is not automatically treated as fraud or abuse.

Where a transaction is disputed, we may provide relevant and accurate order, authentication, delivery, refund and communication records to the payment provider or bank, in accordance with our Privacy Policy and applicable law. Delivery or authentication evidence does not guarantee a particular dispute outcome.

If a dispute is already open, tell us so we can coordinate any adjustment through the appropriate process and avoid duplicate reimbursement. We do not require withdrawal of a dispute as a condition of providing a remedy you are legally owed.

15 Support and unresolved cases

Our service targets are to acknowledge and refer your request within 24 hours of your first message and provide an Operations response within a further 48 hours of referral. That response will state a solution or a specific next action and follow-up date. These targets do not extend any legal or payment-provider deadline.

If a return appears outside the applicable conditions, we will explain the reason and available options. We will not automatically destroy returned goods as a consequence of a rejected request. Any handling or disposal requires an appropriate lawful basis and notice where required.

We may decline future orders or cancel orders for legitimate security reasons, subject to applicable law. This does not remove obligations relating to purchases already made or allow discriminatory treatment.

16 Policy versions and mandatory rights

The version presented when you placed your order applies to that purchase, together with any later change you expressly agree to and applicable law. Future updates apply to future purchases and will not retroactively remove rights or agreed benefits.

Nothing in this policy excludes liability that cannot lawfully be excluded or limits mandatory remedies. If a provision conflicts with applicable consumer law, that law takes priority.

For assistance, email contact@pureclo.com.