We are confident you will fall in love with your purchase from Pure White Lines. On the rare occasion that you don’t, please notify us within 14 days of receiving your order. You will have a further 14 days to return the item or items. You are entitled to cancel your order and receive a full refund at any time before it has been delivered.
As a small business unfortunately we cannot offer a free returns service, the customer will be responsible for returning the item, including all costs incurred.
Please contact [email protected] before returning any items back to our warehouse. If your item is damaged or faulty please include pictures of this within your initial email. This will help us to determine the necessary action to be taken.
General Returns
- All items must be checked upon receipt of delivery. If there are any defects or breakages, you must notify us within 48 hours of receiving the goods. We are unable to process refunds or replacements if we are not notified within this time frame.
- Items must be returned in their original packaging, unused, and classed as resell-able. Items not returned in this way will not be refunded.
- We cannot accept returns or cancellations on personalised, special-order, custom-made items or items damaged through normal wear and tear.
- Refunds cannot be issued to orders paid with credit notes or vouchers.
- Returning your item back to us – The customer is responsible for ensuring the item is packed and labelled correctly. If the item is returned broken due to insufficient packaging this order will, unfortunately, will not be refunded.
- Please obtain proof of postage when returning your goods back to us. We are not responsible for items lost or damaged in transit.
- Some large, heavy items may be subject to a re stocking fee.
- Upon receipt of the returned item/s, our warehouse team will check for faults or breaks that may have occurred during transit. We will then process your refund, minus the original delivery fee paid. This will be processed within 14 days of receiving the returned goods. Refunds will be paid back onto the original card used to purchase the item.
- If an item was delivered by one of our in-house couriers and you would like to make a return, a collection fee will be incurred.
- For large furniture and fragile items: Goods must be in their original packaging (including labels, and unassembled) and in adherence with our return policy.
- We can provide the contact details of a reputable/ suitable courier service who will help with your return. Please contact [email protected] with your order number and reason for return and we will reply with the relevant information.
Exchanges
Unfortunately, we are unable to offer exchanges on any purchases made. If you wish to change your item(s), you will need to return your order for a refund and a new order will be raised.
Gift Vouchers & Credit Notes
- Gift vouchers and credit notes are valid for 12 months from the purchase date, and cannot be used once this date has passed.
- Gift vouchers and credit notes are non-returnable and non-refundable.
- To use your gift card or credit note online please use the code given to you at the checkout point.
Customer Care number: +44 (0) 20 3376 0273
[email protected]
