RETURNS

Customers purchasing online have the right to cancel eligible orders within fourteen (14) days of receiving their goods under UK distance selling regulations.

To qualify for a return, items must be returned in a resaleable condition with all original packaging, accessories, tags, labels, branding, documentation, cables, and mounting hardware included. Customers may inspect items as they would reasonably be able to in a retail environment, however items must not show signs of excessive use, installation, damage, or handling beyond what is necessary to assess the product.

Where items are returned incomplete or with missing accessories, cables, mounting hardware, documentation, or packaging, Puresims reserves the right to apply an appropriate deduction to the refund amount.

Please note that customers are responsible for checking product compatibility and suitability before purchase. If you are unsure whether a product is suitable for your setup, please contact us prior to ordering and we will be happy to assist.

Products that have been modified, disassembled, altered, damaged through improper installation or misuse, or had firmware/software altered may not be eligible for return, refund, or replacement except where required under applicable consumer law.

Consumer cancellation rights under UK distance selling regulations apply to consumer purchases only and do not apply to business-to-business transactions.

RETURNS PROCESS

To return an item, please contact our customer service team at info@pure-sims.com to obtain a Return Merchandise Authorisation (RMA) number. Returns received without a valid RMA may experience delays in processing.

Returns sent without a valid RMA number or outside the authorised returns process may be refused and returned to the sender.

After receiving your RMA number, please securely package the item in its original packaging and include your order confirmation details.

Returns should be sent to:

Puresims
Attn: Returns (RMA #PS-R0000)
Unit E, Brocks Business Centre
Homefield Road
Haverhill
Suffolk
CB9 8QP
United Kingdom

Unless the item is confirmed to be faulty, damaged, or incorrect, customers are responsible for return shipping costs. We strongly recommend using a tracked and insured shipping service, as Puresims cannot accept responsibility for items lost or damaged during return transit.

Where a product arrives damaged or incorrect, Puresims may arrange collection using our nominated courier services including UPS or DPD Local.

REFUNDS

Once your return has been received and inspected, we will notify you of the outcome of your refund request.

Refunds for eligible returns will be processed to the original payment method. Please allow up to two (2) working days for processing following inspection of the returned item. Depending on your payment provider, refunds may take an additional 3–5 working days to appear on your account.

Where returned items show signs of use, installation, missing components, damaged packaging, or handling beyond what would reasonably be expected during inspection, Puresims reserves the right to apply a deduction to the refund amount to reflect any loss in value.

Where multiple delivery services are offered at checkout, refunds for cancelled or returned orders will include the cost of the lowest-priced standard delivery option available at the time of purchase. Any additional charges for upgraded or expedited shipping services are non-refundable unless the item is confirmed to be faulty, damaged, or incorrect.

Shipping charges are otherwise non-refundable except where required under applicable consumer law.

Where a fault is reported, Puresims reserves the right to inspect and test the product to verify the reported issue before approving a repair, replacement, or refund.

If an item is confirmed to be faulty, damaged, or incorrect, Puresims will work with the customer to provide an appropriate resolution in accordance with UK consumer law. This may include replacement parts, repair, replacement products, or a refund where applicable.

Orders that remain in transit with the courier cannot be refunded until the shipment has either been returned to us or officially declared lost by the courier. Where a parcel is confirmed as lost, we may first be required to complete a courier investigation process before issuing a refund or replacement.

For international shipments where customs duties, taxes, or import charges are payable by the recipient and the recipient refuses payment, any charges incurred by Puresims may be deducted from the refund amount.

EXCESSIVE RETURN & MISUSE

Puresims monitors return activity to protect against misuse of our returns process. We reserve the right to refuse discretionary returns, apply additional conditions to future orders, cancel future orders, or restrict service where excessive, abnormal, or abusive return behaviour is identified.

This does not affect your statutory consumer rights.

QUESTIONS

If you have any questions concerning our returns policy, please contact us at: 01245 956284 info@pure-sims.com