Return and Refund Policy

At PURHOMECLEAN, we are dedicated to ensuring a high-standard purchasing experience for our global clientele. If you are not entirely satisfied with your purchase, we provide a structured and transparent return process to facilitate a professional resolution.

1. RETURN ELIGIBILITY PERIOD

We maintain a 30-day return policy, which allows you to request a return within 30 days of receiving your shipment. To ensure a successful return, the product must adhere to the following requirements:

  • Original Condition: The item must be in the exact condition as delivered—unaltered, unused, and unassembled.

  • Packaging: All items must be returned in their original, undamaged packaging.

  • Completeness: All technical inserts, tags, and accessories must be included.

  • Verification: A valid receipt or digital proof of purchase is required for all requests.

2. INITIATING A RETURN

To begin the return process, please contact our support team at: service@purhomeclean.shop.

Upon approval of your request:

  1. We will issue a Return Authorization (RA) number.

  2. We will provide specific logistics instructions on how and where to dispatch your return package. Note: We cannot accept or process items sent back to us without a pre-approved Return Authorization.

3. DISCREPANCIES & DAMAGES

We advise all customers to inspect their delivery immediately upon arrival. If you receive an item that is defective, damaged in transit, or does not match your order, please contact service@purhomeclean.shop within 72 hours with clear photographic evidence. We will prioritize an evaluation to arrange a swift replacement or credit.

4. NON-RETURNABLE ITEMS

The following categories are excluded from our standard return policy:

  • Custom Orders: Products manufactured to specific personalized requirements.

  • Final Sale: Items explicitly marked as non-returnable at the time of purchase or bought via gift cards.

  • User-Induced Damage: Products compromised due to improper handling or misuse.

  • Logistics Costs: Original shipping fees are non-refundable.

5. EXCHANGES

For the most efficient service, we recommend returning the unwanted item for a refund and placing a new, separate order for the desired replacement product.

6. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

For customers within the European Union, you possess the right to cancel or return your order within 14 days for any reason, provided the item remains in its original, unused state. This statutory right is honored in addition to our standard 30-day brand policy.

7. REFUND PROCESSING

Once your return is received and inspected at our facility, we will notify you regarding the status of your refund.

  • Approved Refunds: Credits will be issued automatically to your original payment method.

  • Internal Processing: Please allow up to 10 business days for our team to finalize the inspection and refund.

  • Banking Cycles: Financial institutions may require an additional 3–5 business days to post the transaction to your statement.

If you have not received your credit within 15 business days of our approval notice, please reach out to us at service@purhomeclean.shop.

8. LOGISTICS & CONTACT INFO

No returns will be accepted at our corporate address without prior written authorization and a valid RA number.

  • Email Support: service@purhomeclean.shop

  • Corporate Address: YIN CHEONG LUNG, G/F, 85 Lion Rock Road, Kowloon City, Kowloon, Hong Kong SAR