DELIVERY
& Returns
Delivery
We are currently only offering shipping within the UK. Orders placed before 12noon, Monday to Friday, will be dispatched the same day. Orders placed after 12noon will be dispatched next working day. Orders placed after 12noon Friday and over the weekend will be processed Monday.
All orders will be send via ‘Royal Mail Tracked 48.’ However, it’s not guaranteed to arrive within 48 hours, Royal Mail say it’s generally a 2-3-day service.
We want you to be completely happy with your new purchase. If you don’t love it, send it back!
Returns Policy
Our returns policy is valid for 14 days. If you change your mind or no longer require our product, you may return it back to us within 14 days of delivery. To be eligible for a return, your item must be in a new and unused condition (including all labels & tags intact) and returned to us in the original packaging. If tags have been removed, we may be unable to process a refund. To complete your return, we require proof of purchase, such as your order number or receipt. If you wish to return your item, please send it to the following address along with your delivery note or order ID: Pure Living by John, 11 Lochview, Ardpeaton, Cove, Helensburgh, G84 0PF. You will be responsible for any return delivery charges and the risk of loss or damage to the goods that you are returning, until they have been received by us. For your protection, we recommend that you use a tracked delivery service.
Faulty/Damaged Goods
You can return your faulty goods within 14 days of delivery for a full refund. If 14 days have passed since your purchase, you will not be eligible for a refund, however we will provide a replacement subject to availability within the warranty period. For us to resolve this quickly, please take photos of the damaged item and send it to john@purelivingbyjohn.co.uk, along with your order number and a brief description of the damage, along with if you would like a refund or exchange. We will then be in touch and provide you with a pre-paid returns label. Please return your item along with your delivery note or order ID to: Pure Living by John, 11 Lochview, Ardpeaton, Cove, Helensburgh, G84 0PF. Once we receive your item, we will inspect it and process a refund or exchange. We are not liable to cover the costs of shipping should you choose not to send your item by the pre-paid label method.
Incorrect Goods
You can return your incorrect goods within 14 days of delivery for a full refund or exchange. For us to resolve this quickly, please take photos of the incorrect item and send it to john@purelivingbyjohn.co.uk, along with your order number and if you would like a refund or an exchange. We will then be in touch and provide you with a pre-paid returns label. Please return the incorrect item along with your delivery note or order ID to: Pure Living by John, 11 Lochview, Ardpeaton, Cove, Helensburgh, G84 0PF. Once we receive your item, we will inspect it and process a refund or exchange, whichever is applicable. We are not liable to cover the costs of shipping should you choose not to send your item by the pre-paid label method.
Cancellation Policy
You will be able to cancel within 14 days from the date of purchase. If you would like to request a cancellation for the item(s) you’ve ordered, please email us at john@purelivingbyjohn.co.uk. If we are unable to cancel your item, for example if your order has already been processed, please return it to us for a full refund. For more information, please see our “Returns” policy.
Exclusions
Several goods are exempt from being returned. Non-returnable items include:
- Items on sale
- Goods which have been opened/used/tags removed
- Perishable Goods
- Gift Cards
- Earrings
Exchanges
We only replace items if they are defective, damaged, or incorrect. Please see our ‘Faulty/Damaged Goods Policy,’ or our ‘Incorrect Goods Policy’ for more information.
Refunds
It can take up to 5 working days for your item to reach our returns hub. Once your return is received, we will send you an email to notify you that we have received your item. Once we’ve received and inspected your item, we will process a refund. The refund should appear in your bank account within 5-7 days of it being processed.
Late or missing refunds
If you haven’t received a refund yet, please check your bank or payment card provider. Some providers can take 14 days or more to issue a refund. If you’ve done this and you still have not received your refund yet, please contact us at john@purelivingbyjohn.co.uk.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift card credit for the value of your return. Once the returned item is received, a gift card will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.