Refund policy

Purifio — Returns & Refunds Policy

At Purifio, we are committed to providing reliable water filtration, water softening and installation protection solutions.

This policy explains the conditions applicable to withdrawals, returns, refunds and product-related claims for purchases made through www.purifio.eu.

Our statutory obligations to consumers are separate from any additional commercial return benefits. Nothing in this policy excludes or limits mandatory consumer rights under applicable Belgian or European law.

1. Statutory Right of Withdrawal — 14 Calendar Days

Consumers purchasing goods online generally have the right to withdraw from their purchase without providing a reason within 14 calendar days of the day following receipt of the goods.

Where an order consists of several items delivered separately, the withdrawal period generally starts after receipt of the final item.

To exercise this right, customers must notify Purifio of their decision before the withdrawal period expires by contacting info@purifio.eu, using our website's withdrawal functionality or sending another clear statement of withdrawal.

The model withdrawal form provided below may be used but is not mandatory. Prior approval from Purifio is not required to exercise a valid statutory withdrawal right.

Once withdrawal has been communicated, the customer must return the goods without undue delay and no later than 14 calendar days after that notification.

The customer must not continue using the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.

2. Additional 30-Day Commercial Return Policy

In addition to the statutory withdrawal right, Purifio voluntarily offers an extended return period of up to 30 calendar days from receipt, subject to the conditions below.

This additional commercial benefit applies exclusively to eligible products that are:

  • Unused and never installed or connected to a water or heating system.

  • Complete, undamaged and in their original, resaleable condition.

  • Returned with all accessories, fittings, manuals and original packaging, including applicable seals.

  • Accompanied by proof of purchase.

The following products are excluded from this additional commercial return benefit:

  • Water softeners, including Purifio SoftPure 25.

  • Replacement cartridges and other consumable filtration media.

  • Products that have been installed, connected, filled, operated or exposed to water during use.

  • Equipment showing signs of wear, modification, contamination, damage or missing components.

  • Made-to-order, specially sourced or personalised products.

  • Installation, commissioning, maintenance and other services already performed.

  • Clearance items expressly excluded from this additional commercial offer before purchase.

These exclusions apply only to the voluntary commercial return period and do not remove any applicable statutory withdrawal or guarantee rights.

Requests under this commercial return policy must reach Purifio within 30 calendar days of receipt.

Commercial returns require prior written acceptance by Purifio. Once accepted, the goods must be dispatched within 14 calendar days of the return authorisation, unless otherwise agreed in writing.

Purifio reserves the right to refuse a voluntary commercial return where the eligibility conditions are not met.

For accepted commercial returns beyond the statutory withdrawal period, original delivery charges are not refundable unless otherwise expressly agreed. Return transport costs remain the customer's responsibility.

3. Product Inspection, Installation and Loss of Value

During the statutory 14-day withdrawal period, consumers may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, comparable to an examination in a physical retail store.

Any handling beyond this level may result in a reduction in the product's value.

Where permitted by law, Purifio may hold the customer responsible for the objectively established diminished value resulting from excessive handling or use.

This is particularly relevant to technical water-treatment equipment.

Examples of circumstances that may cause a reduction in value include:

  • Connecting a filter or water softener to a plumbing installation.

  • Allowing water to circulate through filtration components or cartridges.

  • Filling a water softener with salt or operating a regeneration cycle.

  • Operating equipment in normal household or professional use beyond reasonable inspection.

  • Modifying, cutting or damaging supplied fittings or connection components.

  • Contaminating filtration media, resin, internal chambers or hydraulic components.

  • Damaging the product, removing essential parts or returning incomplete equipment.

Products exposed to water, salt or other substances may require cleaning, inspection, servicing or replacement of components before they can be resold.

Where such handling exceeds what is reasonably necessary, these circumstances may be considered when assessing the actual diminished value.

Important: Installation or use does not automatically cancel a statutory withdrawal right. Any reduction in the refund must be lawful, proportionate and based on the actual loss of value attributable to excessive handling.

Purifio may inspect returned products, document their condition and explain the basis of any legally permitted deduction.

No automatic or fixed restocking penalty applies to a valid statutory withdrawal.

4. Specific Conditions for Water Softeners and Installed Equipment

Water softeners, including SoftPure 25, are technical appliances designed to operate as part of a hydraulic installation.

Customers considering withdrawal after installation should contact Purifio promptly to arrange appropriate disconnection and return transport.

For safety and to prevent further damage, customers should stop using the equipment once they have decided to withdraw.

Before transport, the equipment must be safely disconnected and prepared in accordance with the manufacturer's instructions, including any necessary draining and precautions concerning water, salt and electrical components.

Customers should use appropriately qualified professionals where necessary.

Except where otherwise required by law or expressly agreed in writing, Purifio does not provide free dismantling, disconnection, removal or collection services for change-of-mind returns.

The customer bears the legally applicable direct return costs, including specialised transport costs, provided those costs have been properly disclosed before purchase where required.

Where permitted by law, actual diminished value arising from installation, use, contamination or damage beyond reasonable inspection may be taken into account.

SoftPure 25 and other water softeners are not eligible for Purifio's additional voluntary 30-day commercial return policy.

Their statutory consumer withdrawal and legal guarantee rights remain unaffected.

5. Return Shipping, Packaging and Transport Costs

For change-of-mind withdrawals, customers bear the direct costs of returning goods where permitted by applicable law and where Purifio has provided the required pre-contractual information.

Return costs depend on the product's dimensions, weight, destination and transport method.

For large or heavy products that cannot normally be returned by regular postal services, including certain water softeners, the estimated direct return transport cost must be communicated before purchase where required by law.

Purifio will only charge such costs where legally permitted and properly disclosed.

For products returned through a carrier chosen by the customer, Purifio strongly recommends:

  • Using protective and appropriate transport packaging.

  • Securing all removable components and accessories.

  • Using a tracked shipping service.

  • Obtaining proof of dispatch and delivery.

  • Considering transport insurance for valuable equipment.

Original packaging is strongly recommended to reduce the risk of transport damage but is not an absolute condition of statutory withdrawal.

Where legally applicable, the customer is responsible for loss of or damage to goods during return transport arranged by the customer.

Products damaged or supplied incorrectly by Purifio are handled separately under the applicable statutory guarantee and conformity rules.

6. Return Procedure

To arrange a return, customers should contact:

Email: info@purifio.eu

Please include the order number, the product concerned and the reason for the request where applicable.

A reason is not required for a valid statutory withdrawal.

For commercial returns, Purifio will review eligibility and confirm the procedure in writing.

For statutory withdrawals, customers may return goods within the legal deadline without waiting for approval.

Seller and postal address:

Purifio
Pontstraat 3/8
3190 Boortmeerbeek
Belgium

For bulky or installed equipment, please contact Purifio before dispatch so that suitable shipping and handling arrangements can be confirmed.

Returns should be properly identified with the order number to facilitate processing.

Unidentified returns may require additional administrative verification, without affecting statutory rights.

7. Refunds

Statutory withdrawal

For a valid statutory withdrawal, Purifio reimburses payments received in accordance with applicable law, including standard outbound delivery costs where required.

Additional charges resulting from a customer's express selection of a more expensive delivery method are not refundable beyond the least expensive standard delivery option offered.

Refunds are made using the original payment method unless the customer expressly agrees otherwise, without additional refund fees.

Purifio will process reimbursement without undue delay and no later than 14 calendar days after receiving the withdrawal notification.

For goods, Purifio may defer reimbursement until the returned products have been received or the customer has provided evidence of dispatch, whichever occurs first, where legally permitted.

Where a returned product has suffered a legally attributable reduction in value, Purifio may account for that reduction in accordance with applicable consumer law.

Additional commercial returns

For accepted returns under the voluntary 30-day policy, refunds are processed after receipt and inspection of the products.

Only products meeting the commercial return conditions qualify.

Original delivery fees, return shipping charges and other costs expressly excluded from this voluntary benefit are not refunded unless otherwise agreed.

Commercial refunds will normally be processed within 14 calendar days after the return has been received and accepted.

8. Defective, Damaged or Incorrect Products

Customers receiving an incorrect, damaged or potentially defective product should contact Purifio as soon as reasonably possible.

Please provide the order number, a description of the issue and photographs where available.

Photographs are recommended to facilitate assessment but are not an absolute requirement for exercising statutory rights.

Purifio will assess the issue and provide an appropriate remedy in accordance with applicable law.

For new consumer goods sold in Belgium, the two-year statutory conformity guarantee applies independently of this return policy, any optional maintenance subscription or any commercial warranty.

Depending on the circumstances and applicable law, remedies may include repair, replacement, a price reduction or reimbursement.

Where a defect or lack of conformity is covered by the statutory guarantee, the legally required remedy and associated reasonable costs remain the responsibility of the seller.

The statutory guarantee does not automatically cover damage caused solely by misuse, improper handling, accidental damage or normal wear unrelated to a lack of conformity.

Nothing in this section limits the consumer's mandatory statutory remedies.

9. Legal Exceptions to Withdrawal

The statutory withdrawal right does not apply where a specific legal exception is applicable.

Depending on the circumstances, exceptions may include:

  • Goods manufactured according to the consumer's specifications or clearly personalised.

  • Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed, provided the statutory conditions are met.

  • Other goods or services expressly excluded under applicable consumer law.

For filtration cartridges and other water-contact components, the applicability of a hygiene-related exception depends on the product's characteristics, sealing and the relevant legal conditions.

Opening a package or using a product does not automatically eliminate the statutory withdrawal right.

Where no legal exception applies, excessive handling may instead be considered under the diminished-value rules described above.

Discounted or promotional products do not automatically lose their statutory withdrawal rights.

10. Installation, Commissioning and Maintenance Services

Installation, commissioning and maintenance services are distinct from the purchase of the equipment unless the applicable contract provides otherwise.

Where a separately contracted service begins during the statutory withdrawal period at the customer's express request, the customer may be required to pay a proportionate amount for services already performed, subject to applicable law and the required pre-contractual information and consent.

Where the legal conditions are met and a separate service contract has been fully performed, the withdrawal right for that service may be lost.

These provisions do not automatically remove the statutory withdrawal right applicable to goods purchased online.

Where equipment and installation form part of the same contract, the applicable consumer rules will determine the consequences of withdrawal.

Dismantling, plumbing adaptations, additional materials, preparation work and other separate services are not included in product refunds unless legally required or expressly agreed.

Any installation-related amounts claimed by Purifio must have a valid contractual and legal basis.

11. Business Customers — B2B

The statutory consumer withdrawal right generally does not apply to purchases made by businesses, professionals, contractors or resellers acting in a professional capacity.

B2B orders are firm and are not subject to the voluntary consumer 30-day return policy.

Returns, exchanges or cancellations of B2B orders require Purifio's prior written agreement unless otherwise provided by mandatory law or specific contractual terms.

Where Purifio exceptionally agrees to a B2B return, the applicable conditions, transport arrangements, inspection requirements and any agreed handling costs will be confirmed in writing.

This provision does not limit mandatory legal rights or remedies for proven contractual non-conformity.

12. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To:
Purifio
Pontstraat 3/8
3190 Boortmeerbeek
Belgium
Email: info@purifio.eu

I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods or services:

Goods or services: ________________________

Order number: ________________________

Ordered on: ________________________

Received on: ________________________

Consumer name: ________________________

Consumer address: ________________________

Date: ________________________

Signature (only if submitted on paper): ________________________

13. Contact and Seller Information

Purifio 

Pontstraat 3/8
3190 Boortmeerbeek
Belgium

VAT: BE 0765.318.122
Email: info@purifio.eu
Website: www.purifio.eu

For questions regarding returns, refunds, product defects or statutory consumer rights, please contact our customer support team.

This policy is subject to applicable Belgian consumer legislation and other mandatory consumer-protection rules. In the event of a conflict, mandatory legal provisions prevail.