Please ensure you have read and understood all of the following information prior to placing your order.
General information
- All our stock is brand new unless stated otherwise.
- We are UK based.
- We care that our customers get good service - if something goes wrong please contact us as soon as possible and we will do our best to help.
- If you do need to complain then it helps to maintain a friendly tone - we will not tolerate verbal abuse or bad language and would reserve the right to terminate contact in these circumstances.
- By clicking to buy you are agreeing to be bound by the terms and conditions set out here.
Contact Information and Opening Hours
Our main office address is:
- Pure Freedom, Unit 8a, Estate Road No.1, South Humberside Industrial Estate, Grimsby, Lincolnshire, DN31 2TB
- We can be contacted by telephone at: 0333 1234 365
- Or email at: sales@purefreedom.co.uk
- We are open from 8.00am until 5.00pm Monday to Friday.
- We occasionally open on Saturday 9am until 12.00pm subject to staffing arrangements – please contact us first.
- We are happy for you to purchase in store any item you see online; you will not be charged any postage fees for shop collections. For shop purchases the statutory shop returns policy applies.
Faulty Items
- Faulty goods must be returned to us at your expense.
- We can make certain exceptions to this rule if, for example, a heavy item is delivered and found to be damaged out of the box. This type of item should be checked immediately upon receipt.
- We will repair or replace faulty goods at manufacturer’s discretion. Abuse or misuse is not covered by warranty. Please remember that your warranty is against manufacturing defects only.
- Unless stated our warranty is 12 months.
- To return faulty goods please follow the ‘How to Return an Item’ guidelines set out below.
- A reasonable amount of time must be allowed for us to evaluate and test goods that have been returned as faulty. The exact amount of time will depend on the item.
Unwanted Items
- Our 7 day returns guarantee means that if for any reason you are unhappy with your purchase, and there has been no error on our part, you can return it to us in its original condition within 7 days of the date you received the item and we will issue a full refund for the price you paid for the item. To define ‘original condition’ answer the question 'Would I have been happy to receive this item bearing in mind it is advertised as a brand new product?'.
- We will not refund the cost of delivery or other services provided to you in connection with your purchase.
- We cannot issue refunds for used goods.
- Items returned between 7 and 30 days after delivery subject to the same conditions and at our discretion may also incur a 10% re-stocking fee.
How to Return an Item
Please follow the steps below to enable us to process your return efficiently:
- Please include a note detailing the reason for return. This note must include your name, address details and telephone number.
- Wrap the item securely in its original packaging (if any).
- Send the package to the address below:
Returns Department, Adepta Engineering Ltd. Unit 8a, Estate Road No.1, South Humberside Industrial Estate, Grimsby, Lincolnshire, DN31 2TB - For your protection we recommend that you use a recorded-delivery service
For credit/debit card or PayPal purchases we will endeavour to credit your account the within two days after we receive the returned item/s (unless returned as faulty as stated above). We will send you a receipt by post or email. For all other payments a refund will be issued by cheque - please allow 10 working days.
The goods must be accompanied by proof of purchase and appropriate notes. Please do not return an item to us with no documentation on the strength of an email or telephone conversation we may have had. - We deal with many customers and it's not possible to remember every individual case.
Please note that we can not issue a refund for an item that has not yet been returned to us apart from certain situations where photographic proof can be provided and the economics of returning the item make sense to write that item off. This is strictly at our discretion.
Liability Information
Many of our products are intended for professional installation. We will not be held liable for any damage to person or object caused by incorrect installation of our products. If you are unsure about the correct way to install a product please seek advice from a qualified professional or contact us.
It is the installer's sole responsibility to approve the items supplied by us and ensure that any installation work carried out is safe and well implemented. If for any reason it is felt that the items supplied are not suitable for the job in hand please return them unused for a refund.
Please ensure that all products are tested before installation, as transit damage can be invisible.
Delivery Information
The person receiving the goods at the delivery address (or any alternate address provided) shall be responsible for inspecting the goods to ensure that they have arrived in a suitable condition. This must happen before the goods are signed for and if any damage is apparent they should be signed for as damaged and not accepted. - If you are not prepared to accept the goods in the condition they arrive, then please sign for as damaged and do not accept - send them straight back with the vehicle / driver that they were delivered by.
In most instances we use DPD, UPS or Royal Mail as our courier of choice. For certain deliveries (particularly abroad) we reserve the right to, and often do use alternative delivery companies depending on which we feel will be the most appropriate.
Delivery Times
Orders can be placed online at any time and by telephone during our opening hours.
All orders are sent on a next working day service however this is not guaranteed.
We always endeavour to dispatch stock items the same day when orders are placed before 1pm. Orders placed after this time may not be dispatched that day but we will do our best. Items generally not considered to be from stock include (but are not limited to) trolleys, systems (including DIY kits), high volume RO systems and water heaters due to the additional labour required to prepare and dispatch; therefore please allow up to 7 working days for delivery of these items.
All items are sent on a next working day service as standard, however we cannot be held responsible for delays due to issues beyond our control such as adverse weather. We will endeavour to refund if possible any carriage charges where the delivery has not arrived as expected (this is strictly at our discretion).
For delivery tracking information we are available either by email or telephone 8am - 5pm Monday to Friday.
We do our best to ensure that all items shown on the website (with the exception of the above listed items) are in stock and available for immediate dispatch, however occasionally this is not possible. Where there is likely to be a delay for an item we will attempt to contact you either by telephone or email to make alternative arrangements.
Delivery Addresses
The buyer is responsible for providing full and correct delivery and contact information on every order including a full name, address, phone number and email address.
The buyer is responsible for receiving or making arrangements to receive the goods at the delivery address. We cannot guarantee a specific time of delivery however where possible we will ask the carrier to alert you when the delivery is due.
A signature is required for all deliveries.
If there will be nobody to sign for the delivery at the specified address then a clearly legible note should be left in a prominent position (such as the front door) with the buyer's name, signature, date and instructions for where the delivery should be left. This should be left in such a place that the driver can take it as a proof of delivery.
In the case that no signature is received by the carrier, the goods will be returned to the carrier's nearest depot for re-delivery the next day or collection by the buyer.
The carrier will attempt 2 re-deliveries before the goods are returned to us. If goods are returned to us due to there being no arrangements in place to receive the goods at the delivery address then the buyer will be responsible for the cost of a re-delivery.
Additional comments
The terms and conditions included here are designed to be clear and concise and as fair to everyone as possible. If there is anything you are unsure about please ask us. We work really hard at our support but things do go wrong from time to time; even the most dedicated are still fallible. Happily we find that if buyer and seller communicate well then almost anything can be fixed. Remember we are only an email or phone call away.
From our small team here at Pure Freedom thanks in advance for your custom - it is very much appreciated.
