Refund policy
PURE PURPLE
RETURNS, EXCHANGES & REFUNDS POLICY
Effective Date: 01/09/2026
At Pure Purple, every product is carefully prepared and inspected before dispatch. This policy
explains the circumstances in which returns, exchanges, cancellations and refunds may be
available for purchases made through the Pure Purple online store.
Nothing in this policy is intended to exclude, restrict or override any consumer rights or
remedies that cannot legally be excluded or restricted under applicable law.
1. RETURNS — REGULAR PRODUCTS
Pure Purple's standard return window for eligible regular, full-price products is 48 hours from
the time the customer receives the order.
Customers wishing to request a return must contact Pure Purple within this period.
A return request does not automatically mean that the return has been approved. Pure Purple
will assess the request and provide return instructions where applicable.
The product must be returned in the same condition in which it was sold and must be suitable
for resale.
Generally, the product must be:
- Unused and unworn;
- Undamaged;
- Clean and free from stains, marks or other signs of use;
- Unaltered or modified; and
- In excellent, resalable condition.
Where applicable, original packaging should also be returned.
Pure Purple reserves the right to decline a return where the product does not meet these
requirements, subject to applicable law.
The 48-hour period represents Pure Purple's standard commercial return window and does not
limit any mandatory statutory cancellation, refund, replacement or other consumer rights that
may apply.
2. EXCHANGES
Exchange requests must be made within 24 hours of receiving the order, subject to applicable
law.
The product must be unused, unworn, undamaged and in excellent, resalable condition.
Unless otherwise required by law or where the issue resulted from an error attributable to Pure
Purple, the customer is responsible for return and replacement delivery costs.
More expensive replacement:
The customer must pay the difference in price before the replacement is dispatched.
Less expensive replacement:
Pure Purple will refund the difference, less any applicable non-recoverable payment-processing
or transaction charges where permitted by applicable law.
Equal-value replacement:
No price adjustment is required.
3. SALE ITEMS
Products purchased at a sale or discounted price are not eligible for a refund, subject to any
mandatory rights under applicable law. They are also not eligible for exchange.
The customer is responsible for applicable return and replacement delivery costs unless
otherwise required by law.
Any price difference will be handled under the exchange provisions above.
4. DELIVERY AND RETURN COSTS
Unless otherwise required by applicable law or where an issue resulted from an error
attributable to Pure Purple, the customer is responsible for costs associated with returning an
item.
For international orders, this may include:
- Return shipping;
- Courier charges;
- Customs duties;
- Import or export taxes;
- Levies;
- Customs clearance charges; and
- Other applicable destination or logistics charges.
Original shipping and delivery charges are non-refundable, except where applicable law
requires otherwise.
5. DAMAGED PRODUCTS
Customers should inspect products promptly after delivery and notify Pure Purple if an item
appears to have been damaged before or during delivery.
Pure Purple may request photographs and other information to investigate the matter.
Where a courier or logistics provider may be responsible, Pure Purple will follow up with the
relevant provider.
Customers should allow reasonable time for the courier investigation before a final remedy is
determined.
Damage caused after delivery by the customer's use, handling, storage, alteration or care is not
eligible for return or refund under this policy, subject to applicable law.
6. INCORRECT PRODUCT SENT BY PURE PURPLE
If Pure Purple sends an incorrect product, the customer should notify Pure Purple within 24
hours of receiving the order.
Where Pure Purple confirms that the wrong item was supplied, Pure Purple will arrange an
appropriate exchange for the correct product.
Where the error is attributable to Pure Purple, Pure Purple will determine the appropriate
arrangements for return and replacement.
7. CANCELLATION BEFORE DISPATCH
Customers may request cancellation before an order has been dispatched, including where
payment has already been made.
Where cancellation is approved, Pure Purple will process the applicable refund.
Where permitted by applicable law, Pure Purple may deduct non-recoverable paymentprocessing or transaction charges from the refund.
Once an order has been dispatched, it is no longer treated as a pre-dispatch cancellation and is
instead governed by the applicable return, exchange and refund provisions.
8. LIMITED PRODUCT CUSTOMISATION
Pure Purple may offer limited, pre-defined product options such as:
- Leather colour;
- Leather finish; and
- Other options specifically displayed on the product page.
These are standard product variations and do not constitute an open-ended bespoke design
service.
Customers are responsible for selecting their preferred options accurately.
9. SPECIAL OR BESPOKE REQUESTS
Pure Purple does not offer an open-ended bespoke design or custom-measurement service
through the standard online store.
Requests for substantial alterations, custom measurements, structural changes or bespoke
designs outside the options displayed online may be considered separately at Pure Purple's
discretion.
If Pure Purple accepts such a request, the applicable price, production requirements, timeframe
and return or cancellation conditions will be communicated before production begins.
10. MADE-TO-ORDER PRODUCTS
Where Pure Purple specifically agrees to produce an item for a customer:
- Once production has commenced, a customer change of mind may not qualify for a refund,
subject to applicable law.
- If Pure Purple makes an error in producing the agreed product, Pure Purple will provide an
appropriate remedy, which may include correction, replacement or refund.
- If the product arrives damaged, Pure Purple will investigate and follow up with the relevant
courier or logistics provider where appropriate.
- Where the customer provides incorrect measurements, specifications or other information,
responsibility for the resulting issue rests with the customer, subject to applicable law.
11. REFUNDS
For an approved eligible refund, Pure Purple must receive and inspect the returned product
before the refund is processed.
The product must meet the applicable return conditions.
Once an eligible return has been received, inspected and approved, Pure Purple will process the
refund within 5–7 business days.
The time for funds to appear in the customer's account may depend on the relevant payment
provider or financial institution.
Original shipping charges are non-refundable unless applicable law requires otherwise.
Where permitted by applicable law, applicable non-recoverable payment-processing or
transaction charges may be deducted.
12. INTERNATIONAL RETURNS
For international orders, the customer is responsible for return and exchange-related costs
unless applicable law provides otherwise or the issue resulted from an error attributable to
Pure Purple.
This may include shipping, courier charges, duties, taxes, levies and customs or clearance
charges.
13. INCORRECT OR INCOMPLETE ADDRESS
Customers are responsible for providing accurate and complete delivery information.
Where an incorrect or incomplete address results in additional delivery, storage, redirection,
return or re-delivery costs, those costs are the customer's responsibility, subject to applicable
law.
14. FAILED OR UNDELIVERABLE ORDERS
Where a customer refuses delivery, fails to accept a shipment, fails to pay applicable
destination charges or provides inadequate information required for delivery, the customer
may be responsible for resulting costs, subject to applicable law.
15. LOST PARCELS
Lost shipments are handled case by case.
Pure Purple will pursue the relevant courier or logistics provider.
Where the courier or logistics provider refunds or compensates Pure Purple for a lost shipment,
Pure Purple will address the customer's refund or replacement in accordance with the
circumstances and applicable law.
16. REQUESTING A RETURN OR EXCHANGE
Customers should contact Pure Purple before returning any product.
Requests should include:
- Order number;
- Customer name;
- Product concerned;
- Date received;
- Reason for the request; and
- Photographs or other information where requested.
17. CONTACT
Pure Purple
Email: Support@purepurple.co.ke
Telephone/WhatsApp: +254(0)798363714