Return and Refund Policy

Right of Withdrawal UK and EU

If you are a customer residing in the UK or the EU, you have the right to withdraw from your purchase within 14 days of receiving your products without giving any reason. This is in line with the Consumer Contracts Regulations 2013 (UK) and applicable EU law.

How to exercise your right of withdrawal:

To exercise your right of withdrawal, you must inform us of your decision by sending an email to [contact email]. You may use the following form, but it is not mandatory:

Return of products:

Once you notify us of your decision to withdraw, you must return the products to us within 14 days of informing us of your decision. The products must be unused, in their original packaging, and in the same condition as when you received them. You will be responsible for the cost of returning the goods.

We will issue a refund, including standard delivery costs, within 14 days of receiving the returned goods or proof that the products have been shipped back to us.

Exceptions:

The right of withdrawal does not apply to the following types of products:

  • Perishable goods (e.g., food, flowers),
  • Custom-made or personalized products,
  • Products that have been unsealed after delivery and are not suitable for return due to hygiene or health protection reasons.

8. Return and Refund Policy (US Customers)

For US customers, we offer a flexible 30-day return policy. If you are not satisfied with your purchase, you can return the product within 30 days of receipt, subject to the following conditions:

Return Conditions:

  • The product must be in its original condition, unused, and in the original packaging with all tags and labels attached.
  • You must provide proof of purchase (order number or receipt).
  • The customer is responsible for return shipping costs, unless the return is due to a defect or an error on our part.

Refunds:

Once we receive the returned item, we will inspect it to ensure it meets the return criteria. If the return is approved, we will issue a refund to your original payment method within 14 days of receiving the returned product. Shipping costs are non-refundable, except in cases where the return is due to our error (e.g., wrong item shipped or defective product).

Key Differences Between UK/EU and US Markets:

  • UK and EU customers: Have a 14-day legal right to withdraw from the contract without giving a reason, as per the Consumer Contracts Regulations. They must be refunded for both the product and the standard shipping cost (excluding any express delivery charges).
  • US customers: Usually have a more flexible, retailer-driven return policy. While no specific "right of withdrawal" exists, most businesses offer a 30-day return policy as a matter of good customer service. The rules are often more lenient, but return shipping is typically the customer's responsibility unless the item is defective.

 

Withdrawal Form
(If you want to withdraw from the contract, please complete this form and send it back to us.)

LEMATRIX TRADING LOGISTICS LIMITED
SUITE C, LEVEL 7, WORLD TRUST TOWER, 50 STANLEY STREET, CENTRAL HONG KONG

Email: support@shop-pureclean.com

I/We () hereby give notice that I/we () withdraw from the contract concluded by me/us () for the purchase of the following goods () / the provision of the following service (*)

Ordered on () / received on ()

Name of the consumer(s)

Address of the consumer(s)

Signature of the consumer(s) (only if notified on paper)

Date

(*) Delete as appropriate