Returns Policy - Purity Hub
Last Updated: 20 November 2025
At Purity Hub, your satisfaction matters the most. We work hard to deliver products that perform exactly as promised. To keep everything transparent and fair for all customers, please read our return guidelines below.
1. Eligibility for Returns
1.1 Returns are accepted only for unused and uninstalled products, in their original box with all accessories, manuals, and packaging intact.
1.2 Return requests must be raised within 7 days of delivery.
1.3 Products that are opened, installed, used, connected to plumbing/electrical lines, damaged, or customized are not eligible for return.
1.4 Items purchased during a sale, discount, offer, or clearance are non-returnable unless damaged during delivery.
1.5 Important:
Once a product is installed or used, it becomes non-returnable, even if the customer later feels that a different product (e.g., RO instead of softener) would suit their requirement better. This is not considered a defect.
2. Understanding Product Suitability
2.1 Water treatment products work based on actual water conditions (hardness, salinity, TDS, pH, iron, turbidity etc.).
2.2 A water softener reduces hardness only. It does NOT reduce:
Saltiness / salinity
TDS
Taste
Chemical impurities
Sodium levels
2.3 If your water has high salinity or TDS, you may require a Commercial RO system.
2.4 Choosing the wrong product or changing your requirement after installation does not make the product returnable.
2.5 Raw water quality may change over time, depending on borewell depth, season, supply changes, or municipality upgrades.
If your raw water quality changes after installation, this does not make the product returnable or defective.
2.6 If your desired resultant water quality changes in the future (for example, wanting RO results instead of softened water), this will not make the installed product returnable.
This is a change in requirement, not a defect.
2.7 Before installation, it is the customer’s responsibility to request a basic water test from Purity Hub’s authorised installation technician/agent.
This ensures the correct product is chosen for the actual water conditions at that time.
3. How to Request a Return
3.1 To initiate a return, please email us at:
📩 purityhub.zoho@gmail.com
3.2 Please share:
Order number
Invoice copy
Reason for return
Unboxing video (mandatory for damaged/incorrect delivery)
3.3 After reviewing your request, our team will guide you through the next steps.
4. Return Shipping Charges
4.1 If the return is due to a wrong item delivered or damage during transit, Purity Hub will arrange and pay for return pickup.
4.2 For all other situations, the customer will be responsible for return shipping charges.
5. Refund Process
5.1 Refunds are processed within 7–10 working days after we receive and inspect the returned product.
5.2 Refunds will be issued through the original payment method or as store credit, based on mutual agreement.
5.3 Installation, technician visits, travel, plumbing work, delivery charges, and service costs are non-refundable.
6. Goodwill-Based Settlement (Special Cases)
6.1 In rare cases where the product is not eligible for return, Purity Hub may still offer a goodwill reimbursement to help resolve the matter amicably.
6.2 This is a voluntary support option and depends entirely on the situation.
6.3 If a goodwill reimbursement is approved, it will be processed after deducting actual costs already incurred, such as:
Installation
Uninstallation
Technician visits
Transportation/logistics
Plumbing/joint fittings
Salt/consumables
Repackaging & handling
6.4 Goodwill reimbursements do not indicate any defect in the product or fault from Purity Hub.
7. Non-Returnable Items
The following items cannot be returned:
7.1 Installed, opened, used, or custom-fitted products
7.2 Filter cartridges once opened
7.3 Water testing kits
7.4 SS tanks (Insulated & Non-Insulated)
7.5 Products damaged after delivery
7.6 Products returned due to change of mind / wrong expectation
7.7 Products used in unsuitable water conditions (e.g., salty/TDS-heavy water on softeners)
8. Purchases Through Dealers, Distributors & Third-Party Sellers
8.1 Purity Hub accepts returns only for orders placed directly on our official website or through Vivid Star Pvt. Ltd. (our authorized entity).
8.2 If you purchased from a dealer, distributor or third-party seller, kindly contact them directly for returns.
8.3 Each dealer/distributor has their own return policy and may accept or reject returns at their discretion.
8.4 Purity Hub cannot enforce or change any return/refund decision made independently by dealers or distributors.
8.5 Dealers may offer partial reimbursement if installation or service has already been provided.
8.6 For some authorized dealers/distributors, Purity Hub provides installation, delivery and post-sale service support on their behalf.
In such cases, the dealer may deduct:
Delivery charges
Installation charges
Plumbing/technician costs
Any service cost billed to them by Purity Hub
8.7 We’re here to help:
In selected cases, Purity Hub may help coordinate between you and the dealer to simplify the process and try to get you the best possible resolution.
8.8 However, the final decision, final reimbursement amount, and all deductions are completely at the dealer’s discretion.
Need Assistance?
Our support team is always happy to help.
📞 +91-62-62-100-101 (WhatsApp Available)
Thank you for choosing Purity Hub. We’re committed to delivering a smooth, transparent, and helpful experience every time.
