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Listed below are some of our frequently asked questions.
Please Click the question you'd like to view the answer for and you will be moved down the page to the appropriate response.
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Purahome is 100% committed to your happiness and that is why our customers may return unused and
unopened products for full credit on the purchase price less shipping and handling including orders
over $200 that received free shipping (the free shipping is only if you keep the product) within
30 days from receipt without product restocking charges.
Items sold as open box are exempt
from this return policy and are final sale.
Products not eligible for return include:
Order discrepancies must be reported within 3 days of receipt. All opened products are subject to a minimum
15% restocking charge. No exchanges or returns will be accepted after 30 days.
Exchanged merchandise is subject to testing and inspection upon receipt by Purahome.
Please allow up to 7 days after Purahome’s receipt of product for your account to be credited.
In order to prevent possible transport damages and to secure your rights to exchange products,
products must be returned packaged exactly as they were received. The unit must be shipped back
in the original packaging with original packing material and insured. If Product is not sent back
in its original packaging, the sender accepts all liability for damage claims and may be charged by Purahome
for repairs. If a product is returned damaged or with missing items, i.e. remote control, power cord,
Certificates of Performance, manuals, etc., we reserve the right to assess a restocking fee up to the full
value of the purchase depending on the items damaged or missing. Any added replacement costs will be assessed
and incurred upon the completion of testing and inspection. Purahome does not refund shipping, handling, or
insurance charges for returned or exchanged products.
All products exchanged or returned must be accompanied with a RA (Return Authorization) number. The RA number
must be clearly listed on the outside of the box or on the return label, otherwise the shipment will be refused
and immediately returned to the sender. The absence of a RA number will delay the exchange or return process.
Therefore, please contact Purahome Technical Support Team to receive a RA number and shipping instructions prior
to shipment.
RA’s are only valid for 2 weeks and the item must be returned postmarked within the 2 weeks. After 15 days the
RA is automatically voided and will be refused should a customer attempt to return Product after the 15-day period.
Any other return policy questions? Please contact us and we would be glad to assist you
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Purahome will assist in a manner to keep service costs as low as possible.
Products ship with full manufacturer warranties. Please see product descriptions for additional warranty
details. Typically, the customer is responsible for shipping charges to a specified service department
and Purahome (or the manufacturer) will pay for return shipping.
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Shipping is free on orders over $200 to all locations in Canada not designated as “remote”, and possibly international locations whereby additional fees may or may not
apply depending on the item(s) purchased. Please contact us for details.
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If the product carton looks damaged please refuse delivery of the shipment or else note on the
bill of lading all visible damage. The freight driver is required to wait for you to unpack and
inspect your shipment before you sign for delivery. Please contact us immediately so that we can make
arrangements for your unit to be picked up and a replacement unit sent out.
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For online purchases we accept Visa or Mastercard. Please ask us about other cards. For telephone or offline
processing, we accept certified checks, personal checks with drivers license, and money orders.
For government, educational, and corporate purchases, we accept purchase orders. Purchase orders on
corporate letterhead may be faxed to 905-934-2640. PO’s must specify contact information, ship to address,
bill to address, and items to be purchased along with total authorized price. Payment is typically due
Net 30. We reserve the right to deny credit and/or request additional credit-related information.
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Any sales (and shipping charges if any) made in Ontario are subject to both PST and GST.
For sales (and shipping charges if any) outside of Ontario are subject to GST only.
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If you find a lower price elsewhere for a similar item, please contact us with the details including price
and where you found it. In addition, you must consider the warranty, return and shipping policy of the
competing company. For example, several of our manufacturers have granted exclusively to Purahome a better
warranty. Please be sure to check that the total price you found includes shipping and taxes and is not
for a refurbished or opened unit. We will gladly match any prices but do reserve the right to not match
the price at our discretion depending on the individual circumstance.
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