Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@pureelectricza.co.za. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@pureelectricza.co.za.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@pureelectricza.co.za.
If you would like to log a return, please follow the steps below.
1. How to Log a Return
1.1. Please email info@pureelectricza.co.za with the following:
1.1.1. Model (e.g., Air 5 Pro)
1.1.2. Order/invoice Number
1.1.3. Reason for return
1.1.4. Contact Details
2. Return Conditions
2.1. Pure Electric accepts returns on online purchases within 7 (seven) days of delivery, in accordance with the Consumer Protection Act (CPA), provided that the product:
2.1.1. has not been used, flown, activated, damaged, or altered in any way;
2.1.2. is returned in its original, undamaged packaging with all accessories, manuals, and labels included;
2.1.3. is accompanied by valid proof of purchase;
2.1.4. passes Pure Electric’s inspection and quality assessment process.
2.2. A handling fee of up to 10% may apply to any product that has been opened, unsealed, powered on, or shows signs of use. Pure Electric ZA reserves the right to refuse a return or reduce the refund value where the product or packaging is not in a resalable condition.
2.3. Courier fees for returns are the responsibility of the customer unless the return is approved due to a verified defect. Standard courier charges are R80 (one-way) or R160 (two-way). If a return is rejected after inspection, the customer is responsible for courier fees for the product to be sent back to them.
3. Non-Returnable Items
3.1. The following items cannot be returned under any circumstances:
3.1.1. Software;
3.1.2. Electronic vouchers
3.1.3. Products returned due to compatibility issues (please confirm compatibility before ordering);
3.1.4. Products that have been powered on, driven, or registered with Pure Electric;
3.1.5. Consumables such as tyres, batteries, helmets, and cables, once opened
3.1.6. Products damaged due to user error, misuse, or negligent operation; and/or
3.1.7. Products missing accessories, manuals, or packaging.
4. Defective Goods and Warranty Assessment - Download and Complete Form
4.1. If you believe your product is defective, Pure Electric will arrange an assessment to determine whether the issue is due to a manufacturing defect, user error, or environmental conditions.
4.2. All Pure Electric products must undergo technical evaluation before a replacement or refund can be considered.
4.3. Where a manufacturing defect is confirmed, Pure Electric will repair, replace, or refund the product in line with the manufacturer’s warranty terms.
4.4. Where the product failure is due to user damage, impact, water damage, or improper operation, repairs will be quoted and performed at the customer’s cost.
5. Refunds
5.1. Refunds are processed using the original payment method.
5.2. Once the returned item has been received, inspected, and approved, Pure Electric ZA will process the refund within 10 (ten) business days.
5.3. If the return is part of a CPA cooling-off cancellation, Pure Electric ZA will process the refund within 7 (seven) days of approval.
5.4. Courier charges, handling fees, and deductions for wear or damage may apply and will be deducted from the refundable amount.
6. Return Criteria
6.1. To qualify for a return, the following conditions must be met:
6.1.1. The return request must be logged within 7 (seven) days of delivery.
6.1.2. The product must be unused, inactivated and in a condition suitable for resale
6.1.3. The product must be in its original packaging, undamaged, with all accessories, manuals and labels included.
6.1.4. The product must pass Pure Electric’s inspection and approval process.
7. Disclaimer
Pure Electric ZA reserves the right to reject any return that does not comply with this policy or where the product shows signs of use, activation, modification, or damage.
By purchasing from Pure Electric ZA, customers agree to the terms of this Refund Policy, which operates in conjunction with the Consumer Protection Act and the manufacturer’s warranty terms.