At Pureflex Water Solutions, we are committed to supplying quality water purification systems, filters, accessories and related services to customers across Kenya. We want every customer to receive the right product and a solution that meets their requirements.
This Refund and Returns Policy explains when products may be returned, repaired, replaced or refunded.
1. Products Covered
This policy applies to products purchased directly from Pureflex Water Solutions, including:
- Under-sink water purification systems
- Countertop water purifiers
- Cabinet RO systems
- RO water dispensers
- Water filters and replacement cartridges
- Water purification accessories and components
- Other products listed on our website or supplied directly by Pureflex Water Solutions
Installation and other professional services are subject to the specific terms agreed with the customer.
2. Before You Purchase
Water quality varies significantly across Kenya. Borehole, municipal, river and other water sources may require different treatment approaches.
Customers are encouraged to provide accurate information about their water source and requirements before purchasing a purification system.
Where appropriate, Pureflex Water Solutions may recommend water testing before installation or advise that additional pre-treatment is required.
A customer’s choice of a system based on incomplete or inaccurate information may affect the suitability of the system. However, this does not affect any rights a customer may have in relation to defective, unsuitable or misrepresented goods under applicable Kenyan law.
3. Returns for Change of Mind
For products that have been supplied correctly and are not defective, Pureflex may accept a return request where:
- The product is unused;
- The product is in its original condition;
- Original packaging, accessories and documentation are intact;
- The product has not been installed, modified or connected to a water supply; and
- The return is approved by Pureflex Water Solutions before the product is sent back.
Certain products may not be eligible for return where they have been installed, used, customised or where their condition prevents them from being reasonably resold.
Pureflex will assess each return request individually.
4. Defective or Damaged Products
If a product arrives damaged, defective or materially different from what was ordered, please contact Pureflex Water Solutions as soon as reasonably possible.
We may request:
- Photographs or videos of the product;
- The order or invoice number;
- A description of the problem; and
- Other information reasonably required to assess the issue.
Depending on the circumstances and applicable consumer-protection requirements, Pureflex may arrange for the product to be:
- Repaired;
- Replaced; or
- Refunded.
The appropriate remedy will depend on the nature of the problem and the applicable legal requirements.
5. Incorrect Products
If Pureflex supplies a product that is different from the product ordered, please contact us before installing or using it.
Where the error is attributable to Pureflex, we will work with the customer to arrange an appropriate replacement or other applicable remedy.
6. Products That Have Been Installed
Water purification systems should be inspected before installation.
Once a system has been installed or connected to the customer’s plumbing or water supply, returning it solely because of a change of mind may not be possible.
This is because installation can affect the condition, resale value and ability to verify the product.
This restriction does not remove any applicable rights relating to defective, unsafe, unsuitable or incorrectly supplied goods.
7. Installation Services
Installation fees are separate from the purchase price of equipment unless expressly included in the quotation or invoice.
Where an installation service has already been completed correctly, installation charges are generally non-refundable.
If an installation problem is attributable to Pureflex Water Solutions, we will assess the issue and take appropriate corrective action.
8. Customised or Special-Order Products
Products specially ordered, configured or customised for a particular customer may not be eligible for cancellation or return solely because the customer changes their mind.
This does not affect any applicable rights relating to defective, incorrectly supplied or otherwise qualifying goods.
9. Filters and Consumables
Replacement filters, cartridges, membranes and other consumable products should be checked before installation.
Once a filter, cartridge or other consumable has been opened, installed or used, it may not be eligible for return due to hygiene, contamination or resale considerations.
Where a consumable is defective or incorrectly supplied, please contact Pureflex so that the issue can be assessed and an appropriate remedy arranged.
10. Refund Process
Where a refund has been approved, Pureflex Water Solutions will confirm the amount and refund method with the customer.
Refunds will normally be made using the original payment method where reasonably practicable.
Where the original payment method cannot be used, Pureflex may request the information necessary to process an alternative refund method.
Any applicable delivery, installation or other charges will be considered according to the circumstances of the return and applicable law.
11. Delivery and Return Costs
Where a return is required because Pureflex supplied an incorrect, defective or materially damaged product, Pureflex will determine the appropriate arrangements for returning or collecting the product.
Where a return is requested solely because of a customer’s change of mind, the customer may be responsible for reasonable return, collection, delivery or other applicable costs, subject to applicable law and the specific circumstances.
12. How to Request a Return or Refund
To request a return, replacement, repair or refund, contact Pureflex Water Solutions with:
- Customer name
- Order or invoice number
- Product purchased
- Date of purchase
- Reason for the request
- Photographs or videos where relevant
- Proof of payment where required
Requests can be submitted through our contact page.
For quotation-based purchases, please refer to the terms contained in the applicable quotation or sales agreement.
13. Inspection of Returned Products
Returned products may be inspected before a refund, replacement or other remedy is confirmed.
The inspection may consider:
- Product condition
- Signs of installation or use
- Physical damage
- Missing components
- Packaging
- Accessories
- Whether the reported problem can be verified
This process helps Pureflex determine the appropriate resolution while protecting both the customer and the business.
14. Water Quality and System Performance
Water purification performance depends on factors including:
- Incoming water quality
- Water pressure
- Temperature
- TDS and mineral content
- Sediment levels
- Correct installation
- Filter condition
- Maintenance
- Frequency of use
Pureflex does not guarantee that a particular purification system will eliminate every contaminant from every water source.
Where water quality is uncertain, customers may be advised to conduct appropriate water testing before purchasing or installing a system.
15. Statutory Consumer Rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict or waive any consumer rights or remedies that cannot lawfully be excluded under Kenyan law.
The Competition Authority of Kenya states that its consumer-protection mandate covers complaints concerning unsafe, defective and unsuitable goods and that available administrative remedies can include refund, replacement or repair.
Where a provision of this policy conflicts with a mandatory requirement of applicable Kenyan law, the applicable legal requirement will prevail.
16. Changes to This Policy
Pureflex Water Solutions may update this Refund and Returns Policy from time to time to reflect changes in our products, services, business practices or applicable legal requirements.
The latest version published on our website will apply to purchases made after its effective date, subject to applicable law.
17. Contact Pureflex Water Solutions
For questions about returns, replacements, repairs or refunds, please contact:
Pureflex Water Solutions
Website: pureflex.co.ke
Contact: Contact Pureflex Water Solutions
Beyond Water, Beyond Expectations.