Refund policy
Last updated: 27 July 2026
This policy applies to UK orders placed through puregloss.co.uk.
Contact sales@puregloss.co.uk before returning a product so that we can provide the correct return and chemical-transport instructions.
Nothing in this policy limits your statutory consumer rights.
Cancelling before dispatch
Contact us as soon as possible if you wish to cancel an order before dispatch.
We will try to stop the order, but this may not be possible after it has entered the dispatch process.
If the order has already been dispatched, follow the change-of-mind return process below.
Your right to change your mind
Pure Gloss extends the change-of-mind period: if you are a consumer, you have 30 days after the day you receive the product to tell us that you wish to cancel the contract.
You do not need to give a reason.
Where an order contains several products delivered on different days, the cancellation period normally runs from the day after the final product is delivered.
How to cancel
Email sales@puregloss.co.uk within the cancellation period.
Include:
- your name;
- order number;
- delivery address;
- email address used for the order; and
- a clear statement that you wish to cancel.
Returning the product
After telling us that you wish to cancel, you must send the product back without undue delay and no later than 14 days after notifying us.
Unless we give you a different return address in writing, returns should be sent to:
Pure Gloss Ltd
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Do not send a product until you have received return instructions. Chemical and liquid products may require a particular carrier, packaging or labelling method.
You are responsible for ensuring that the return is packaged safely and securely.
We recommend obtaining proof of posting and using an appropriate tracked service.
Return costs
For a change-of-mind return, you are responsible for the direct cost of returning the product unless we agree otherwise.
We will pay or reimburse reasonable return costs where the product is faulty, damaged, incorrect or not as described.
Product condition
You may examine a product only as you reasonably would in a physical shop.
You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Because ceramic coating is a liquid chemical product, opening the bottle, breaking its product seal, using it, contaminating it, mixing it or storing it incorrectly may cause a substantial reduction in value.
Where legally permitted, we may reduce a change-of-mind refund to reflect a reduction in value caused by unnecessary handling.
This does not affect your rights where the product is faulty, unsafe, damaged or not as described.
Safe return of chemical products
Do not return a leaking, damaged or unsafe container through ordinary post.
Contact us first so that an appropriate return or collection method can be arranged.
The product must be:
- securely closed;
- placed in suitable protective packaging;
- kept with any legally required labels;
- protected against leakage and breakage; and
- returned using a carrier that accepts the product.
Do not deliberately remove, cover or damage safety labels.
Refund amount
For a valid consumer cancellation, we will refund:
- the price paid for the returned product; and
- the cost of our least expensive standard delivery option, where a delivery charge was paid.
If you chose a more expensive delivery option, we are not required to refund the additional amount above the standard-delivery cost.
Return postage for a change-of-mind return is not normally refunded.
Refund timing
We may withhold the refund until:
- we receive the returned product; or
- you provide evidence that it has been sent back,
whichever happens first.
We will issue the refund without undue delay and no later than 14 days after the relevant return or evidence is received.
Refunds are made to the original payment method unless otherwise agreed.
Your bank or payment provider may take additional time to display the refund.
Faulty, damaged, incorrect or misdescribed products
Contact sales@puregloss.co.uk if a product:
- is faulty;
- is damaged on arrival;
- is unsafe;
- is not as described;
- is not fit for an agreed purpose;
- is missing components; or
- is different from the product ordered.
Please include the order number and a description of the issue.
Photographs may help us assess shipping damage, leakage, packaging damage or an incorrect product, but your rights do not depend solely on supplying photographs.
Depending on the circumstances, you may be entitled to a refund, repair or replacement.
Consumers may have a short-term right to reject faulty goods within 30 days. Additional rights may continue after that period.
Problems caused by application
A product is not necessarily faulty because an application produces an unsatisfactory finish.
We may ask for relevant information such as:
- the vehicle and surface;
- preparation products and process;
- application temperature and conditions;
- curing conditions;
- photographs;
- batch information; and
- the application method used.
This helps determine whether the issue relates to the product, transport, storage, surface preparation or application.
This assessment does not reduce your statutory rights.
Sale and promotional products
Products purchased in a sale or promotion have the same statutory rights as full-price products.
Exchanges
We do not guarantee direct exchanges.
Where appropriate, we may arrange a replacement or ask you to return the product for a refund and place a new order.
Business purchases
The statutory consumer cooling-off period does not apply where a product is purchased wholly or mainly for business use.
Business customers should report shortages, transit damage or incorrect products promptly after delivery.
This does not exclude rights or remedies that cannot legally be excluded.
Contact
Return and refund enquiries: