Refund policy

Company Information

This Return & Refund Policy is provided by PURUIKAI LTD, trading as PuRuiKai, a company registered in the United Kingdom.

Business address: 9 PANTYGRAIGWEN ROAD, PONTYPRIDD, MID GLAMORGAN, UNITED KINGDOM CF37 2RR
Email: admin@puruikai.com

All returns and refunds are handled directly by PURUIKAI LTD (trading as PuRuiKai), ensuring that you receive official support from the company.

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 good condition after reasonable testing. We understand that customers may need to try the product to evaluate its performance.

Please ensure the item is:

  • Clean and free from excessive dust, dirt, or damage

  • Returned in its original packaging with all accessories included

  • Not heavily used or intentionally damaged

We kindly ask that you clean the machine and restore it to a resalable condition before returning it.

You will also need to provide the receipt or proof of purchase.



Global Return & Logistics Centers

To ensure the fastest processing, PURUIKAI operates dedicated return hubs in our major markets. Please contact admin@puruikai.com to obtain your RMA Number before shipping to your local center.

United Kingdom (UK Hub)

  • Recipient: PURUIKAI Returns (Unit 3B)

  • Address: Froxmer Street Industrial Estate

  • City: Manchester

  • Postcode: M18 8EF

  • Country: United Kingdom

United States (North America Hub)

  • Recipient: PURUIKAI Returns Dept.

  • Address: 59 Newburgh Road, Unit 21

  • City: Hackettstown

  • State/Zip: NJ 07840

  • Country: USA

European Union (EU Hub)

  • Recipient: PURUIKAI Returns (QX BOX-7675)

  • Address: Chrzanowska 7, H-III

  • City: Grodzisk Mazowiecki

  • Postal Code: 05-825

  • Country: Poland

Australia (Oceania Hub)

  • Recipient: PURUIKAI Logistics

  • Address: 27 Agosta Drive

  • City: Laverton North

  • State/Postcode: VIC 3026

  • Country: Australia

Brazil (South America Hub)

  • Recipient: PURUIKAI Brasil (Caixa Postal 79404)

  • Address: Rua da Mooca, 3107

  • City: São Paulo

  • State/CEP: SP, 03165-001

  • Country: Brazil

 

Return Shipping Costs:

  • Faulty or Damaged Products: If you receive a defective item or a product quality issue is verified, PURUIKAI LTD will provide a pre-paid return shipping label or reimburse 100% of the return shipping costs.

  • Customer Remorse (Change of Mind): If you wish to return an item for personal reasons (e.g., "no longer needed," "ordered by mistake"), the buyer is responsible for the actual return shipping costs.

  • Estimated Costs: For "Change of Mind" returns, shipping fees typically range from £15 to £45 (or local currency equivalent), depending on the weight of the robot and your location.

  • Restocking Fees: $0，We do not charge any restocking fees for returned items.



You can always contact us for any return question at admin@puruikai.com.


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 admin@puruikai.com.