Refund policy

Refund & Cancellation Policy

Last updated: 12 October 2026

Purella is a brand of Harbour & Creek LLP, Ahmedabad, Gujarat, India. This policy covers pre-bookings and purchases of Purella Atmos, Hydrosphere and Terra made on www.ilovepurella.com. We want this to be simple: if we haven't dispatched your unit, you can walk away with every rupee you paid.

1. Pre-booking: everything you pay is fully refundable before dispatch

When you pre-book, you pay a small booking amount to reserve your unit and lock in its price. For pre-bookings placed from 1 October through 29 November 2026 (IST), the launch price is 15% off the full product price, and the booking amount is deducted from your final price:

Product Full price Launch price (15% off) Booking amount Remaining balance
Atmos ₹19,999 ₹16,999 ₹99 ₹16,900
Hydrosphere ₹49,999 ₹42,499 ₹199 ₹42,300
Terra ₹19,999 ₹16,999 ₹99 ₹16,900

Prices are in Indian Rupees and include GST.

You can cancel your pre-booking at any time before your unit is dispatched and receive a 100% refund of your booking amount, and of any balance you have paid. There is no cancellation fee, no deduction and no reason needed.

We never charge the remaining balance automatically. Our estimated dispatch window is currently February–March 2027, subject to confirmation. Before we ask for any balance, we will contact you by email, SMS or WhatsApp and confirm your dispatch window. You then choose whether to pay.

If you don't pay the balance within 7 days of our request, we will follow up once. If we still don't hear back, we will cancel your booking and refund your booking amount in full. You won't lose your money for not responding.

2. Cancelling after paying the balance

If you have paid the full price and your unit has not yet been dispatched, you can cancel and receive a full refund of the total amount paid (booking amount + balance).

Once your unit has been dispatched, the order can no longer be cancelled. Section 4 explains your options after delivery.

3. If we cancel or delay your order

If we are unable to fulfil your pre-booking for any reason, we will cancel it and refund everything you have paid in full.

The February–March 2027 dispatch window is an estimate. If it changes, or if dispatch is delayed beyond the window we confirmed to you, we will inform you. You may then choose to wait or cancel for a full refund.

4. After delivery

Damaged, defective or wrong product. Please inspect your unit on delivery. If it arrives damaged or doesn't work, or you received the wrong product, contact us within 48 hours of delivery with:

  • your order number,
  • photos of the outer box and the product, and
  • an unboxing video, if you have one. This helps us resolve your case faster.

After verifying the issue, we will arrange a free pickup and offer you a replacement or a full refund, whichever you prefer.

Defects that appear after the first 48 hours are handled under the product warranty: 1 year as standard, counted from the date of delivery. The extra year (2 years in total) applies only to pre-bookings placed from 1 October through 29 November 2026 (IST). See the warranty card included with your unit.

Change of mind. If you no longer want your unit, you can request a return within 7 days of delivery, provided:

  • the unit is unused,
  • it is in its original packaging, and
  • all accessories, filters, attachments and in-the-box items are included.

We will refund the full product price minus the actual reverse-pickup cost. We will tell you this cost before you confirm the return.

5. What we can't accept for return

Returns for a change of mind are not accepted in the following cases, unless the product was defective on arrival:

  • Units that have been used. For Hydrosphere, this includes any unit through which water has been run, for hygiene reasons.
  • Units with physical damage, liquid damage, or damage from misuse, incorrect voltage or unauthorised repair.
  • Units returned with missing parts, accessories, filters, charging base, adapter or other in-the-box items.
  • Opened consumables such as filters, roller brushes and other replacement parts.

6. How and when you get your refund

  • All refunds go back to your original payment method.
  • We begin processing a refund within 2 business days of your cancellation, or of approving your return.
  • The money usually reaches your account within 5–7 business days, depending on your bank or card provider.
  • If you haven't received it within 10 business days, write to us and we'll trace it with the payment provider.

7. How to cancel or request a refund

Contact us with your order number and the email or phone number you used to book:

  • Email: hello@ilovepurella.com
  • Phone / WhatsApp: +91 93132 99206
  • Support hours: Monday–Saturday, 9:00 AM – 6:00 PM IST

We'll confirm your cancellation in writing.

8. Grievance Officer

In line with the Consumer Protection (E-Commerce) Rules, 2020, you may raise any complaint with our Grievance Officer:

Vishal Pillai
Harbour & Creek LLP
8th Floor, 801, Lilamani Corporate Heights, BRTS Road, Ramapir No Tekro, Vadaj, Ahmedabad, Gujarat – 380013, India
Email: hello@ilovepurella.com | Phone / WhatsApp: +91 93132 99206

We will acknowledge your complaint within 48 hours and resolve it within one month of receipt.

9. Changes to this policy

We may update this policy from time to time. Your booking or order will always be governed by the version in effect on the date you made it.