1. Our Commitments at a Glance
2. Your 30-Day Risk-Free Trial
Every Purely Solutions product comes with a 30-day risk-free trial, because we want you to experience your system with complete confidence.
What “risk-free” means
For 30 days from your date of purchase, if you are not satisfied with your product, you may return it for a refund of the purchase price under our Money-Back Guarantee, provided the product is not physically damaged. “Risk-free” means you can try the product and request a refund within the trial window if it isn’t right for you.
What it does not mean
The risk-free trial is a satisfaction guarantee, not a removal of your responsibilities as an owner. It does not cover physical damage to the product, does not waive return shipping costs (which remain your responsibility), and does not change the installation, maintenance, and compatibility responsibilities described in our Terms and Conditions.
The trial period
The 30-day period begins on your date of purchase. Your refund request, along with the required photo and explanation (see Section 6), must be submitted within that window. The risk-free trial applies only to products purchased directly from Purely Solutions.
3. 30-Day Money-Back Guarantee
If you are not happy with your purchase, you may request a refund within 30 days of your date of purchase, as long as the product is not physically damaged.
Return shipping costs under this guarantee are your responsibility. Once we receive and review the returned product, we will refund the purchase price (excluding original shipping and handling) to your original payment method. This guarantee is offered in addition to your statutory rights.
4. Performance Guarantee
Our Performance Guarantee reflects our confidence in how our systems are built and tested.
What we guarantee
We guarantee that your system will perform in accordance with the tested specifications stated on its Performance Data Sheet (PDS), when operated under the conditions, capacity, and replacement cycle described on that PDS. Used as intended, your system will do what its PDS says it does.
What performance is measured against
Performance is measured against the system’s own PDS specifications, under the operating conditions those specifications are based on. It is not measured against real-world results in your home, which naturally vary with your water source, water pressure, sediment, flow, installation, and maintenance. These variables are outside our control and are not a failure of the system to meet its specifications.
What it is not
The Performance Guarantee is not a health guarantee, not a guarantee of any specific outcome in your home, and not a promise that real-world results will match laboratory results. It is a guarantee that the system performs to its tested specification when used as intended, and is offered in addition to your statutory rights and the Limited Warranty.
5. Returns & Refunds
You may return a product within 30 days of your date of purchase. To qualify for a return, the product must not be physically damaged and must be returned with the accessories and components it was supplied with. Original packaging should be included where reasonably possible; we understand that for systems which were installed, original packaging may not be available.
You must apply for a return and receive authorization before sending anything back, and provide detailed photos and a written explanation of the reason for the return (see Section 6). You are responsible for return shipping costs, unless the return is due to an issue caused by Purely Solutions, in which case we cover return shipping. Opened filter cartridges and consumables are non-returnable for hygiene reasons, except where required by law.
Refunds
Once we receive your authorized return, we will inspect it to confirm it includes everything it should. Approved refunds are issued to your original payment method, excluding original shipping and handling, within ten to fourteen (10–14) business days of our receiving and inspecting the returned product.
Uninstallation and removal of the system, and its return to us, are the customer’s responsibility. Installation and removal labour are not refundable (see Section 11).
6. How to Apply — Returns, Guarantees & Warranty Claims
- Contact us to request authorization for your return or claim.
- Share the required photos and a written explanation — for the money-back guarantee, a photo of the product in use and what you didn’t like; for returns and warranty claims, detailed photos and a written description of the issue.
- Receive your authorization and instructions before shipping anything back.
- Return the product as instructed, with all original packaging, accessories, and components included.
Products sent to us without prior authorization cannot be accepted or processed. Please do not send anything back until your request has been authorized.
7. Order Cancellation
You may cancel an order at any time before it ships. To cancel, contact us as quickly as possible — because we aim to ship orders promptly, cancellations can only be processed while the order is still being prepared. Once an order has shipped, it can no longer be cancelled, and you may instead follow the Returns & Refunds process above.
8. Limited 1-Year Warranty
All products include a limited one-year warranty against defects in materials and workmanship attributable to Purely Solutions, beginning on the date of purchase. If a covered defect arises during this period, our obligation is to repair or replace the affected component at no charge. This is your remedy under this limited warranty. Where a covered defect requires the affected component to be reinstalled by a licensed plumber, you may also be eligible for a reinstallation labour credit of up to C$200 toward your account. Full conditions are set out in Section 23.1 of our Terms and Conditions of Sale and Use. To make a warranty claim, follow the steps in Section 6.
9. Protection Plan — Lifetime Warranty
If a payment is missed
If your Protection Plan is suspended or cancelled for non-payment under the Protection Plan Terms & Conditions, the lifetime warranty ends and coverage reverts to the standard 1-year limited warranty (calculated from the original date of purchase). Lifetime coverage may be reinstated if the Protection Plan is brought current and reactivated, on a going-forward basis.
After the first year without a Protection Plan
If you are not enrolled in an active Protection Plan and the 1-year warranty has expired, warranty coverage applies only to the replacement cartridges themselves (against defects in materials and workmanship), and not to the broader System.
10. Scheduled Component Replacement
For continued reliable and safe operation, the head assembly must be replaced on the following schedule, by all owners regardless of warranty or Protection Plan status: the P1 (Under-Sink) System at five (5) years, and the P1+ (Whole-Home) System at eight (8) years. Replacement head assemblies are purchased separately. Current pricing is $79 for the P1 head and $149 for the P1+ head, exclusive of applicable taxes and shipping, and is subject to change to reflect prevailing costs; the price in effect at the time of your order applies. These intervals apply regardless of apparent condition, and timely replacement is the owner’s responsibility. Failure to replace on schedule may limit or suspend warranty coverage.
11. What’s Not Covered
Our warranties do not cover, and expressly exclude, any issue arising from:
- improper or faulty installation, or installation not performed by a licensed professional;
- use of parts, cartridges, or components that are not Purely-approved;
- misuse, alteration, neglect, accident, or failure to follow our instructions;
- normal wear, and consumable filters and cartridges (except as described in Section 9);
- physical damage occurring after delivery; and
- labour, removal, or reinstallation.
Exception: the exclusion of labour, removal, and reinstallation above is subject to the reinstallation labour credit available on covered warranty claims, described in Section 23.1 of our Terms and Conditions of Sale and Use.
12. Your Statutory Rights
13. How to Contact Us
SOLUTIONS PURELY INC. — Email: support@purelysolutions.ca
For returns, guarantee claims, and warranty support, contact us to begin the authorization process described in Section 6.