This policy explains how to return your Purple Hub and when you are entitled to a refund. It applies to Purple Hub hardware bought directly from Purple and sits alongside our Terms of Sale of Goods. Nothing here affects your statutory rights.
Your 14-day right to change your mind
If you bought your Purple Hub online as a consumer, you have 14 days from the day you receive it to cancel your order for any reason, under the Consumer Contracts Regulations 2013.
To cancel, contact our support team with your order number before the 14 days are up. You then have a further 14 days to send the Hub back to us.
We will refund the price you paid, including standard delivery, within 14 days of receiving the Hub back or of you providing proof that you have sent it, whichever is sooner. You are responsible for the cost of returning the Hub.
Faulty or not as described
Under the Consumer Rights Act 2015, if your Purple Hub is faulty, damaged on arrival, or not as described, you can return it for a full refund within 30 days of receiving it.
After 30 days, we will repair or replace a faulty Hub. If a repair or replacement is not possible, or does not fix the fault, you may be entitled to a refund. We will not charge you for returning a faulty Hub.
Business customers
If you bought your Purple Hub as a business, the statutory consumer rights above do not apply. Returns are handled under our Terms of Sale of Goods and are accepted at our discretion. Please contact our support team to discuss a return.
Condition of returned goods
Please return the Hub in its original packaging where possible, with all cables, accessories and documentation included. Take reasonable care of the Hub while it is in your possession. We may reduce your refund to reflect any loss in value caused by handling beyond what is needed to check the Hub.
How to return your Purple Hub
- Contact our support team and quote your order number.
- We will confirm your return and send you instructions.
- Pack the Hub securely to avoid damage in transit.
- Send it to our returns address below. We recommend using a tracked service and keeping your proof of postage.
Returns address
Purple WiFi Ltd
First Floor,
Sandringham House,
Hollins Brook Park,
Bury
BL9 8RN
UNITED KINGDOM
Refunds
We process refunds to the original payment method used for your order. Once your refund is issued, it can take up to 14 days to appear, depending on your bank or card provider.
Contact us
For any questions about returns, or to start a return, visit the Purple Help Centre.