I proposed more lenient return, refund, and cancellation policies to various Purism staff members, and the changes are now approved. The new policies are effective 1 August 2025 in your local time zone. You are welcome to review the previous policy vs updated policy.
In summary, returns and refunds were previously prohibited, whereas returns are now accepted within a return window and subject to a restocking fee. It also clarifies what items are not returnable or refundable. This policy only applies to new orders as of 1 August, but it’s hopefully a step toward common expectation as we grow to serve you better.
This was absolutely the right thing to do. Purism has to earn back customer trust that it lost with Refundgate a couple of years ago. This is a step in the right direction.
This is a positive step, but given how long support requests take to be answered, can you comment on what happens if a person requests a return within the first 14 days but Purism doesn’t follow-up and issue a return order until after the 14 days have passed? Will Purism still honor a return?
And as for order cancellations, the terms say it must be requested in writing in 48 hours. Is this to mean that it is still Purism’s policy that if an order is placed and takes weeks or months to ship, the purchaser cannot cancel their order if more than 48 hours has elapsed, even if Purism is unable to ship the ordered product within a reasonable amount of time? And is the support email the place purchasers should request order cancellations? What happens if support doesn’t respond to an order cancellation request?
