Refund Policy
Last updated: 20 August 2026
We hope you are satisfied with your purchase from Pure Drone. This policy explains how cancellations, returns, faulty goods and refunds are handled.
Nothing in this policy limits your statutory rights under UK consumer law.
CANCELLING AN ONLINE ORDER
If you are purchasing as a consumer, you normally have the right to cancel an online order without giving a reason.
The cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the goods.
To cancel, email:
support@puredrone.co.uk
Please include:
- Your name
- Order number
- The item or items being cancelled
- A clear statement that you wish to cancel
You may cancel before dispatch. If the order has already been dispatched, it must be returned in accordance with this policy.
RETURNING CHANGE-OF-MIND PURCHASES
After notifying us that you wish to cancel, you must return the goods within 14 days.
Change-of-mind returns should be:
- Complete
- Securely packaged
- In their original condition where reasonably possible
- Accompanied by all accessories, manuals, cables, fittings and packaging supplied
You may inspect products in the same way that you reasonably could in a physical shop.
We may make a reasonable deduction from the refund if the goods have lost value because they were handled beyond what was necessary to establish their nature, characteristics and operation.
RETURN POSTAGE FOR CHANGE-OF-MIND RETURNS
Customers are responsible for the cost and safe return of change-of-mind purchases.
We recommend using a tracked and adequately insured service. Pure Drone is not responsible for returned goods until they are received at our return address.
Do not send any return until you have contacted us and received return instructions.
FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
Contact us promptly if an item:
- Is faulty
- Is damaged on arrival
- Is not as described
- Is not fit for its intended purpose
- Is different from the item ordered
- Is missing parts
Email:
support@puredrone.co.uk
Please provide:
- Your order number
- A description of the issue
- Photographs or video where useful
- Photographs of the packaging if damaged in transit
Where goods are faulty, incorrect or misdescribed, Pure Drone will cover reasonable return costs using a return method agreed with us in advance.
Please do not arrange an expensive return service without our approval.
CONSUMER RIGHTS FOR FAULTY GOODS
For consumer purchases, goods must be:
- Of satisfactory quality
- Fit for purpose
- As described
Where applicable, you may be entitled to:
- Reject faulty goods within the legal short-term rejection period
- Request a repair or replacement
- Request a price reduction or final refund if a repair or replacement is unsuccessful, unavailable or cannot be provided within a reasonable time
Your legal rights are separate from any manufacturer warranty.
ELECTRONICS, INSTALLATION AND SOLDERING
Many FPV components require technical installation, soldering, configuration or firmware changes.
Before installation, customers should check:
- Product compatibility
- Voltage and current requirements
- Wiring diagrams
- Polarity
- Firmware and software requirements
- Physical dimensions and mounting pattern
A change-of-mind return may be reduced or refused where an item has been materially altered or damaged after delivery, including through:
- Soldering
- Cutting wires
- Removing connectors
- Reversing polarity
- Incorrect voltage
- Short circuits
- Crash or impact damage
- Water or moisture exposure
- Incorrect firmware flashing
- Physical modification
- Installation contrary to the manufacturer's instructions
This does not remove your rights where the product was already faulty, misdescribed or unsuitable because of information provided by Pure Drone.
We may inspect and test returned electronic products before deciding the appropriate remedy.
BATTERIES
Lithium-polymer and lithium-ion batteries require special handling.
Do not return a battery without first contacting us.
Tell us immediately if a battery:
- Is swollen
- Is punctured
- Is leaking
- Has damaged wiring
- Has suffered impact damage
- Becomes unusually hot
- Appears unsafe to transport
We will provide suitable instructions based on the battery's condition.
Do not post a damaged or unsafe battery unless we expressly confirm that it can lawfully and safely be transported by the agreed carrier.
Change-of-mind battery returns must be unused, undamaged and stored safely.
We may refuse or reduce a refund where a battery has been used, damaged, incorrectly charged, over-discharged, modified or stored improperly, except where a defect was present when supplied.
CUSTOM, SPECIAL-ORDER AND PERSONALISED PRODUCTS
The statutory right to cancel may not apply to products that are:
- Made to your specification
- Clearly personalised
- Custom-built specifically for you
Where this applies, it will be stated on the product page or agreed before the order is confirmed.
This does not affect your rights if the item is faulty, misdescribed or not made as agreed.
MANUFACTURER WARRANTIES
Some products include a manufacturer warranty.
Contact Pure Drone first at:
support@puredrone.co.uk
We will assess the issue and, where appropriate, help manage the warranty process with the manufacturer or supplier.
Manufacturer warranty decisions may require:
- Photographs
- Video evidence
- Configuration details
- Flight-controller logs
- Proof of correct installation
- Return of the product for inspection
A manufacturer warranty is additional to, and does not replace, your statutory consumer rights.
Damage caused by misuse, crashes, incorrect installation, electrical faults, unauthorised modification or normal wear may not be covered.
REFUNDS
Once a valid cancellation is received, we will refund payments due in accordance with applicable law.
For change-of-mind cancellations, we may wait until:
- The goods have been returned; or
- You provide evidence that they have been sent back
The refund will normally be made using the original payment method.
Where the full order is cancelled under statutory cancellation rights, we will refund the standard outbound delivery charge paid for the order.
If you selected a more expensive delivery service, we are not required to refund the difference above the least expensive standard delivery option offered.
Refund processing by banks or payment providers may take additional time after Pure Drone has issued the refund.
EXCHANGES
We do not guarantee direct exchanges.
Where appropriate, we may ask you to return the original item for a refund and place a new order for the replacement product.
Faulty or incorrect products may be replaced where agreed.
BUNDLES AND PROMOTIONAL PRODUCTS
Where a returned product formed part of a bundle, promotion or multi-buy offer, the refund may be adjusted to reflect the items retained.
Any free promotional item supplied as part of the purchase may also need to be returned.
MISSING OR INCOMPLETE RETURNS
Refunds may be reduced where accessories, fittings, manuals, cables, packaging or other supplied parts are missing and this reduces the product's value.
This does not apply where the missing element was not originally supplied.
UNDELIVERED OR RETURNED PARCELS
Where a parcel is returned because:
- The delivery address was incorrect or incomplete
- Delivery was refused
- The parcel was not collected
- The carrier exhausted its delivery attempts
we will contact you.
You may choose:
- Redelivery, subject to payment of the additional delivery cost; or
- A refund, subject to legally permitted deductions
BUSINESS PURCHASES
Consumer cancellation rights apply to individuals purchasing mainly for purposes outside their trade, business, craft or profession.
Returns by business customers for change of mind are subject to prior agreement.
This does not affect rights relating to goods that are faulty, misdescribed or supplied contrary to the contract.
RETURN ADDRESS
Returns: Please email support@puredrone.co.uk before sending any return. We will provide the correct return address and advise the best return postage method for your item.
Do not deliver returns in person unless this has been agreed in advance.