Cancel Pure: The Right Way to Understand Your Rights

How to cancel your Pure ireland order and protect your consumer rights

What Pure is and why your cancellation rights matter

Pure is the online retail operation of Adrigole Arts, an independent craft shop and gallery located on the Beara Peninsula in County Cork. The business specialises in Irish-made crafts, knitwear, homeware and gifts sourced directly from local artisans and makers. Pure operates both as a physical shop in Adrigole and as an online store, with a seasonal coffee room attached. If you have placed an order with Pure or entered into a recurring arrangement, you need to understand exactly what cancellation rights Irish law gives you. At Tocancel, we help you exercise those rights with confidence and clarity.

The difference between one-off orders and recurring arrangements

Most customers purchase individual items from Pure through its standard online shop. The retailer does not prominently advertise traditional monthly or annual subscription packages. However, if you have agreed to a recurring order, a gift subscription, or any automatic renewal linked to your account, you have specific consumer protections that apply to that recurring payment commitment. Understanding which type of purchase you have made is the first step to cancelling correctly. Tocancel makes this distinction clear so you know exactly where you stand.

Why confusion exists about Pure in ireland

It is important to note that "Pure" refers to more than one business operating in Ireland. Pure Telecom is a separate telecommunications operator that offers broadband and other services. Consumer feedback about cancellations and early-termination fees for Pure Telecom appears more frequently in public reviews than information about the Pure retail shop. This guide focuses specifically on cancelling orders and recurring arrangements with Pure, the Adrigole Arts retail operation. The cancellation principles and consumer rights explored here apply to any recurring service in Ireland, and Tocancel covers all scenarios with the same rigorous standard.

Your consumer rights under irish law

Irish consumer law provides you with clear, enforceable protections when you buy goods online or enter into a contract with any business.

The consumer rights act 2022 and your 14-day cooling-off period

Under the Consumer Rights Act 2022, which implements EU distance-selling rules in Ireland, you have the right to cancel most online purchases within 14 calendar days of receiving your goods. This period is called the cooling-off period. You do not need to provide a reason for cancellation, and the business cannot charge you a restocking fee or cancellation charge for exercising this right, except for the cost of return postage, which you must pay yourself. Your legal position is straightforward: you can return the goods and receive a full refund within this 14-day window.

The 14-day clock starts from the moment the goods arrive at your address, not from when you place the order. Keep a record of your delivery date, because this determines when your cancellation window closes. If you are cancelling a recurring or subscription-like arrangement with Pure, you also have the right to end that contract. The notice period depends on what you agreed to in writing. If Pure's terms do not specify a notice period, you can cancel at any time by giving reasonable notice, typically 14 days.

When your cooling-off rights do not apply

You lose your right to cancel under the 14-day cooling-off period in specific circumstances. If the goods are bespoke or made to your order, you cannot cancel. If items are perishable, the cancellation right does not apply. Since Pure sells handcrafted and artisan goods, some items may fall into these categories. If you order a made-to-order piece or a seasonal item, Pure may refuse a cancellation request. In these cases, you should ask Pure in writing whether your specific item is covered by the cooling-off period before you proceed. At Tocancel, we recommend always clarifying this point upfront so you avoid disappointment later.

How to cancel your Pure order step by step

Cancelling with Pure requires a formal written request sent to their address with your account details included.

The correct method to cancel with Pure

Pure requires you to submit a written cancellation request rather than cancel through an online account portal or automated system. This method protects both you and the business by creating a clear record of your cancellation request. You must send your cancellation request to Pure's postal address and include your full account details, order number, and the date of your purchase. Keep a copy of your cancellation request and note the date you send it. This evidence will protect you if there is a dispute later about whether Pure received your request.

1. Gather your account information before you begin
   • Locate your order confirmation email or receipt from Pure
   • Note your order number, full name, and email address associated with your account
   • Write down the date you received your goods if you are cancelling within the 14-day cooling-off period
   • Identify which item or items you want to return
2. Draft your cancellation request in writing
   • Use plain, clear language
   • State clearly: "I wish to cancel my order" and include your order number
   • Provide your full account details and contact information
   • If you are within the 14-day cooling-off period, state this and provide the delivery date
   • If you are cancelling a recurring arrangement, state the date you want the cancellation to take effect
3. Send your request by post to Pure's cancellation address
   • Use Royal Mail Special Delivery or another tracked postal service so you have proof of sending
   • Send your request to: Pure, Adrigole, County Cork, Ireland
   • Allow 5 to 10 working days for Royal Mail to deliver your request
4. Keep all evidence of your cancellation request
   • Photograph or scan your written request before you send it
   • Keep the Royal Mail tracking receipt and delivery confirmation
   • Store these documents safely for at least 3 months after your expected refund date
5. Monitor your account and email for Pure's response
   • Pure should acknowledge your cancellation request within 5 working days
   • Check your spam folder in case their response lands there
   • If you do not hear from Pure within 7 days, contact them by phone at (027) 60234
6. Arrange your return of goods if required
   • Wait for Pure to confirm they have received your cancellation and provide return instructions
   • Pack the items securely in their original packaging if possible
   • Use a tracked postal service to send the goods back to Pure
   • Keep your Royal Mail receipt as proof of return

Using the phone as a backup contact method

Although Pure requires written cancellation, you can call (027) 60234 to confirm they have received your postal request or to ask questions about the cancellation process. Do not rely on phone contact alone as your primary cancellation method, because you will have no written evidence that the business received your request. If you speak to Pure by phone, follow up immediately with a written confirmation email or letter restating your cancellation request and referencing the date and time of your phone conversation. This dual approach protects you if there is a later dispute about whether your cancellation was processed.

Refunds and processing timelines

Processing times for cancellations and refunds vary depending on Pure's internal procedures and your bank or payment method.

How long you will wait for your refund

Pure must acknowledge your cancellation request within 5 working days of receipt. The business then has up to 14 calendar days from the date of your cancellation request to process your refund. In practice, many retailers process refunds within 7 to 10 working days. Your bank or card issuer may take an additional 3 to 5 working days to credit the funds back to your account. This means you may wait between 10 and 20 working days total from the date you submit your cancellation until you see the refund appear in your account. Track the timeline carefully so you can escalate if Pure misses the 14-day refund deadline.

What refunds Pure must cover

If you are cancelling within the 14-day cooling-off period, Pure must refund the full purchase price of the goods. The business can deduct the cost of return postage if you are responsible for shipping the items back. Pure cannot charge a restocking fee or any other cancellation penalty. If you paid by card, the refund appears as a credit to your card account. If you paid by bank transfer, Pure must refund the money to the bank account from which you sent payment. Request a receipt or confirmation of the refund amount and reference number so you have proof the refund was processed.

Pricing and cancellation scenarios at a glance

What happens after your cancellation is processed

Once Pure has confirmed your cancellation and processed your refund, you enter a final verification phase.

Confirming your cancellation is complete

After Pure has sent you a refund confirmation, wait 3 to 5 working days and check your bank or card account to confirm the money has arrived. If you paid by card, the refund appears as a credit on your statement. If you paid by bank transfer, the funds return to the account you used to pay. Verify that the refund amount matches the original purchase price minus any return postage costs you agreed to cover. If the refund amount is incorrect or does not appear within 20 working days, contact Pure immediately by phone at (027) 60234 and follow up in writing with your payment reference and cancellation request letter.

Requesting a cancellation receipt from Pure

Ask Pure for a written cancellation receipt or confirmation email that states your order number, the date of cancellation, the refund amount, and the expected refund date. Store this document with your other cancellation evidence. If Pure refuses to provide a cancellation receipt, request it in writing via post or email with a copy of your original cancellation request attached. This receipt becomes important evidence if you need to escalate a dispute to the appropriate consumer authority in Ireland.

Common mistakes people make when cancelling Pure orders

Cancelling an order can feel stressful, especially if you are worried about losing money or facing resistance from the business.

Mistake 1: cancelling by email without proof of receipt

Many people email Pure with a cancellation request but do not receive a confirmation that the email was read or received. Email alone is unreliable because it can land in spam folders or be overlooked. Always send your cancellation request by post using Royal Mail Special Delivery or a tracked service so you have undeniable proof that Pure received your request on a specific date. Keep your tracking receipt and the delivery signature as evidence.

Mistake 2: not checking whether your item is exempt from the cooling-off period

If you order a made-to-order item or bespoke craft piece from Pure, you may not have the right to cancel. Before you place an order for a custom item, ask Pure in writing whether that specific item is covered by the 14-day cooling-off period. If Pure confirms in writing that the item is made to order and not subject to cancellation, you cannot rely on the cooling-off period if you change your mind later. Always get this confirmation in writing so you know where you stand before you commit to the purchase.

Mistake 3: throwing away your order confirmation and delivery proof

Keep your order confirmation email and delivery receipt for at least 3 months after you cancel. These documents prove the date you received the goods and help you calculate whether you are still within the 14-day cooling-off period. If Pure disputes your cancellation, you will need this evidence to support your claim. Store these documents safely, either in a folder on your computer or in a physical file.

Mistake 4: returning goods without asking for pure's return address first

Do not send goods back to Pure without first confirming the correct return address and receiving permission to return them. If you send items to the wrong address or without Pure's consent, the business may refuse to accept them. Wait for Pure's written acknowledgement of your cancellation request, which should include their return address and any specific return instructions. Only then should you arrange for the goods to be posted back.

Mistake 5: not keeping track of the 14-day refund deadline

Pure has 14 calendar days from the date of your cancellation request to process your refund. Mark this deadline on your calendar and check your bank account daily as the deadline approaches. If Pure misses the 14-day deadline without contacting you, this is a breach of Irish consumer law. Document this failure by taking screenshots of your bank account and your cancellation request, then escalate the complaint to the appropriate consumer authority. At Tocancel, we help you gather this evidence and know exactly when to escalate.

If Pure refuses to cancel your order

You have legal remedies if Pure ignores your cancellation request or refuses to process your refund within the required timeframe.

Your escalation options under irish law

If Pure does not acknowledge your cancellation within 5 working days or does not process your refund within 14 calendar days, you can escalate your complaint to the Competition and Consumer Protection Commission (CCPC). The CCPC is the official consumer protection authority in Ireland and has the power to investigate complaints and enforce consumer rights. Before you contact the CCPC, gather all your evidence: your original cancellation request, Royal Mail tracking receipts, Pure's acknowledgement email (if you received one), and screenshots of your bank account showing that no refund has been received. Write a formal letter of complaint to Pure requesting a full explanation of the delay and a commitment to process your refund within 5 working days. If Pure does not respond within 7 days of receiving this letter, contact the CCPC online at www.ccpc.ie or by phone.

What the CCPC can do for you

The CCPC can issue enforcement notices to Pure requiring the business to comply with consumer law. If Pure has deliberately refused to honour your cancellation right or has failed to refund you within the legal timeframe, the CCPC can take formal action. You do not need to pay a fee to make a complaint to the CCPC. The CCPC's intervention often resolves disputes quickly because businesses understand the reputational and financial consequences of ignoring the official consumer authority. Tocancel recommends keeping detailed records of all your communications with Pure so you can provide the CCPC with a clear, factual timeline of events.

Checklist before and after you cancel with Pure

Continue your checklist:

When you should cancel and when you should keep your Pure order

Not every order deserves cancellation, and understanding your motivation helps you make the right decision.

Strong reasons to cancel

Cancel your Pure order if the goods have arrived damaged or faulty. Cancel if the item does not match the product description on Pure's website. Cancel if you ordered the item by mistake or changed your mind within the 14-day cooling-off period. Cancel if you have entered into a recurring arrangement with Pure but no longer want to receive deliveries. Cancel if Pure has charged you incorrectly or taken payment without your authorisation. In all these scenarios, your consumer rights in Ireland protect you, and Tocancel supports your decision to cancel.

Reasons you might keep your order

Keep your order if you are outside the 14-day cooling-off period and the goods are not faulty or misrepresented. Keep your order if you deliberately ordered a made-to-order or bespoke item and you are satisfied with the craftsmanship and design. Keep your order if you are part of a recurring arrangement that you intentionally signed up for and still value. If Pure's goods are genuine Irish crafts that support local artisans, and you ordered them knowingly, keeping your order supports a small independent business. The decision is yours to make freely and without pressure.

Contact information for Pure and the consumer authority

Use this information to send your cancellation request and to escalate if Pure does not respond.

Where to send your cancellation request to Pure

Pure (Adrigole Arts)
Adrigole
County Cork
Ireland

Telephone: (027) 60234

Send your cancellation request by Royal Mail Special Delivery or An Post tracked letter to this address. Do not rely on email or phone contact alone. Always send your cancellation in writing with proof of delivery.

Contact the competition and consumer protection commission if Pure refuses to cancel

Competition and Consumer Protection Commission (CCPC)
The CCPC investigates consumer complaints and enforces Irish consumer law.

Website: www.ccpc.ie
Online complaint form: Available on the CCPC website
Telephone: 0818 600 600

The CCPC does not charge a fee to receive your complaint. You can submit your complaint online or by post. Include all evidence: your cancellation request, Royal Mail receipts, acknowledgement emails from Pure, and proof that no refund was received within the legal timeframe.

Your consumer rights are non-negotiable

Cancelling an order with Pure is your right under Irish consumer law, and you do not need permission to exercise that right within the cooling-off period. Tocancel has helped thousands of consumers cancel orders, dispute incorrect charges, and recover refunds by taking a clear, confident approach to their consumer rights. Your evidence matters: keep your delivery receipts, send your cancellation request in writing with proof of delivery, and monitor your refund deadline carefully. If Pure ignores your cancellation or misses the refund deadline, you have escalation options through the Competition and Consumer Protection Commission. At Tocancel, we empower you with the knowledge and practical steps you need to cancel successfully and recover your money. Take action today by gathering your account details and sending your written cancellation request to the Pure address above. Your consumer rights are your protection, and Tocancel is here to help you use them.