Mypurmist Troubleshooting Frequently Asked Questions (FAQs)

At mypurmist we believe very strongly in product quality and in our quality assurance processes. Every unit is subjected to rigorous inspection and test procedures to ensure it meets our exacting specifications.

Any mypurmist device comes with a standard one-year warranty covering any manufacturer defect-related problems resulting from everyday use of the product. 

Register and upgrade to two-year warranty. You must register within 1 month from date of purchase.

NOTE: Applies ONLY to mypurmist cordless ultrapure! Register your mypurmist cordless ultrapure device and automatically get upgraded to a two-year warranty. To register visit https://www.mypurmist.com.au/warranty-registration.

Using mypurmist ultrapure sterile water is required for mypurmist cordless ultrapure device to not void the warranty. mypurmist ultrapure sterile water is available in a box of 20 refills good for 40 sessions. Every mypurmist ultrapure sterile water refill is packaged in a sealed container guaranteeing superior, long-term performance of your device, while providing convenience and portability. This also provides pure warm therapeutic mist free from allergens, germs, irritants, and pollutants.

Using any additives in the water reservoir, any other liquid or water with minerals (e.g. bottled, purified or boiled water) will damage the device and will void the warranty.

Once the wrong water is put in the device, the Mpurmist cannot be serviced or repaired.

Should you encounter problems with your Mypurmist that cannot be resolved by following the troubleshooting steps, the unit should be sent back to us for service or repair. The cost of return shipping is your responsibility. If a warranty claim is valid, we will replace the product at no cost to you and will also pay for shipping to send the device back to you after repair or with a new replacement as appropriate.

Please contact us at info@mypurmist.com.au for fastest service. Or call us at 1300 121 316 Mon-Fri. Retain your receipt to prove warranty. This warranty gives you specific legal rights, as well as other rights that may vary from state to state.

* Only available to addresses in Australia

** Customers outside Australia. must return the malfunctioning device at their own cost and are responsible for the shipping cost of the replacement unit. mypurmist is not responsible for duty and customs fees.

As part of our risk free Guarantee, If after using mypurmist for at least 14 days, you are not 100% satisfied with your mypurmist device, we will refund the full product price less the cost of 8 x standard refills which will be deducted. The mypurmist must be returned undamaged with packaging in original condition. The cost of return shipping is your responsibility. mypurmist must be returned in original condition with no damage to product or packaging. We reserve the right to reject any item we believe is damaged or not in original condition. A restocking fee of $75 will apply to all returns.

Upon return, credit will be applied back to your original card, if purchased directly from mypurmist.com.au or via phone.

Please note that mypurmist Pty Ltd does not permit the return of or offer refunds for:

• Products purchased from a third party. Immediate refund may be available by returning your mypurmist product to the original place of purchase. Return Policy of that particular retailer (including brick & mortar and online e.g. Amazon) will apply.
• Any accessories that have been opened.
• Products returned without a valid itemized receipt.
• Shipping charges or return labels for accessories.

If the product needs to be replaced due to a manufacturer's defect, please immediately contact our Warranty line directly by emailing us at info@mypurmist.com.au.

Products returned without an RA (Return Authorization) number will not be accepted. The RA number must be obtained from info@mypurmist.com.au, if the customer is returning a package at his/her own cost without a return label provided by us. It is the responsibility of the sender to provide valid tracking information if confirmation of return is disputed. mypurmist does not assume responsibility for lost or stolen product being returned for a refund without an RA number.

Note: mypurmist recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to mypurmist or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking and (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.

* Only available to addresses in the Australia.
** Customers outside Australia must return the malfunctioning device at their own cost. Mypurmist is not responsible for custom duties and fees and all applicable local taxes.