Living in Your Pure Home

Reporting Problems

When a problem first occurs, check your Pure Home 2 Year Warranty New Home Guide to see if your issue is covered. We advise that you familiarise yourself with this guide and are aware of what it covers. If you’re unsure, please contact our Customer Care Support who will advise you further.

To ensure that we deliver the best possible service:

  1. Please email any concerns to
  2. You will receive an acknowledgment advising that we are in receipt of your correspondence and your concerns will be logged, processed and dealt with accordingly.
  3. We endeavour to respond within 7 working days to all correspondence.
  4. We will respond to your communication indicating our intentions and progress.
  5. We will arrange for work to be undertaken around your schedule, and can arrange for the work to be done in your absence if this is convenient for you

Pure and its tradespersons are not responsible for the following defects:

  • Defects caused by lack of maintenance
  • Defects caused by damage
  • Defects caused by improper use or negligence

Customer Defect Claim Form