Loss and Damage

We want you to be happy with your purchase and aim to make the returns process as easy as possible. When you receive your order, please ensure you check that the goods match your order before opening the products.

To process lost and damaged claims, please follow the instructions below.
Our customer service team will assist with the processing of your claim.

Lost Order (outstanding > 14 days):

If you did not receive your order after more than 14 days

  1. check the tracking number at Australian post website 
  2. please email us  at orders@pure-product.com .

Order Marked Delivered but never received:

If your order tracking shows your order was delivered but you did not receive it, please email us  at orders@pure-product.com .

Damage during delivery (DO NOT discard it) 

We apologise if you have received an item that is  damaged during delivery.
We will attempt to resolve any issues as quickly as possible. 

If you receive a defective or damaged item, don't worry! Just contact us right away and we'll work with you to evaluate the issue and make things right.  Please take a photo of the issue so we can quickly resolve the problem and email us  at orders@pure-product.com

Incorrect item shipped or Short Shipment:

If you received an incorrect item or items are missing please assist us in collating the following information. Please email us  with explanation of the incorrect product and photos 

Note:

While we're unable to accept returns on certain items, such as opened supplements, clearance items, loyalty points, and gift cards, we're always happy to help with any questions or concerns you have about your specific order.

Pure Product Australia   always here to help with exchanges as well! Just return the original item and make a separate purchase for the new one.

We'll be sure to notify you once we receive and inspect your return. If approved, we'll refund your original payment method within 10 business days of receipt. If you have any questions about the process and if it's been more than 15 business days since your return was approved, please don't hesitate to contact us at orders@pure-product.com

We're always here to help.

 

If there is Proof of Delivery (POD) from  Australian Post , you will be required to lodge a police report for stolen property and provide the police report number.
This process takes between 5–15 minutes and, in most states, can be done online.
Please see the links below to report the theft in your state: