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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 received match your order before opening products.

In order to process incorrectly shipped, lost, and damaged claims, please provide us with the following information to orders@pure-product.com. Our customer service team will then assist with the processing of the claim.

Note:

We reserve the right to provide partial or full refunds or store credit of an order at our discretion, without prior notice to the customer. We may issue a refund or store credit for a variety of reasons, including but not limited to product quality issues, inventory shortages, order mistakes, or shipment delays.

If we decide to issue a refund, we will do so in a timely manner and in the same form of payment used for the original purchase. Please note that refunds may take several business days to process, depending on your payment provider.

Incorrect item shipped:

If you received an incorrect item please assist us in collating the following information. Please click here and add the following information:

1. Order number 

2. Customer order details Full name, address, email under the order, phone number 

3. A photograph of the outer box.

4. Photograph of the shipping label

5. Photographs of the contents of the box. (aerial view)

6. A photograph of the front and back of product. (the barcode on the affected units should be clearly visible and readable)

Damaged Products:

We apologies if you have received an item that is faulty or has been damaged in the post. We will attempt to resolve any issues as quickly as possibleIf you received damaged products, please assist us in collating the following information. Please click here and add the following information:

1. Order number start with

2. Customer order details Full name, address, email under the order, phone number 

3. A photograph of the outer box. (include photographs of the damaged area)

4. Photograph of the shipping label

5. Photographs of the contents of the box. (aerial view)

6. A photograph of the front and back of the product. (the barcode on the affected units should be clearly visible and readable)

Short Shipment:

If you received your shipment but something is missing, please assist us in collating the following information. Please click here and add the following information:

1. Order number  

2. Customer order details Full name, address, email under the order, phone number 

3. A photograph of the outer box.

4. Photograph of the shipping label

5. Photographs of the contents of the box. (aerial view to determine what has been received)

Lost Order (outstanding > 14 days):

If you did not receive your order after more than 14 days, please assist us in collating the following information. Please click here and add the following information:

1. Order number start with 

2. Customer order details Full name, address, email under the order, phone number 

Damaged or Defective Products:

If you receive a product that seems defective, DO NOT discard it.

  • Retain all packaging materials:
    This includes the original box, any inner linings, protective cushions, and any original product materials (capsules, tablets, powders, liquids). Having everything together allows for a thorough inspection.
  • Take photos and videos if possible:
    If the damage is clear, capturing it with a photo can expedite the resolution process.

Please note: The Defective product must be returned to us before we can process any credit, refund, or replacement. 

Please click here and add the following information:

1. Order number  

2. Customer order details Full name, address, email under the order, phone number

3. A photograph of the outer box.

4. Photograph of the shipping label

5. Photographs of the contents of the box. (aerial view to determine what has been received)

 

 

 

 

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