Loss and Damage
We want you to be happy with your purchase and aim to make 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, loss and damage clams, 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.
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 start with WO
2. Customer order detail 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 possible. If 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 WO
2. Customer order detail 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 product. (the barcode on the affected units should be clearly visible and readable)
Short Shipment:
If you received 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 start with WO
2. Customer order detail 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 >14days):
When you did not received 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 WO
2. Customer order detail Full name, address, email under the order, phone number