What to do if you want to return merchandise
We want you to be satisfied with all deliveries. For this reason, returnng merchandise to PureNature is very easy. You can return an item within 14 days. PureNature also offers a warranty on the products. There are exceptions to this, however, see further information in our Terms & Conditions.

Overview:
How can I return an item?
I have a damaged item, what shall I do?
Did you receive my return?
When will I receive a replacement for my return?
Why did I receive credit rather than a replacement item?
When will I receive a reimbursement?
You reimbursed the wrong amount, why?
What are my shipping costs?
Free Return Label
Contact our Customer Service




How can I return an item?

Should you not be happy with the quality of one or more items, or should one be damaged or functioning, we ask that you please contact our customer service for further assistance.

Please have the following information ready:
Customer number and document number
Item and Item Name
Reason for return
Refund or replacement?

I have a damaged item, what shall I do?

We ask that you please contact our customer service first. We will provide you with assistance or send a replacement item.

Please have the following information ready:
Customer number and document number
Item number and description
Reason for return
Refund or replacement?


Did you receive my return?

Once your return arrives back to us, it will be checked by our staff. You will receive credit from us, which will then be deducted from your bill. If you want a replacement, please note this on the return form. If you do not receive a message from us within 10 days, please send an e-mail to eusales@purenature.de

If for some reason the package does not arrive back to us, we need the shipping number in order to trace the missing parcel.

When will I receive a replacement for my return?

We will send the replacement item within 3 days of receiving your return. This will be confirmed via e-mail. The replacement item will be sent free of postage.


Why did I receive credit rather than a replacement item?

If we cannot send you an appropriate replacement, you will receive credit.



When will I receive reimbursement?

We handle a credit within 3 days after receipt. Please allow another 5-10 days until the amount is credited to your account. This depends on your payment, the credit card company, or your bank. You will receive your reimbursement by the same means you used for payment. For example, if you paid per credit card, then your credit card will be credited with the amount. If the credit card is rejected or expired we will send a cheque to your billing address.


You reimbursed the wrong amount, why?

We admit that we also make mistakes. If you think we reimbursed the wrong amount please contact our customer service with your customer number and credit number. We will be happy to assist you.

What are the shipping costs?

We bear the expense for returned merchandise of a value of over Euro 40,-- within Germany .
Please note:
The cost for returning orders of more than  40 EUR value of goods within Germany is refundable. Please contact our Customer Service for detailed information. Outside Germany, refer to the regulations of our Terms & Conditions.
We may have to make deductions from the credit for items that are no longer originally packaged, or products that have been used or damaged by the customer.


Request a Free Return Label
A detailed instruction form is available for download here>>>


Customer Contact Information

For all inquiries and complaints, our Customer Service can be reached: 

Tel: 00 49 67 84 98 39 925 - 8am to 5pm Monday to Friday
E-mail: info@purenature24.com