Complaints Processing
Our PureNature colleagues make every effort that customers receive their order quickly, complete and without damage. Very rarely it can happen that something does not arrive as it left PureNature or that orders have to be divided into 2 or more boxes. Please note the following points:
Order has not arrived
If one box or the complete order has not arrived, please notify our customer services. We can track orders and are able to let you know when your order will arrive. You are by law protected by loss of goods during transport should an order not arrive.
Item damaged
An item arrived damaged or faulty? We are very sorry. In that case we would like to ask you to get in touch with our customer service. Please have your customer number and order number ready for us as well as the article number of the damaged item.
Wrong item ordered
It can happen that, if you are in a rush, you order the wrong item. That is no problem. Return the wrong item free of charge and re-order the correct item online or phone.
Missing item
If you cannot find an ordered item in your delivery:
a) Please take another look in the box. Sometimes we wrap items particularly well to protect them and on occasions they hide in the filling material.
b) It can happen that we deliver orders in several boxes, that part of the delivery is sent directly from the producing company or parts of an order are delivered later. You find more information about your partial delivery on your invoice.
c) Should you have items in your order that require different kinds of couriers or postal services your order may arrive separately with these different delivery services.
Item not ordered
If you find an item in your delivery that you have not ordered please check your order confirmation and invoice if this item was ordered by accident. You can always return an unwanted item. Should you have any queries regarding your order please contact our customer services and return the item free of charge here.
Something is missing from an original packaging It can happen on rare occasions that the producer did not include all parts and something is missing. Please contact customer services and we will try to sort this for you as soon as possible.
contact customer services for questions and further information