Product Complaints Policy
Any product that does not correspond to the one ordered by the customer is subject to a formal complaint, provided it is presented in a timely manner in accordance with the Consumer Protection Act (CPA). On this page, you will find the official process regarding Product Complaints at our online store.
Damaged Shipments & Courier Claims
If upon receipt of the goods, you notice a damaged or torn packaging, the claim must be made immediately in the presence of the courier. In this case, please call us right away at +359 889 899 188 or refuse to accept the goods. Any such complaint must be certified by an entry in the courier’s consignment note at the exact time of receiving the shipment.
In case of visible damage, a statement of findings shall be prepared (in two identical copies) describing the condition of the package. Under these circumstances, the customer can refuse the shipment or take it at their own risk. If the customer accepts a damaged shipment without submitting official claims to the courier, the responsibility for further Product Complaints is transferred away from the store.
Customer Rights and Refund Process
By filing an official complaint in compliance with all our store terms, the customer can choose to claim:
- A full refund of the amount paid for the products (calculated securely in Euro).
- A complete replacement of the goods with another suitable product from our store.
Please note that a third party who is not the main payer on the account is not legally entitled to file any Product Complaints.
All issues are handled after sending an e-mail to info@pureroots.bg with a detailed description of the problem. After receiving your e-mail, Pure Roots will return a formal reply. We reserve the right not to accept the statement if the grounds are found to be unfounded or are a consequence of improper product use.
If the reasons are not clear, our team will notify you via phone or e-mail. The customer must then return the purchased product at their own expense to our main office. In case of an accepted complaint, we will refund the full value of the goods to your personal bank account within 14 days. By using our store, you unconditionally agree to these terms. For further assistance, check our Organic Supplement FAQ or reach our team via the Contact Pure Roots page.