RETURN & REFUND POLICY
1. Purely Natural’s returns and exchange policy gives you an option to return or exchange items purchased on Purely Natural for any reason within the specified return/exchange period (check product details page for the same). We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. There are two ways to return the product to us:
* Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
* Self-Ship: If we don’t offer a pick up at your location. In such cases, we will credit the shipping costs in the form of Purely Natural credits provided the product meets the return policy and you have shared a scanned copy of the courier receipt with us.
2. What We Will Do Together:
Step 1 –Raise a return/ exchange request within 36 hours from the date of delivery, if you’ve received wrong, damaged or expired product(s).
Please raise a request at firstname.lastname@example.org with order and contact details and make sure to send the pictures of the damaged product within 36 hours of delivery.
Step 2 – Give us 2 working days to review your return request.
Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner.
We will reimburse the courier charges, in your account from which the payment was made.
Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.
Refunds after deducting the payment gateway charges shall be credited back to the account from which the payment was made within a maximum period of 15 days.
3. Under what conditions can I return/ replace my product?
– Wrong product delivered
– Expired product delivered
– Damaged product delivered – Physical damage/ tampered product or packaging
– Incomplete order – missing products
– Different from their description on the product detail page on Purely Natural.
4. Under what conditions return/ replacement requests will not be accepted?
– Opened/ used/ altered products.
– Original packaging (mono cartons, labels, etc.) and receipt missing.
– The return/ replacement request is not generated within 24 hours from the date of delivery.
5. Return will be processed only if:
– it is determined that the product was not damaged while in your possession;
– the product is not different from what was shipped to you;
– the product is returned in original condition (with brand’s/manufacturer’s box, MRP tag intact, user manual, warranty card and all the accessories therein).
6. Products may not be eligible for return in some cases, including cases of buyer’s remorse such as incorrect color of product ordered or incorrect product ordered.
7. Products marked as “non-returnable” on the product detail page cannot be returned.
8. Products may be eligible for replacement only if the same seller has the exact same item in Stock.
9. If the replacement request is placed and the seller does not have the exact same product in stock, we will provide a refund.
10. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain a refund and purchase the new item separately.
11. In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.
12. Purely Natural will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, Purely Natural would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.
13. If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
14. If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.
15. If a buyer returns the same product more than once and if the product is not wrongly delivered, expired, damaged, or incomplete, then the shipping charges for returning the product have to be paid by the buyer himself/herself.
16. As per the company’s policy, the customer cannot refuse to accept the product after it is delivered at the mentioned address rather you have an option of returning the order (Refer to return and refund policy for further details)
17. You will get an alert message or call to inform you about the delivery of the product at the mentioned address, if the customer isn’t available for receiving the parcel, the delivery man would try to contact you for three times and when there is no response from the buyer’s end for the third time then the parcel will be delivered back to the seller’s address. The amount for the same will be refunded to the buyer after deduction of shipping charges.
If the customer still wants to buy the product then he/she needs to order it again as the previous order is deemed to be cancelled.
1. An order can be cancelled before the shipment of the order starts, once the order is shipped your order is not eligible for cancellation.
2. How to cancel your order that has not been shipped?
– Access the “Manage Orders” section, and go to “View Your Orders”.
– You can browse through the orders manually or use the advanced search options provided to find a specific order.
– Click on “Cancel Order.”
– A “Cancel Order” page will pop up automatically. Choose the “Reason for Cancellation” from the menu provided, and then hit Submit.
3. If the buyer places an order and cancels it before the seller could mark it RTD or Ready to Deliver, and where the full amount has already been paid by the buyer, the full amount after deducting the payment gateway charges is refunded to the buyer. Even the tax is automatically reversed. The same principle applies when the order is in RTO or Return to Origin.
It is important to note while the Company makes best efforts to ensure that returns, refunds and cancellations are available to the users of the Website, the Company has to place certain restrictions on the same in order to meet its business, legal and contractual obligations. Return, refunds or cancellations may also vary from brand to brand or seller to seller, in which case each such good sold thereunder will have specific guidelines which will determine the terms and conditions related to return, refunds or cancellations (the “Guidelines”). In each such case, the Guidelines shall prevail over this Policy and it is important for you to acquaint yourself with the applicable Guidelines while making a purchase on the Website.