Frequently Asked Questions (FAQ)

Products and Orders

1. How can I search for a specific product in the Pure Balance store?

To find a product, use the search bar located at the top of our website. Enter the product name or relevant keywords, and the system will display a list of corresponding results.

2. I am a legal entity. Can I purchase Pure Balance products?

Yes, Pure Balance honors orders from legal entities. To receive a tax invoice with your company details, please fill in the necessary information during the registration process or at checkout.

3. What should I do if I want the delivery to be made to an address other than the one in my account?

During the checkout process, you will have the option to enter a different delivery address. Fill in the appropriate information, and we will ensure delivery to your desired address.

4. How can I place an order with Pure Balance?

You can place an order directly on our website www.purebalance.ro or by phone at +40 758 133 133 (Monday to Friday, between 09:30 and 16:30).

5. How long will it take for my order to arrive?

For orders placed by 2:00 PM, the order will arrive on the next business day. For orders placed after 2:00 PM, delivery may take an additional day. You will receive an email with shipment details, including the AWB number and a tracking link for your package.

6. What payment options are available?

We accept the following payment methods:

• Card payment (Visa, MasterCard)

• Cash on delivery

• Bank transfer (payment order)

Select your preferred method on the checkout page.

7. Which courier company will deliver my order?

We collaborate with trusted courier companies such as Sameday, DPD, and Cargus, ensuring fast and secure deliveries to your home or an EasyBox locker.

8. Can I pick up my order in person from the Pure Balance headquarters?

Yes, you can pick up your order in person from our headquarters. Select the “Pick up from headquarters” option when placing your order. The order will be available for pickup within 2-3 hours, between 09:30 and 16:30, Monday to Friday.

9. Where can I find the invoice for my order?

The tax invoice will be sent to your email after order confirmation. If you don't find it in your Inbox, please check your Spam folder. The invoice can also be downloaded from your account by accessing the Order History section.

10. How can I modify or cancel an order that has already been placed?

To modify or cancel an order, please contact us as soon as possible at +40 758 133 133 or send us an email at contact@purebalance.ro. Please mention the order number to facilitate the process.

Customer Account Management

11. Do I need an account to purchase from the Pure Balance website?

It is not mandatory to have an account to place an order. However, creating an account offers you advantages such as:

✔️ Quick access to order history

✔️ Saving delivery addresses

✔️ Participation in exclusive promotions and offers

✔️ Easy tracking of order status

12. I forgot my account password. What should I do?

Go to the login page and click on the “Forgot password” option. Enter the email address associated with your account, and we will send you instructions for resetting your password.

13. Can I modify the information in my customer account?

Yes, after logging in, access the “My Account” section to modify your personal information, delivery addresses, or communication preferences.

14. Can I view my previous orders?

Of course! Access the “Order History” section in your account to view all placed orders, their status, and additional details.

General Questions

15. I want to purchase a product that is out of stock. What can I do?

If a product is temporarily out of stock, go to the product page and click on “Notify me when back in stock”. You will receive an email as soon as the product becomes available.

16. How can I get additional information about Pure Balance products?

You can contact us for additional details:

✔️ By phone: +40 758 133 133

✔️ By email: contact@purebalance.ro

✔️ Contact form: Available on the website in the Contact section

17. How can I make a return?

If you wish to return a product, contact us within 14 calendar days of receiving your order:

✔️ By phone: +40 758 133 133

✔️ By email: contact@purebalance.ro

Returned products must be in their original packaging, unopened, and unused.

18. I received damaged products. What should I do?

We apologize for the inconvenience. Please contact us immediately and provide us with:

✔️ Order number

✔️ Clear photos of the damaged products

✔️ A brief description of the problem

We will find the best solution for you, either by replacing the products or by refunding their value.