Return Policy

Return Policy - Pure Balance

At Pure Balance, we aim to provide our customers with a pleasant and secure shopping experience. If you are not fully satisfied with a purchased product, you have the option to return it in accordance with the policy below.

General Return Conditions

✔️ We accept returns of products, whether defective or undamaged, provided that the products are returned in their original, sealed packaging and in the same condition as they were delivered.

✔️ If the product was damaged during transport, you may return it, provided that you notify us immediately (within a maximum of 48 hours of receipt) and provide photographic evidence.

Return Window (Right of Withdrawal)

✔️ Products can be returned within 14 calendar days from the date of their physical receipt, in accordance with applicable law (GEO no. 34/2014) regarding consumer protection in distance contracts.

Return Procedure

✔️ Products must be returned by courier, at the customer's expense, to the address mentioned below.

✔️ Printing the shipping label (AWB), if applicable, is the customer's responsibility.

✔️ We recommend proper packaging of products to prevent damage during return shipping.

Return Address

SC PURE BALANCE S.R.L.
Address: Strada Drumul Bacriului nr. 36D, Sat Roșu, Comuna Chiajna, Ilfov, România

Return Processing / Restocking Fee

✔️ A return processing/restocking fee of 20 RON applies to each returned order (not per product). This fee covers administrative and handling costs of the return and will be deducted from the refunded amount. The fee does not apply to products defective/damaged upon receipt.

Refund Processing

✔️ Refunds will be processed by bank transfer to the IBAN account provided by the customer, within a maximum of 14 calendar days from the date we are informed of the withdrawal decision. We may delay the refund until the products subject to the sale are received.

✔️ The refunded amount will include the price paid for the product(s), from which the return processing/restocking fee mentioned above will be deducted (except in cases of defective/damaged products).

Products Not Eligible for Return

For reasons of hygiene and health protection, according to law, the following products cannot be returned if they have been unsealed:

❌ Unsealed, used, or partially consumed products (e.g., food supplements, cosmetics).

❌ Products not in their intact original packaging.

❌ Products damaged by the customer's fault after receipt.

❌ Personalized or custom-made products (if applicable).

❌ Boxes or packaging that are part of a set, if the set is incomplete upon return.

How to Request a Return

To initiate the return process (exercise the right of withdrawal), please send us an email to contact@purebalance.ro within the 14 calendar day period, with the following information:

✔️ Order number

✔️ Items you wish to return

✔️ Reason for return (optional, but helpful for us)

✔️ Bank account for refund (IBAN, 24 characters long)

✔️ Full name of the bank account holder

Products Defective or Damaged Upon Receipt

✔️ If the received product has manufacturing defects or was damaged during transport, please contact us within a maximum of 48 hours of receiving the order (by phone or email).

✔️ Please provide the order number and clear images documenting the problem (damaged product, damaged packaging, etc.).

✔️ In these cases, we will offer, at your choice and depending on stock, either a free product replacement or a full refund (including the product cost and any initial shipping fees paid), without applying the processing/restocking fee. We will also cover the shipping costs for returning the defective product or arrange its collection.

Return Policy for Legal Entities

❌ According to GEO no. 34/2014 regarding consumer rights, the 14-day return facility (right of withdrawal) applies only to natural persons (consumers). Returns for orders placed by legal entities (companies) are not accepted, except in cases of non-compliant or defective products upon delivery, which are handled according to the legal warranty.

Important!

✔️ Ensure that returned products are properly packaged to avoid further damage during return shipping. Responsibility for the product's integrity during return transport rests with the customer.

✔️ We reconfirm that shipping costs for returns (except in cases of defective/damaged products upon receipt) are the customer's responsibility.

Contact Support Details:

📧 Email: contact@purebalance.ro

📞 Phone: +40 758 133 133

📍 Return address (after email confirmation): Strada Drumul Bacriului nr. 36D, Sat Roșu, Comuna Chiajna, Ilfov, România

🏢 SC PURE BALANCE S.R.L. (CUI: RO50747135, J2024033853004)