Refund policy

Return Policy - Pure Balance

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

General Conditions for Returns

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

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

Return Window (Right of Withdrawal)

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

Return Procedure

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

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

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

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 25 RON applies to each returned order (not per item). This fee covers the administrative and handling costs of the return and will be deducted from the refunded amount. The fee does not apply in the case of products that are defective or 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 on which we are informed of your decision to withdraw. We may withhold reimbursement until we have receivedthe products back that were the subject of the sale.

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

Products Non-Eligible for Return

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

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

❌ Products that are not in their intact original packaging.

❌ Products damaged through the customer's fault after delivery.

❌ 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 (exercising the right of withdrawal), please send us an email at contact@purebalance.ro within the 14 calendar day period, with the following information:

✔️ Order number

✔️ The items you wish to return

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

✔️ Bank account for refund (IBAN, 24 characters)

✔️ Full name of the bank account holder

Defective or Damaged Products 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 your order (by phone or email).

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

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

Return Policy for Legal Entities

❌ According to GEO no. 34/2014 on consumer rights, the 14-day return policy (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!

✔️ Please ensure that returned products are properly packaged to avoid further damage during return transit. The customer is responsible for the integrity of the product during return transportation.

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

Support Contact Details:

📧 Email: contact@purebalance.ro

📞 Phone: +40 758 133 133

📍 Return address (after email confirmation): 36D Drumul Bacriului Street, Roșu Village, Chiajna Commune, Ilfov, Romania

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