OVERVIEW
We, Us, Our refers to the Seller, and You Refers to the Buyer
To speed up the returns process, we need a note enclosed in the parcel to be returned to us stating the following details
- Order ID / Number
- Recipient name and address
- A short description of the return reason
- What items are being returned
- Quantity
YOU MUST KEEP ALL PACKAGING & CONTENTS UNTIL THE MATTER IS RESOLVED.
IF YOU DISCARD THE ITEM AND PACKAGING, AND MAKE A RETURN REQUEST, AND DO NOT PROVIDE THE EVIDENCE, WE WILL NOT ENTERTAIN YOUR REQUEST.
As we supply Perishable Food Products and that have been sealed for Hygiene and Health Protection.
We are exempt from providing returns and refunds as stated by the Consumer Contracts Regulations, if the product’s seal has been broken due to Health and Hygiene Safety reasons.
However, as we believe in providing best customer experience and service,
We only accept returns if (ALL conditions must be met):
- the product is unopened, unused and undamaged
- original seal of the packet is not broken or damaged in any way
- is returned in its original packaging, including cellophane wrappers, padding protection etc. along with any paperwork that has been sent out with the parcel (you may have to use your own outer packaging if the original packaging is unsuitable for transit in the postal network)
We DO NOT Cover the return postage cost and we cannot be held responsible for loss or damage of a parcel or the contents whilst in transit of a return.
If you have paid for express or priority shipping, you will not get a refund for this unless the delivery is made outside the delivery window dates.
We recommend that you return via a tracked / signed service and use a economy service (ie 2nd class) to minimise your cost and chance of loss.
We recommend taking photos of the items and packaging before returning, in case of courier damage.
Once the items are received back to us, we will check the items and if the return conditions are met and/or claims are valid, we will issue a full refund of the returned product amount paid and standard delivery cost (if paid) for that product.
For multi items orders where a number of items are purchased and a standard delivery cost is paid. If an item is returned then only the price for that item is refunded along with the proportional postage cost.
Example: 5 items are ordered at £10 each + £5 paid for standard delivery, if 1 item is returned, the refund amount will be £10 for product + £1 for postage.
Refunds will be credited via the original payment method and my take up to 10 working days to process by the payment provider (this is out of our control).
Damaged Products
If you receive any items that are damaged on arrival.
Please sign ‘product arrived damaged’ at the time of delivery.
And contact us within 24 hours of delivery with photographic evidence BEFORE and AFTER opening the parcel.
We will need pictures of the outer packaging before you open it (multiple angles) and pictures of the contents and items and closes up of the damage.
Along with the pictures, we will need a short description of the condition of the parcel when it arrived and the damaged to the item.
We will then make a claim against the courier and issue a replacement of the damaged product free of charge.
Faulty Products
If you receive any items that are faulty.
Please contact us within 24 hours of delivery with photographic evidence and a description of the fault.
Please note if a product is not to your taste, this is not valid reason that the item is faulty, as every person’s taste buds are different, and the same product could taste differently to different people.
Cancellations
Cancellations should preferably be made before we dispatch the products to prevent further inconvenience and cost to both parties.
If you decide that you don’t want any item in your order after it has been dispatched or received, you can return it to us within 14 days of delivery, meeting the condition requirements listed.
How to contact us
Use the returns form online (easiest and quickest method)
Email: support@purima.co.uk
Returns Address
PURIMA
Unit 10
Fieldhouse Way
Sheffield
South Yorkshire
S4 7SF
