FAQ

Please note that we will not charge your credit card until the item is shipped from our warehouse. If you wish to cancel an order before this happens, please contact our customer service immediately and we will try to stop the package before it is shipped. We usually ship the same day.

If you wish to cancel an order, please send an email to our customer service with the subject "Cancellation" and your order number so that we can assign the order correctly.

Due to our fast shipping process, we cannot guarantee that every order can be canceled in time. We will refund the amount paid within a maximum of 15 days.

If you are not completely satisfied with your purchase, we give you the option of returning the goods within 14 calendar days of receipt.

All items must be returned sealed in their original packaging, unopened, unused and undamaged (if applicable) and suitable for resale.

If you wish to return an item, please first contact our customer service by email (please click here). Unless we receive notification from you, a refund cannot be guaranteed.

Any return costs incurred by the customer are non-refundable.

Return address: Pure Nutrition Radioweg 24 1324 KP Almere Netherlands

Please do not return anything to us without first clearing it with a member of our customer service team (please click here). Once we have received your return, we will refund the amount paid in a maximum of 15 days.

If the product is damaged, we will be happy to send you a replacement. Please contact our customer service and send us photos of the packaging and the products inside. However, if the packaging is already visibly damaged, refuse acceptance immediately and contact us immediately. Please note that a complaint regarding damaged goods must be made within the first 7 days of delivery in order to be processed.

Once your return has been received and inspected, our customer service team will contact you to inform you that we have received the return. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will be applied to your credit card or the original payment method will be automatically applied within the following days.

If you have not yet received your credit, first check your account again. Then contact your credit card company, it may take some time for the refund to be officially announced. Next, contact your bank. There is often a processing period before refunds are credited. If you've already done all this and you still haven't received your refund, please contact our customer service team.

We do not refund or accept returns for free gifts or promotional items provided free of charge.

The order confirmation including the order number will be sent automatically to the e-mail address you provided when you placed your order. If you cannot find the e-mail, we would ask you to also check your spam/junk folder. If you have not received an order confirmation from us, your order has probably not gone through. In this case, please contact our customer service.

Unfortunately, it is not possible to change (or add) items to an order that has already been completed. In this case, please contact our customer service immediately so that your order can be canceled before it is shipped. You can then place a new order via our store.

If you cannot find your Klarna invoice, check your spam/junk folder to see if there is an email from Klarna. Normally the invoice is sent automatically by Klarna as soon as the order is confirmed. If you have accidentally deleted the invoice or have questions about the invoice, please contact Klarna directly. The best way to do this is to go to the website below and log in. There you have access to your invoice:

https://app.klarna.com/login?market=de

As soon as your order has been handed over to the shipping service provider, you will receive an automatic shipping confirmation by e-mail. If you cannot find this e-mail, we would ask you to also check your spam/junk folder for receipt. (In the case of payment in advance, orders are only processed by our dispatch warehouse after receipt of payment. This usually takes place no later than 2 working days after the transfer has been made).

Orders are usually delivered within 2-4 working days (within Germany). During certain seasons and discount campaigns, delivery times may be longer. Please also note that there is no delivery on Sundays and public holidays.

If your parcel has been delivered according to the tracking number but you have not received it, we recommend that you first contact all relevant people to see if they may have taken the parcel. In most cases, the order will turn up after a short time. If not, please contact our customer service.

Wait 2-3 days, DHL will usually make another delivery attempt.

In this case, your parcel could not be delivered and was sent back to us. The most common cause is an error in the address. Please contact our customer service and give us your address again for verification.