Any product that does not correspond to the one ordered by the customer in compliance with all the conditions of the order and if it is presented in a timely manner in accordance with the Consumer Protection Act in Bulgaria is subject to complaint.

If upon receipt of the goods, it is damaged or torn packaging, the claim must be made when you receive the goods in the presence of the courier. In this case, immediately call +359 2 4260988, +359897666580 or refuse to accept the goods from the courier. The complaint will be confirmed by the recipient’s signature on the consignment note at the time the shipment is received.

In case of visible damage at the moment of its delivery, a statement shall be prepared (in two identical copies), in which the ascertained condition of the consignment and its packaging shall be described. In this case, the customer may refuse to receive the shipment or take it at his own risk. In case the customer accepts the shipment and does not submit his claims to the courier with the receipt the responsibility for the complaint is transferred to the courier who delivered the shipment and the customer. In such circumstances, the conditions for claiming shipments of the respective courier company apply.

By filing a complaint in compliance with all the conditions of the shop, as well as all applicable legal provisions, the customer can claim:

1. To refund the amount paid, or

2.To replace the goods with another, or

A person who is a third party upon receipt of the shipment and is not the main payer on it is not entitled to a complaint.

Complaints are handled after sending an e-mail to office@pureroots.eu for filing a complaint with a detailed description of the reasons for the complaint.

After receiving the e-mail, Pure Roots returns a reply to the client at a valid email address. We reserve the right not to accept the client’s statement if he considers that reasons for complaint are unfounded or a consequence of improper use by the client.

In case that the reasons for the complaint are not clear from the received e-mail, Pure Roots notifies the client of his rights in an appropriate manner / telephone or valid e-mail. The customer returns the product in a way convenient for him and at his expense to the office of the company.

In case of a accepted complaint, we will refund the value of the purchased goods to your personal bank account.

In case we reject the complaint, we will notify you by e-mail about the reasons for the refusal.

By reading these terms and subsequently by using the e-shop for purchases, you as a customer unconditionally agree with them.


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Pure Roots Ltd. is the exclusive distributor of alva naturkosmetik GmbH, Apeiron Handels GmbH & Co. KG, Sanatur GmbH, allcura Naturheilmittel GmbH and Cellavent Healthcare GmbH for Bulgaria.
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