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Refunds & Returns Policy
RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However, to be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you must first contact us at purerok1@gmail.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not France, shipping your goods may take longer than expected. Accepted returns will need to be sent to the following address : Chez Boucher, Poullignac, Charente, 16190, France.
You can always contact us for any return questions at purerok1@gmail.com.
European Union 14 day cooling off period
In the EU buyers have the right to return purchases made online within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind. However, the 14-day cooling off period does not apply to all purchases.
For example, it does not apply to items that are made to order or customised. Also sealed goods cannot be returned once unsealed because of safety and hygiene reasons. As our products come under one or both of these categories the 14-day cooling off period does not apply to any items purchased from Pure RoK Soaps.
Damages and Issues
Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised.
Please inspect your order upon receipt. Contact us immediately if the item is defective, damaged, or if you have received the wrong item. We address each inquiry individually, and we will always try our best to make sure everyone is satisfied.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
As our products are classed as personal care goods, for safety and hygiene reasons we cannot accept a return if the package has been opened or is damaged. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. And once the return is accepted, make a separate purchase for the new item.
However, bear in mind that depending on where you live, the time it takes for your exchanged product to reach you may vary.
REFUNDS
We will notify you once we have received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at purerok1@gmail.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping Returns
If we agree that you can return your product, you should post it to: Chez Boucher, Poullignac, Charente, 16190, France.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need Help
Contact us at purerok1@gmail.com if you have any questions related to refunds and returns.
Policy last updated on – 15th February 2023