Política de reembolso

Refund & Claim Policy

At Purenat Bio, we take immense pride in implementing rigorous quality control and secure packaging protocols for all our premium natural raw materials and cosmetic/pharmaceutical ingredients. Due to the strict hygiene, chemical stability, and traceability requirements inherent to manufacturing formulation-grade products, all commercial sales and sample disbursements are considered final.

Please review our operational directives regarding order modifications, claims, and returns below:

1. Absolute No-Return & No-Exchange Directive

  • Final Sale: Once a shipment departs from our production facilities or chemical transit hubs, we do not accept returns or exchanges under any circumstances. This non-negotiable policy strictly applies to all products, including natural menthol crystals, essential oils, carrier bases, and chemical intermediates—regardless of whether the packaging remains opened or unopened.

  • Biosecurity & Quality Assurance: To maintain global regulatory compliance (USP/BP/REACH standards), we cannot restock, re-verify, or resubmergently resell any products that have left our chains of custody. This ensures every batch delivered to our global network is 100% fresh from the source.

2. Order Cancellation Protocol & Restructuring Fees

  • Pre-Dispatch Window: You may request an order cancellation within 24 hours of placement, provided that the order has not been dispatched, palleted, or handed over to our international freight forwarders.

  • Merchant Processing Fee: Please be advised that all accepted cancellations are subject to a 3.5% administrative transaction fee. This fee covers the non-refundable credit card, PayPal, or payment gateway processing surcharges imposed by financial institutions, which we cannot recover.

  • Post-Dispatch Restriction: If your order has already been logged into the carrier’s network, packed in industrial drums, or dispatched, it is legally dynamic and cannot be canceled or modified.

3. Damaged, Defective, or Incorrect Consignments

In the rare event that your shipment arrives physically compromised or if an incorrect item was dispatched, we will immediately execute a corrective resolution (replacement or credit), provided the discrepancy is reported within 3 calendar days (72 hours) from the time of carrier delivery.

To validate a claim, you must transmit the following evidentiary audit suite to our compliance desk:

  1. High-resolution photographs of the compromised or incorrect product batches.

  2. Clear photographs of the external shipping container/crate showing any impact or puncture marks.

  3. A photograph of the attached packing slip and batch barcode.

  4. Your official Order/Invoice Number.

Please compile and email these documents within the 3-day window to: samho@purenatura-bio.com. Claims submitted after the 72-hour delivery marker will be archived as expired and will not qualify for review, replacement, or refund.

Note on Fraud Prevention: Every submitted claim is meticulously audited against archived factory dispatch logs, carrier freight data, and terminal export weights. Discrepancies will be investigated thoroughly before a replacement or refund is approved.

4. Non-Compensable Scenarios (Exclusions)

Purenat Bio cannot issue refunds, credits, or replacements for logistical anomalies or buyer errors outside our corporate control, including but not limited to:

  • Procurement Errors: Items ordered incorrectly by the customer's purchasing department.

  • Sensory Discrepancies: Subjective olfactory preferences (variations in perceived aroma sharpness or crystallization profile, provided the batch satisfies official Certificate of Analysis [CoA] specifications).

  • Logistical Delays: Transit extensions caused by international shipping carriers, maritime bottlenecks, customs backlogs, or port strikes.

  • Cargo Theft: Packages officially logged as "Delivered" by courier GPS tracking but subsequently stolen from the destination facility or doorstep.

  • Incomplete Audits: Claims lacking the required photographic evidence or initiated past the 3-day reporting threshold.

5. Pre-Purchase Technical Consultation

If your technical formulation team is uncertain about a chemical specification, solubility requirement, or mesh size prior to procurement, please do not hesitate to contact our trade desks at samho@purenatura-bio.com. Our technical account managers are always available to guide your lab selections before you finalize an invoice.