Refund policy
Refund and Returns Policy
Last updated: September 20, 2026
1. Right of Withdrawal
Under applicable Bulgarian and European legislation, consumers have the right to withdraw from a distance contract within 14 days, without giving any reason.
The period begins on the day on which the consumer or a third party designated by the consumer, other than the carrier, receives the goods.
To exercise your right of withdrawal, you must notify us of your decision by means of an unequivocal statement, for example by email at:
You do not need to provide a reason for the withdrawal.
2. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, send us a message at info@purenatura.eu stating:
- your name;
- your order number;
- that you wish to withdraw from the contract and return the order.
You may also use the standard withdrawal form where applicable, but using the form is not mandatory.
After receiving your notification, we will confirm its receipt and, where necessary, provide you with further instructions.
3. Deadline for Returning the Goods
After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 days from the date on which you notified us of your withdrawal.
The goods should be sent to:
Full House
35 Zemledelska Street
Sofia, Bulgaria
We recommend using a trackable courier service for returns and keeping the shipping receipt as proof of the return.
Do not send returned packages with cash on delivery.
4. Condition of Returned Products
The consumer has the right to examine the goods to the extent necessary to establish their nature, characteristics and functioning.
When returning food supplements, the product must be in a condition that allows it to be safely offered for resale.
We do not accept returns of products whose sealed packaging has been opened after delivery where, for reasons relating to health or hygiene, the product is unsuitable for return.
Where a reduction in the value of the goods has occurred as a result of handling beyond what is necessary to establish their nature, characteristics and functioning, the corresponding reduction in the refund may apply in accordance with the law.
5. Return Costs
When exercising the right of withdrawal, the cost of returning the goods is borne by the consumer, except where:
- we have agreed to bear these costs; or
- we have delivered an incorrect or defective product.
6. Refund
When the right of withdrawal has been validly exercised, we will refund the payments received from the consumer, including the cost of standard delivery.
We are not required to refund any additional costs where the consumer expressly chose a delivery method other than the least expensive standard delivery method offered by us.
The refund will be made without undue delay and no later than 14 days from the date on which we were informed of the consumer's decision to withdraw from the contract.
We may withhold the refund until we have received the goods back or until the consumer provides evidence that the goods have been sent back, whichever occurs earlier.
The refund will be made using the same payment method used for the original transaction, unless the consumer has expressly agreed to another method.
For payment by cash on delivery, you will need to provide bank details (IBAN) to which the refund can be made.
7. Defective, Damaged or Incorrectly Shipped Products
If you receive:
- a damaged product;
- a defective product;
- a product different from the one ordered; or
- an incomplete product,
please contact us as soon as possible at info@purenatura.eu.
Where necessary, we may request photographs of the product and packaging to establish the issue and arrange an appropriate solution.
Depending on the specific case, the following may be offered:
- replacement of the product;
- remedying the non-conformity;
- a refund; or
- another applicable remedy under the law.
In the event of a proven defect, non-conformity or incorrectly shipped product, the return costs are borne by us.
8. Statutory Guarantee and Non-Conformity of Goods
Consumers have statutory rights in the event of non-conformity of the goods with the contract.
These rights are not limited by this policy.
Applicable legislation provides for a two-year statutory liability of the seller for non-conformity of the goods, subject to the conditions and within the scope established by law.
9. Goods for Which the Right of Withdrawal Does Not Apply
The right of withdrawal does not apply in the cases provided for by law, including:
- goods that are sealed and have been unsealed after delivery and, for reasons of health protection or hygiene, cannot be returned;
- goods that, by their nature, may deteriorate rapidly or have a short shelf life;
- other cases expressly provided for by applicable law.
For food supplements, this means that an opened sealed package which, due to the nature of the product, cannot be returned for health or hygiene reasons is not eligible for withdrawal.
10. Receipt of Returned Packages
Returned products should be sent to the address of Full House, which handles returns on behalf of Pure Natura:
Full House
35 Zemledelska Street
Sofia, Bulgaria
Packages sent with cash on delivery or with the recipient charged for the shipping costs may be refused.
11. Responsibility for Improper Packaging
The consumer is responsible for appropriately packaging the returned goods so that they are protected from damage during transportation.
This does not affect the consumer's statutory rights in the event of receiving a defective, damaged or non-conforming product.
12. Delay or Problem with Delivery of the Returned Package
We recommend using a trackable courier service and keeping the shipping receipt.
If a problem occurs with the delivery of the returned package, we may request proof that it was sent.
13. Contact Information
For questions regarding returns, withdrawal from a contract or refunds:
Pure Natura
ALPI 12 LTD
ulitsa “364-ta”, 1360 Sofia, Bulgaria
UIC/BULSTAT: 207355689
Email: info@purenatura.eu
Phone: +359 896 366 498
Physical Product Return Address:
Full House
35 Zemledelska Street
Sofia, Bulgaria