Return policy
The privacy and security of your personal data is a priority for The Dr Pure, so we aim to be open and transparent regarding the processing of your personal data. Therefore we have a policy that defines how your personal data will be treated and protected.
Free in-store returns
After your purchase at The Dr Pure, if you are not satisfied with any item you have 30 days, after receiving your order, to exchange it or request a return. It's very simple!
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Come to our store at Largo Luzia Maria Martins, Store 1B, 1600-825 Lisbon. We are ready to help from Monday to Friday from 10:00 to 18:00 and Saturdays from 10:00 to 14:00.
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To proceed with an exchange or return, you must bring your order receipt and item to be exchanged or returned.
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Keep in mind that if you return your items to the store, the details of your return will be sent to our accounting office where the refund will be made using the same payment method used for the purchase.
Return by mail
You have up to 14 days, after receiving your order, to exchange your item for another item or return it:
1. PREPARE YOUR ORDER WITH THE DELIVERY NOTE
Pack your items securely, in the original packaging, if possible, and include the delivery note.
Then send an email to the Customer Service - clinic@thedrpure.com, in this email you must indicate the order number, the reason for exchange or return, if the item has arrived damaged, you must send photos of it in the attachment on email.
2. SUBMIT YOUR ARTICLE TO THE FOLLOWING ADDRESS
The Dr Pure
Largo Luzia Maria Martins
Shop 1B
1600-825 Lisbon
3. MAKE THE SHIPMENT
To do this, go to the post office and send your order by registered mail or with acknowledgment of receipt.
Keep in mind that, in the case of returns by postal mail, The Dr Pure will not accept shipments with payment to the recipient or a counter refund and that the shipping and return costs will not be refunded.
It will be exchanged in size or returned within 3 to 12 working days, after we have received your order in our warehouses, checking that the items are returned in the same condition in which they were delivered. This means that the items must not have been damaged, soiled, altered or used and all tags must be intact.
Exchanges
In case you prefer another item, you can ask for it when making the return. To do this, indicate in the email which item you want exchange for it. If you prefer to exchange your item for another reference, you must return the item and place a new order.
Return conditions
When exchanging and returning, you must know that:
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Returned items must be in the same condition as when you received them.
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As soon as we receive your order, we will check the condition of the items and exchange them for the new item ordered or refund the returned items. Keep in mind that, in the case of returns by postal mail, The Dr Pure will not accept shipments with payment to the recipient or counter refund and that the shipping or return costs will not be refunded.
Right of withdrawal
European Union customers have 14 business days, after the date of receipt of their order, to cancel their purchase made at The Dr Pure. If you wish to exercise your right of withdrawal, you must inform us by letter or email by sending an email or postal mail:
The Dr Pure
Largo Luzia Maria Martins,
Shop 1 B
1600-825 Lisbon
Tel .: (+351) 967 144 674
Email: clinic@thedrpure.com
We remind you that you should not provide your card details via email or social media. After you informed us of your intention to exercise the right to withdraw from the order, you will have another 14 extra days to return it. You can make your return at the store or by mail.
Refunds
The refund period can vary between 3 and 12 business days, After we receive your return at our warehouses. As soon as we have checked the status of the returned items, we will send you an email to inform you. Remember that the refund will be made using the same payment method used for the purchase. If you received an item that is defective or that does not correspond with the purchase and you decide to return it by post, remember to include proof of shipping charges to our offices in the order. As soon as we have checked the condition of the items, we will refund you the cost of returned items and the corresponding shipping and return charges. Keep in mind that shipping refunds will be made after items are refunded.
Last Update 24.01.2020.