If you have received a damaged product, a product you did not order, or if any of the products are missing from the package, please write to us at office@gopureway.eu with “Complaint” in the subject line of the email. It is best to submit the complaint immediately upon receiving your order so that we can resolve it as quickly as possible.

If the packaging in which the products were packed is visibly and significantly damaged (torn, soaked with liquid, etc.), please take a photo of it and send it to us via email at office@gopureway.eu along with your complaint request, and return the package immediately to the courier in the condition it was delivered to you.

Withdrawal from Purchase

If you wish to withdraw from your order, you can do so by sending an email to office@gopureway.eu with the subject line “Withdrawal from Order” within 14 days from the date you received the package. After we receive your notification of withdrawal, you are required to return the order within 14 days. Please note that in this case, you will bear the cost of returning the shipment to our address. Additionally, since these are hygiene products, they must be returned in their original condition, meaning the packaging in which they were delivered must remain unopened, and the products must be returned without any signs of damage for the withdrawal to be accepted and the money refunded.

Upon receiving the returned shipment, if we determine that the products arrived undamaged, unopened, and without any signs of use, we will ensure that the order amount is refunded to your bank account as soon as possible, and no later than within 14 days.