Terms and Conditions

Prices, Orders, and Payment

Prices and VAT

Prices on the website are in euros and include VAT.

Orders

You can order through our webshop at pureorganiccare.com, contact us via the contact form, or send us an email.

We reserve the right to cancel orders that are incorrect or incomplete.

Payment

You can pay using your debit or credit card, Bitcoin, or other options available at checkout.

Cancellation Policy

If you have placed an order, you can cancel it if it hasn’t been shipped yet. We don’t have an exact time policy for this; it depends on the order’s time and date, as well as our warehouse’s availability. Please get in touch with us regarding the status of your order.

Shipping and delivery

We ship worldwide, except to Sweden and Israel, where we currently withhold shipments without further information.

Products are shipped from Pura Vida Organic’s warehouse in Zagreb, Croatia.

Usually, your order will be packed and shipped within three working days. The number of days it takes for the delivery to reach your destination depends on your country of residence.

Upon arrival, please ensure you don’t miss the delivery. We don’t offer a free reshipment if you miss the delivery (your email address and phone number are always included on the parcel).

We are not taking responsibility for tracking the parcel once it leaves the warehouse. All shipping is the customer’s responsibility to check the tracking for updates.

Note: Regulations for buying and importing products containing CBD for internal use (“CBD oils”) vary in different parts of the world. This is particularly true for our Full Spectrum oils. You must check with local and national authorities to see if you can buy our products and if we can ship them to you. We strive to stay up-to-date on the laws as much as possible, but regulations are subject to change from time to time. If customs seizes a shipment, you need to resolve the situation.

Shipping costs

Shipping costs are due to the weight of the shipment.

Local post (EU), incl. VAT

• Post < 2 kg = €12.50
• Post 2.1 – 5 kg = €18.75
• Post 5.1 – 10 kg = €25.00
• Post 10.1 – 20 kg = €37.50

DPD (EU), incl. VAT

• < 2 KG = €27.50

DHL Express (Worldwide), incl. VAT

• < 2 kg = €43.75
• < 5 kg – €56.25
• < 10 kg – €125.00

ALL shipping is the customer’s responsibility to check the tracking for updates (we do not do it for you).

Import Fees

You are responsible for any import fees or duties when our product crosses the border to your country.

National Laws & Regulations regarding Import of CBD

Regulations for buying and importing products containing CBD for internal use (“CBD oils”) vary in different parts of the world. This is particularly true for our Full Spectrum oils. You must check with local and national authorities to see if you can buy our products and if we can ship them to you.

We strive to stay up-to-date on the laws as much as possible, but regulations are subject to change from time to time. If customs seizes a shipment, you need to resolve the situation.

Refund and Returns Policy

After purchasing a product, you can return it without giving a reason within 14 days of the purchase date. To be valid, the product must be returned in its original condition, complete, undamaged, and unopened.

Note: If a product is damaged upon receipt, the customer must notify us of the damage and include a photograph.

The cooling-off period begins the day after you receive the product. During the cooling-off period, please handle both the product and its packaging with care. You may unpack or use the product only to the extent necessary to determine whether you wish to keep it.

Suppose you decide to exercise your right to withdraw. In that case, you must return the product in its original condition to our warehouse, including all accessories and packaging, and provide clear and reasonable instructions for the return. If 14 days have passed since you received your purchase, we cannot offer you a refund or exchange.

You will be responsible for paying the shipping costs associated with returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the return shipping will be deducted from the refund amount.

We do not issue refunds if you fail to collect your parcel or contact the courier service after an unsuccessful delivery attempt. If you are unavailable for delivery, you will be required to pay a re-delivery fee.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange the product for the same item, please email us (see the contact info page).

Depending on your location, the delivery time for your exchanged product may vary.

Broken goods

You shouldn’t discard the packaging or the item. You must keep everything in its current condition. This is because photos or videos of the item and its packaging can serve as proof of the damage, which you will need for the next steps. Then you need to contact the courier; please also reach out to us (see the contact info page).

Returns and Refunds, Step by Step

1. Make sure the item is return-ready. Keep it unused/as received, with all tags, accessories, manuals, and original packaging.
2. Email us using the contact information provided on our Contact Information page. Include information about the item/items and the return reason. Also, check who pays return shipping (the seller usually covers faulty/wrong items). Typically, we will respond within 5–10 business days.
3. We will provide you with information on how to proceed with your return.
4. Pack securely: seal the box well; remove old shipping labels.
5. Ship it and keep proof: Drop off or book a pickup. Please retain the receipt and tracking number.
6. Track and confirm delivery. Please monitor the tracking until it indicates “delivered” to the webshop/warehouse.
7. Once we receive and inspect your return, we will email you to confirm receipt of the returned item. We will also email you to inform you whether your refund has been approved or rejected. If your request is approved, we will process your refund and automatically apply a credit to your original method of payment within a specified timeframe.
8. Refund/Exchange: Refunds are typically posted after the warehouse has inspected the item. If there is a delay, please get in touch with us with your return details, including the tracking number.

Note: You may want to consider using a tracked shipping service or purchasing shipping insurance; please let us know. We cannot guarantee receipt of your returned item.

Quick tips: photograph the item before packing, use insured shipping for more valuable returns, and contact support immediately if the product arrives damaged.

Complaints and Complaint Policy

Defective Product or Wrongdoings in order

A product can be defective; we can make mistakes in our order process (for example, sending the wrong quantity); we can, by error, provide the consumer with incorrect or misleading information about a product in connection with the purchase; or the order deviates in some other way from what the consumer and we agreed upon.

In such cases, the consumer is entitled to file a complaint, and we must either replace the defective product, send the correct quantity to you, or rectify any other mistakes we may have made, etc.

Claim period and Guarantees

We are responsible for original defects in the goods. If there is anything wrong with the product, the consumer is entitled to claim a new product or a refund. The consumer must make a complaint within a reasonable time. Two months from the discovery of the defect is always considered a reasonable time.

Burden of proof

We bear responsibility for any original defects present in the item at the time of purchase or delivery. This applies unless we can prove that the consumer caused the defect.

For any complaint, Step by Step

1. Gather your evidence. Please review your order number, receipts, confirmation emails, and any chat or email exchanges for accuracy. Take photos or screenshots that show the issue (e.g., a damaged item, incorrect product, late delivery, etc.).
2. Contact us here.
3. Write a clear message. Include your full name and order number, what went wrong (brief facts, not emotions), what you want done (refund, replacement, or repair), photos, and other evidence. Example: “Order #12345—The item arrived damaged. Please send a replacement or issue a refund.”
4. Send your complaint. Please retain a copy or screenshot of your message along with the date it was sent.
5. Wait for a response. Typically, we will respond within 5–10 business days.  If you don’t get a reply, follow up referencing your original message.
6. Escalate if unresolved: Request that a supervisor or customer service manager review the issue. If the problem remains unresolved, you can contact your local consumer protection agency, payment provider (for chargebacks), or an online dispute resolution platform (such as the EU ODR platform for EU shoppers).
7. Keep records: Save all emails, screenshots, and receipts in case you need to prove the complaint later.

Product information

The product images displayed on the website do not guarantee that the actual product’s appearance and condition will be accurately represented. We reserve the right to make errors in the product information and to change product information and prices without prior notice.

More questions?

Contact us for more information by visiting our contact information page.