FAQs

Frequently Asked Questions


Normal Opening Hours

  Monday-Friday Saturday Sunday
Sales Line 9am - 6pm 10am - 5pm Closed

  Monday-Friday Saturday Sunday
Customer Service Line 9am - 6pm 10am - 5pm Closed

Bank Holidays, Christmas Day, Boxing Day, New Year's Day, Easter Sunday:

Sales Line Closed
Customer Service Closed

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Placing Your Order

Our website is designed to help you through the purchasing process. You can place your order online or over the phone at the same great price and we'll email a copy of your order request to you. By placing your order online or over the phone you agree to the following terms.

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Payment

We accept all major credit and debit cards including Visa, Mastercard, Switch, Delta, Maestro, and Solo for delivery to the card registered address. If you need to deliver to a family or work address we can help, additional proof of identity will be required to help avoid malicious use of your card.

In order to ensure we can despatch your goods as quickly as possible, credit and debit card payments are taken at the point of order.

We also accept both PayPal and Bank transfers. You can select any of these payment methods from the basket page. Full details of how to use these options and any fees available at checkout.

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Delivery

Order processing is subject to stock availability, cleared funds and customer address verification.

Deliveries can take place from 9am till 6pm, excluding weekends and bank Holidays.

For delivery schedules and cut-off times, please click here.

The majority of orders can be tracked online however for some couriers we are unable to offer you tracking details. If this is the case and your delivery has not arrived by 6pm on the due delivery date, please contact us using our eMessage system. Many customers ask us for an update on delivery time – unfortunately we are unable to provide this information and request that you contact the couriers directly if this is needed. `

NB All items should be inspected upon delivery and damaged goods should be refused. If you notice damage after goods are delivered you must report this to us within 48 hours of delivery.

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Product Availability

All orders are processed and shipped as quickly as possible. If for any reason the product or promotion you've ordered is no longer available, or there's been a price change or pricing error on the site, we will notify you within 48 hours and offer a full refund, the option to pay the difference or choose an alternative. Order acceptance takes place on despatch of your products

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Promotional Codes

If you sign up to our latest offers we will send you promotional codes from time to time.

How to use the promotional code - At the basket page enter the code into the "promotional code" box and click "recalculate" this will add the discount which will be visible on your order. If the offer is a discount on delivery then the relevant discount is applied once a qualifying delivery method has been selected in the checkout process.

Terms and Conditions - Only one code per order. Codes are available for online use only unless otherwise specified. All codes have an expiry date. We reserve the right to cancel any order which abuses or exploits any promotional code. All codes are subject to change or termination at any time without prior notice. If you exploit a promotional code we have the right to contact you to return any items which were obtained that didn't meet the criteria of the promotion

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After Sales Service

At Pure Source Nutrition, we operate a fair and open after-sales service. We firmly believe that setting out our terms clearly rather than burying them in small print is what customers should be able to expect of any business. Everything you need to know about our policy is outlined here.

Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However from time to time things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries arriving on time, manufacturer's specifications can be inaccurate and items can develop a fault. The real test of an online retailer is not just the availability of good value products, but how well they deal with after sales problems. At Pure Source Nutrition we aim to offer a service most other online retailers fail to deliver on: Product availability, value, reliable delivery and a clear and fair after-sales service.

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Professional Networking

Most We have established multiple communication channels to suit your individual needs. Stay up to date with Twitter, socialise on Facebook, join a professional conversation on Likedln, or watch video on Youtube

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Late Delivery

If your goods haven't arrived as expected, please follow the link in your email to use our online tracking service. If you can't track your parcel online please email us or call us and we will help you.

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Failed Delivery

We understand that sometimes you will not be available to receive your goods. You will be charged for any further redelivery attempts. If you have ordered a small item, it may then be left at your local post office for you to collect. For large items, if the courier has contacted you prior to delivery and you are not available to receive your goods, there will be a redelivery charge. Refused deliveries will be charged the return delivery fee to our warehouse.

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Damaged / Missing Items / Wrong Items

PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. If damage is noticed at point of delivery the order can be refused and returned with the driver. For very large items that are delivered by ParcelForce, any damage can be reported immediately and the goods taken away and quickly exchanged.

As with all new purchases, we understand that you will want to open and test your product as soon as it arrives. It's very important that you report any damaged, missing or incorrect product to us as soon as possible, preferably on the day of delivery. If this isn't possible we consider it reasonable that your items will have been checked and reported within 5 days. If you do not intend to use your goods immediately, please open and inspect them before storing. Damage requests reported too late will be refused.

In order to help us resolve issues arising from these problems, please use our Online Returns Form within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss further.

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Returns


Cancellations

If you are a consumer based in the UK and not a business or organisation then this section applies to you. For Business Terms and Conditions please refer to our Commercial Terms

We want you to be entirely happy with your purchases from Pure Source Nutrition. If you change your mind after placing your order you can cancel at any time before the goods are despatched, regardless of the reason. There is no cost for cancelling your order before despatch.

You can also cancel your order within 1 working days from the day following delivery. Click here for details about how to cancel your order and return your goods to us.

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Website Security

We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128bit encryption.

If you have any questions or comments about privacy or security please contact us via the eMessaging service.

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Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfillment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.

In addition, we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.

View our full privacy policy.

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Commercial Purchases

For any enquires regarding purchases for commercial use please read our terms.

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