Pure Radiance takes care of any Duty fees for our International Customers, meaning customers do not pay any duty on our products.
If your Country (some Carribean and European Countries) charge a small duty fee, this cost is the customers responsibility.
Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we will instruct the courier to destroy the package and we will be unable to issue a refund of any kind.
PACKAGING and INSURANCE AGAINST LOSS/DAMAGE:
Note that once we turn package(s) over to Canada Post, we turn responsibility over to them. Tracking comes will all packages to ensure that each customers package is delivered successfully. To date we have not had a package reported as damaged or lost, however if a customer claims that they have not received their package even though Canada Post indicates and proves that it has been delivered through tracking information, Pure Radiance cannot/ will not be held accountable to replace, re-ship or refund orders that have been confirmed as delivered. Check with other members in your household as they must have the package, or file a police record to report a local theft from your mail box.
Once we have received payment, processed and shipped your package, you will receive an email from PayPal with tracking information. you may track your order by going to Canada Post.
If for whatever reason your shipping address cannot be confirmed by Pure Radiance staff either through PayPal or upon arrival to Canada Post when dropping off your package for delivery, Pure Radiance may 1-request additional identification information and/or 2- require the customer to upgrade to tracked packaging, to ensure proper delivery. If this occurs, we will contact you at the email you provided us with through your order to discuss options. A $4 drop fee and the insurance/tracking charges made by Canada Post will be the customers responsibility. This will be billed separately. Payment is required in full prior to Pure Radiance dropping your order off a second time to Canada Post.
Why is address confirmation important? It protects against fraudulent activity; allows product arrival, allow customers to make a claim if necessary; protects both parties involved in the transaction process.
Note that if the shipping costs are different due to the ship address, we will contact you to inform you of the cost difference and send a separate invoice for the cost. If address cannot be confirmed, non-confirmed address information will apply.
PACKAGING: Pure Radiance ensures that all skin care products are carefully packaged, thoroughly inspected and shipped to the address you entered on the billing screen. Note that all products are sealed and are packaged meeting Health Canada, Customs and Immigration Inspection and Canada Post standards, however do not come in a individual cosmetic boxes . We respect and do our part to protect the environment and decrease costs of our products to our customers by limiting the amount of paper/labels/ waste and unnecessary tree usage/ disposal. Packaging slips will not be shipped with your order. Customers are encouraged to use the emailed invoice as a guide instead.
REFUSED DELIVERY: If your order is refused upon delivery and returned to Pure Radiance due to an error in the address that was entered by you at the time of ordering; a handling/ restocking fee of $15 CDN. plus any return shipping expenses will apply. You will be informed of this through the e-mail address that you provided us with indicating that your package was returned/re-stocked; the charges that were applied, and the credit amount remaining. The remaining credit amount (if any) will then be applied to your account and may be deducted from your next purchase. It is your responsibility to 1- correct your address information within your Shop Account, or 2-if you made payment as a "guest" without a Shop Account, to ensure that your next order has your correct address on it. See shipping policy above re: ensuring proper delivery.
To have your credit applied to your next purchase: place your order and make payment in full. Immediately after making payment for your order, contact us via firstname.lastname@example.org or via our contact page, requesting that we apply your refused delivery credit to the purchase that you just made. Please provide your order number within your request. Once we receive this request, we will review your account, order and payment; then refund the refused delivery credit via the same method in which you made your payment for your purchase. Example: If you paid for your $100 order via Visa and have a $50 refused delivery credit on your account; you will receive the $50 credit via refund to the Visa that you just made payment with. It is your choice whether to re-order the same items or whether to place a new order entirely. You will then receive a notice from PayPal confirming your refund, as well an e-mail from Pure Radiance confirming the transaction.
LOST/ DAMAGED ITEM: As indicated above, tracked packaging is provided with all orders.
Lost item procedure: If you have not received your package within 24 hours after Canada Post has listed your package as delivered as per tracking information; contact us and we will initiate a claim. If Canada Post indicates that your package was delivered successfully, then Pure Radiance is not responsible for providing a replacement. See packaging/insurance for against loss/damage.
DAMAGE ITEM PROCEDURE:
Scenario 1: If a package arrives severely damaged and you refused acceptance upon arrival: -contact us immediately. We will inform Canada Post of your refusal and initiate the claims process. -Once we receive the package, we will return it to Canada Post. -We will gladly send a replacement package at no charge, once we have received approval of refund from Canada Post.
Scenario 2: If a package arrives severely damaged and you accepted the package but did NOT open it:-Take photos of the package - contact us immediately. Provide us with full details and photos. -Return the package to us in it's damaged condition. -We will contact Canada Post to begin the claims process. -We will inform you on how to proceed.
Scenario 3: If a package arrives severely damaged, you accepted it and DID open it: -Take photos of 1-the damaged package prior to opening, 2-photos of the opened package with items still inside as they appeared directly after opening and 3-photos of the items once removed from the box. -contact us immediately. Provide us with full details and photos. -We will inform you on how to proceed.
Scenario 4: if a customer damages a product jar, bottle or container while opening a product, although we sympathize with your situation, Pure Radiance is not responsible for replacing the product or for providing/shipping a new container. Our products do not require the use of scissors or other household items to open them. Simply lift the edge of the shrink wrapping with your finger nail and gently pull. The perforated tab will open and remove easily. If you would like to purchase a new container see our website or contact us.
IMPORTANT INFORMATION: -If a package arrives severely damaged, we recommend that you NOT accept the package; rather refuse it upon arrival.
-Canada Post does not accept/approve claims 1-without insurance or 2-where packages were damaged but items are fully intact/ undamaged/ usable.
-Customers who chose to ship a package to Pure Radiance without 1-having been requested to do so, 2-without a return authorization number, 3-without proper contents/ missing information to support your claim; risk the possibility of losing the claim and therefore not receiving a replacement package.
-Returning products will be the responsibility of the customer (like returning merchandise to a store). When returning a package/ product, any shipping fees are the sole responsibility of the customer.
-Products must be returned in saleable condition. Partially used or items where product is missing and cannot be re-sold, credit/ return will not be issued as we need to pay for the proper disposal of product.
-Once we receive approval of your claim from Canada Post, we will gladly refund you the costs associated with returning the package to us, and will send you a replacement package containing the same items ordered. If you wish to add items to your replacement package, any additional package weight and dimension charges will apply and be your responsibility.
-Damaged packages/returns/credits take time. Please be patient while Canada Post works with us to resolve the issue.
-If you wish to cancel your replacement package, refused delivery policy and fees will be applied. See above refused delivery section.
-Due to the nature of our products, all items are final sale. Pure Radiance provides the finest quality products available however just like any cosmetics stores, we do not accept returns or issue credit on beauty products that have been opened.
-Note: During seasonal temperature changes natural products can become thinner or thicker. Natural ingredients do vary from lot to lot and thus a finished product can have very slight variations.
ORDER CANCELLATION: Due to the nature of our products, all items are final sale. If you are not sure of a product, some items are available in smaller sizes/amounts. We recommend reading description carefully, purchasing the smallest size, reading our testimonials, reviews and/o emptying your shopping cart rather than making payment and cancelling your order to avoid any charges. As stated, all sales are final and if you chose to cancel your order after payment and agreeing to the terms of service; a credit/refund may/may not be issued. Read carefully.
Pure Radiance has an advanced order notification system which prints your invoice and packaging labels once payment has been confirmed. This system allows us to begin processing orders immediately. We often begin processing your order and at time even hand your package over to our driver for shipment the same day the order was placed. Orders are then processed for shipping by Canada Post.
If you cancel your order but it has not left the building (waiting for pick up), a credit will be issued less less 15% fee. Fee is for time/ cancellation/ invoice/ labeling/ packaging/ re-stocking costs. After cancellation, Pure Radiance manually reverses your order and fees with PayPal, Visa, Shopping Cart, Customer Accounts, Rewards Program; calculates refund, and communicates with customer. If the order is not cancelled but changed by the customer, Pure Radiance will charge a small processing fee of $2 to cover costs for reviewing/ altering invoices; applying credit (if customer is replacing an item with a lower priced item); manually creating a new invoice for any additional costs of added items etc. In addition, if the customer is removing an item (not replacing it with another) that item is considered "cancelled". These things take time away from staff to communicate with customers; or process other orders. If a credit has been issued, please allow up to 2 weeks for processing. Credits will be issued in the form of a coupon which may be applied to the next order.
It is your responsibility to Contact us immediately after canceling your order in an attempt to prevent your package from being processed or handed over to our driver for shipping. Refund will be issued via the same method as payment. You will be informed in detail.
If you cancel your order but it has already left our premises (on its way, or already at Canada Post for shipment to your location), no credit/refund will be issued. You will receive your package within 12 business days. All sales are final.
Customers who cancel their orders are welcome to order again in the future, however lose the privilege of participating/ receiving our Loyalty Rewards Discount either temporarily or permanently as well as free samples. Our discount program is a privilege and participation may be revoked at Pure Radiance's discretion.
Although all of our items and ingredients are natural and organic in nature, Pure Radiance cannot be held accountable for ingredient allergies/reactions. Please carefully review our ingredients, application methods, any cautions prior to purchase. Personal discretion is required for product use. Use caution around the eye area with all products.
How Does Pure Radiance Natural Skin Care Canada Protect Your Information?
The security of your personal information is a high priority for us. We maintain appropriate safeguards and current security standards to protect your personal information, whether recorded on paper or captured electronically, against unauthorized access, disclosure, or misuse. For example, electronic records are stored in secure, limited-access servers; we employ technological tools like firewalls and passwords; and we ensure our employees are trained on the importance of maintaining the security and confidentiality of personal information.
Pure Radiance Natural Skin Care and Cosmetics is Payment Card Industry Compliant meaning that all your credit card information is handled, stored and processed within strict protocols and guidelines that have been established by the PCI Security Standards Council. Our Web Sites use encryption technology, such as Secure Sockets Layer (SSL) , to protect your personal information during data transport. SSL encrypts your personal information such as your name, address, and credit card number. Our Web Sites has received a Mcafee Secure Certificate which ensures that Site and Shop are protected and scanned daily to verify that they meet industry standards for online security and protection against viruses.
When you create an online account on our Web Sites, you need to select a personal password. To maximize your level of protection, you should choose at least 5 characters including a combination of both letters and numbers. You are solely responsible for maintaining the secrecy of your password and any account information.
**** In the unlikely event that someone contacts us via our contact center and requests information or names one of our customers requesting that we confirm either their identity, purchase history, transaction or any other information; Pure Radiance Natural Skin Care and Cosmetics will not release your information. We will not confirm that you are even a customer of ours to anyone who attempts such contact. Pure Radiance Natural Skin Care and Cosmetics instead will contact our customer and inform you that there is someone who is attempting to contact us and/or phish for information. If in the unlikely event that this were to happen, Pure Radiance suggests that you contact the appropriate authorities and inform them of such circumstance in order to protect your privacy. If you have further questions about our policy or require further information, please contact us.
As with customer privacy, Pure Radiance Natural Skin Care and Cosmetics also protects its privacy from unsolicited contacts. We previously listed our telephone number on our contact page, however have removed it due to excessive calls from advertisers and website companies. This took away much of our order processing and communication with our customers.It is unfortunate that there are such companies out there that have made us remove or protect such information.
In the event that we need to contact a customer via telephone, we will do so however our main method of communication is through our website contact center or our email at email@example.com It has been 3 years since the removal of our phone number and to date, we have had no reason to contact a customer via telephone/visa versa. Any product questions or concerns have been answered and dealt with online satisfactorily as per customer feedback.
WEBSITE INFORMATION/ ERRORS:If you notice any broken links or information that requires correction, please contact us to let us know. We are all human and can make mistakes from time to time. Pure Radiance works very hard to display accurate information but reserves the right for error. If we notice an error online, it will be corrected as soon as possible. We thank you for your cooperation.
Our FAQ/Shipping policies and procedure information is here to help you.
PayPal will then take you to a second screen . Fill out information and click continue at bottom of screen (see images)
No PayPal account? As stated above, you can pay even if you do not have a PayPal account, however we recommend getting one as only a certain amount of transactions are permitted before they may require you to open an account. Until then you may shop as a guest. Follow the easy 2 step instructions with images. On first PayPal Screen, chose Pay with debit/credit (see images).
Currency: Pure Radiance product currency is Canadian. Currency is automatically converted during the PayPal process.
Payment methods: We accept credit cards (Visa, Mastercard, American Express, and Discover), bank transfers and any other method offered through PayPal. Our Payment address is firstname.lastname@example.org All skin care transactions are completed through our SSL Secured Shop. This includes: password protected directories and databases to safeguard your information, SSL (Secure Sockets Layered) technology to ensure that your information is fully encrypted and sent across the Internet securely or PCI Scanning to actively protect our servers from hackers and other vulnerabilities. We use a secured server and payment processor.
**When paying using a credit card, please note that "billing" information address is the same address as to where you originally obtained the card. If you enter a different address other than the one where the card was obtained, your card will be rejected. PayPal has the right to reject any transaction if information was not able to be verified. This is another security feature and PayPal does this to protect you from someone else using your card and having items shipped to them under their address.
NO PAY PAL ACCOUNT? No problem! You can shop with your debit or credit card as a guest of PayPal, even if you don't have an account. Follow the easy 2 step instructions with images below. Note: All transactions are safe and secure. On first PayPal Screen, chose Pay with debit/credit (see image to right). PayPal will then take you to a second screen. Fill out information and click continue at bottom of screen (see image below).
* All customers- allow 2-3 days for order processing.
Canada And U.S Shipping Base Fees: Mailed locally by ground and out of province/country by Air. All orders come with a tracking number. Orders are sent via our standard method (small tracked packet, received in 6-12 business days). If packages are bigger, they are sent via tracked parcel.
International Shipping Base Fees:Mailed by International Small Tracked Packet Air.
SHIPPING TO DIFFERENT ADDRESS:
If you would like your items to be shipped to a different address, please un-check shipping and billing information is the same. Specify your billing address and your "ship to" address in your Pure Radiance Shop Account. If the ship to address results in higher shipping charges, you will be contacted with a separate invoice for further payment. Once the invoice is paid in full, your package will be shipped accordingly.
If you have not created a Pure Radiance Shop Account and made a purchase as a "guest", you MUST still specify the different address for shipment on our invoice otherwise Pure Radiance will have no way of knowing that you wish your items to be shipped somewhere else; and will automatically ship your item to the address as inputted in your Shop Account. If this is the case your items will be shipped out via Canada Post Small Packet Air or Canada Post Expedited for Canada locations. Note: Guest Accounts do not qualify for Loyalty Rewards Discounts/Perks. See Loyalty Rewards Information.
We do our best to estimate shipping, however most times we have overestimated shipping and then refund our customers for the difference. If we have over estimated your shipping cost by $2 or more, you will receive a refund for the remaining amount. If you have not received your shipping refund within 1 week, please contact us with details and we will be pleased to look into your order.
Hagersville customers are not charged for shipping, however there will be a very small and reasonable $4 drop off fee for deliveries. This minimal fee is for item processing/ packaging materials/ travel/ time/ administration time for processing the refund for shipping costs charged less the local drop off fee/ and for the delivery of item(s). For all other locations standard shipping charges apply.
If you live in Hagersville and are ready to place your order, simply login to your Pure Radiance Shop Account; place items in your shopping cart and pay for your order in full. Your order will then go into processing (allow 2-3 business days). Once the address has been confirmed, you will then receive a notification from PayPal indicating that your items have been shipped. Most often, items will then be delivered directly to your home via one of our internal staff. Once your order has been dropped off, any shipping fees charged will be refunded by the same method in which it was received less $4 for processing/ packaging/ travel/ delivery of item. Important Note: During exceptionally busy periods (Christmas/other special notified time periods announced on our Blog), you may be informed that your order may take additional time for drop off, or that your items will be delivered by Canada Post.
If you are a customer of Andrea's Salon (12 Alma St.S) or have an upcoming appointment and know ahead of time that you wish to have your items delivered to Andrea's Salon, please indicate this information on your invoice by de- selecting that your billing address is the same as shipping address. Input the correct information or place a note under special instructions section of your invoice so that your order will be delivered correctly. If we have any questions, we will contact you at the email you have provided. Once your items have been dropped off, you will receive a shipping notification when your items have been delivered. You may then pick up your items during business hours.
You will then be refunded your shipping costs less drop off fee. * Note we no longer do drop off's at Tim Horton's Parking Lot.
*Note: Pure Radiance does not set shipping fees. Fees are set by Canada Post. Any overestimates charged on basic fees more than $2 will be refunded.