Our policy for returns, exchanges and credits


Unhappy with your purchase?


If one of the items you ordered was received damaged or if we made a mistake with your order, please contact our distributor NATUR'OM's customer service by email (, by phone (+33 (0)6 63 53 05 70) or through our contact form. Please do not forget to include your contact information as well as your invoice or order number as a reference.


At the moment, we do not accept item returns for reasons other than the ones mentioned above and will not take responsibility for shipping charges. If you decide to send items back nevertheless, by doing so, you authorize Pure Hazelwood Inc. to charge you the shipping fee for the replacement item. Every returned item must be in perfect condition, in its original packaging and must not have suffered any damage. You must have in your possession a proof of purchase, or your order or invoice number if the purchase was made on our website.


For reasons of hygiene, Pure Hazelwood Inc. will not accept returns for items showing signs of use and will not grant an exchange or refund for such items, except in case of a manufacturing defect.


In the case you do not wish to exchange the item you are returning, we will send you a store credit to use at The amount will correspond to the price of the article, minus the shipping fee if needed. No cash credit will be granted.


If you receive a defective item or your item suffers an unusual breakage within a reasonable time period, Pure Hazelwood Inc. will repair the item and return it to you at no charge. In cases where repair is impossible, Pure Hazelwood Inc. will replace the item, or send an article of the same value if the defective item is discontinued. The cause for this breakage will be determined by Pure Hazelwood’s analytical department upon reception of the item. If the breakage seems to have been caused by normal wear and tear or misuse, Pure Hazelwood Inc. reserves the right to return the item to the customer as is.