Damages : Damaged Parcels & Parcel Contents (Couriered Parcels)

Unfortunately this is something that does occur from time to time due to the mishandling of parcels by the courier companies.
PLEASE inform us of damages via email within 24 hours of delivery of your parcel.

Procedures to follow with damaged items that need to be replaced:

1) At the point of receiving your parcel from the courier, if there are any noticeable damages to the outside of the box, report damages on the weigh-bill (or electronic delivery note) to the delivery person.  
With noticeable outside damages, open the box with the delivery person present and report any damages to the contents also on the weigh-bill (or electronic delivery note).
2) Please take photographs – make sure they are in focus and from different angles (without these we are unable to claim damages from the different courier companies as they compare it with the photographs they have of your parcel at the various depots during the shipping process).
  • Photographs of the outside of the parcel/box when you receive it that shows the drop/tear damage to the packaging
  • Photographs of damages logged with delivery person of courier company on weigh-bill/electronic note
  • Individual photographs of all the damaged items to clearly show type and extent of damages
3) Report the damages to us via email ( within 24hrs of receiving your parcel
Add wording e.g. “Damaged parcel, items, goods etc.” in the subject line.
Email must include the following details:
  • Waybill/Tracking number (with photos of report as mentioned in point 1)
  • All photographs taken of damages (as mentioned in point 2)
  • Description of damages – such as box was badly ripped or squashed, damage due to box being dropped or water damage to box, product breakage, etc. 
4) Keep damaged items separate. These might be collected by the courier company or we will ask you to courier it back to us. 
The information will be assessed and we will revert back to you with the next steps relating to the damages incurred.  
5) When only the inner contents are damaged, the same procedures apply from points 2 – 4.
6) Replacement of damaged goods is dependent on the outcome of the assessment and the timeous logging of the claim with the courier company.  

*You will be required to pay for the shipping of damaged items for replacement to Pure Primal Skin Head Office in Ruimsig, Roodepoort.

Depending on return service you want to use, address the package as follow:
Courier : Pure Primal Skin, 1484 Handicap Road, Unit 8 Sundowner Stars, Ruimsig, Roodepoort, 1724 
PostNet : Pure Primal Skin, PostNet Ruimsig (Ruimsig Shopping Centre, Doreen Road, Ruimsig, Roodepoort, 1724
PUDO : Pure Primal Skin, PUDO Lockers at Ruimsig Shopping Centre, Doreen Road, Ruimsig, Roodepoort, 1724

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