Returns & Refunds 

At Primal Nature, we are committed to providing high-quality products and excellent customer service. If you receive a damaged or faulty item, we offer a straightforward returns policy to make things right. Please read the following guidelines carefully:

• Eligibility for Returns:

   

  • We accept returns only for items that are damaged or have manufacturing defects.
  • Returns must be initiated within 14 days from the date of delivery.
  • The item must be in its original condition, unused, and with all original packaging.
• Return Process: To initiate a return, follow these steps:

   

  • Contact our customer support team via email at [email protected]. Provide your order number, a detailed description of the damage or defect, and any relevant information.
  • Our support team will review your request and provide you with a Return Authorization (RA) number if your return is eligible.
  • Pack the item securely in the original packaging, including all accessories and documents that came with the product.
  • Clearly write the RA number on the outside of the package before sending it back to us.
  • When returning please send back to Primal Nature at 100 Mount St, North Sydney 2060. 
   
• Shipping and Return Costs:

   

  • If the return is due to a damaged or faulty item, we will cover the return shipping costs.
  • For eligible returns, we will also bear the shipping costs for sending you a replacement item. 
• Refund or Exchange:

   

  • Upon receiving the returned item and verifying the damage or defect, we will process your refund or exchange.
  • Refunds will be issued to the original payment method used during the purchase.
  • If you opt for an exchange, we will send you the replacement item as quickly as possible, subject to availability.
  •  
• Refund Processing Time:

   

  • Once your return is received and inspected, we will process your refund or exchange within 7 business days.
  • Please allow additional time for the refund to be reflected in your account, as processing times may vary depending on your payment provider. 
• Cancellation Policy:

   

  • Orders cannot be canceled once they have been placed. However, if you receive a damaged or faulty item, please follow the return process outlined above.

Please note that we do not offer returns for change of mind or for items that are not damaged or faulty. If you have any questions or concerns about your purchase, please contact our customer support team before placing your order. We are here to assist you in any way we can.

This returns policy applies only to purchases made directly through www.primalnature.com.au. If you have purchased our products from a third-party retailer, please refer to their returns policy for further assistance.