We want you to feel confident buying from Primalon. If something isn’t right, we’ll guide you through the next steps with clear instructions - no confusion, no unnecessary back-and-forth.

If you have questions at any point, contact us at support@primalon.co.

1) Return Window

Primalon offers returns within 30 days of delivery.

To be eligible for a return, your item must be:

• Unused
• Undamaged
• In its original packaging
• Returned with all manuals, accessories, inserts, and included components
• Accompanied by proof of purchase (order number/receipt)

If you’re unsure whether your item qualifies, email us before shipping anything back. We’ll help you confirm eligibility first.

2) Items Not Eligible for Return

The following items are not eligible for return:

• Customized or personalized products
• Opened or used items, unless confirmed defective under the product warranty
• Final sale items
• Products that present health or safety risks if returned after use (where applicable)

3) How to Start a Return

All returns must be pre-arranged with Primalon customer support.

Returns that are shipped back without approval and instructions may not be accepted.

To request a return, email: support@primalon.co

Include:

• Your order number
• The item(s) you want to return
• A short note on the reason (optional, but helpful)

If approved, we’ll reply with:

• Where to send the return
• How to package it properly
• Any additional steps needed to keep the return eligible

4) Return Shipping Costs

Unless the return is due to a defective product or a Primalon error (wrong item shipped, missing item, shipping damage confirmed), the customer is responsible for return shipping costs.

We strongly recommend using a trackable shipping method. Primalon is not responsible for items lost or damaged during return transit.

5) Inspection & Return Conditions

Once your return arrives, we will inspect it to confirm it meets eligibility requirements (unused, undamaged, original packaging, all components included).

If your return is approved

You’ll receive a full refund to your original payment method (see Section 6).

If your return is not eligible

We will notify you and offer the option to:

• Have the item shipped back to you at your expense, or
• Proceed with an alternative resolution where appropriate (case-by-case)

6) Refund Timeline & Method

If your return is approved:

• Refunds are issued to your original payment method
• Refunds are processed in the same currency used at checkout

Timing

• Inspection and processing may take up to 10 business days after the return is received
• Your bank/card provider may take an additional 3-10 business days to post the refund

If it has been more than 15 business days since your return was approved and you still don’t see the refund, contact support@primalon.co and we’ll help.

7) Defective, Damaged, or Incorrect Items

Please inspect your order when it arrives.

If your item is defective, damaged during shipping, or incorrect, contact us within 48 hours of delivery at support@primalon.co and include:

• Your order number
• Photos of the packaging and product
• A short description of what happened

We’ll guide you to the quickest fair solution, which may include a replacement or other resolution.

8) Exchanges

If you want an exchange, the fastest path is usually:

1. Return the original item (if eligible), then
2. Place a new order for the replacement item

If you’re not sure what to choose, contact us - we’ll help.

9) Contact

For returns, refunds, or questions:  support@primalon.co