We want you to feel confident when shopping with Primalon. If something is not right, we will guide you through the return process with clear instructions.

For questions about returns or refunds, contact us at support@primalon.co.

1. Return Window

Primalon offers free returns within 30 calendar days of delivery.

To be eligible for a return, the product must be:

• New and unused
  
• Undamaged and unaltered
  
• In the same condition in which it was received
  
• Returned in its original packaging
  
• Returned with all manuals, controllers, cables, chargers, accessories, inserts, and other included components
  
• Accompanied by the order number, receipt, or other proof of purchase
  

You may inspect the product after delivery, but it must not be used, worn, activated, washed, altered, or damaged.

For supplements, vitamins, personal-care products, and other products supplied with a hygiene or safety seal, the seal must remain fully intact. Products with a broken, removed, or tampered-with seal are not eligible for return unless they arrived defective, damaged, or incorrect.

2. Items Not Eligible for Return

The following items are not eligible for return:

• Products that have been used, worn, activated, washed, altered, or damaged
  
• Products that are dirty, stained, contaminated, or show signs of use
  
• Products without their original packaging
  
• Products with missing manuals, controllers, cables, chargers, accessories, inserts, or other included components
  
• Opened vitamins, supplements, or hygiene-sensitive products
  
• Products with a broken, removed, or tampered-with hygiene or safety seal
  
• Customized or personalized products
  
• Gift cards
  
• Products clearly marked as final sale before purchase
  
• Returns requested more than 30 calendar days after delivery
  
• Products damaged through misuse, neglect, improper care, or unauthorized modification
  

Defective, damaged, or incorrect products are handled separately under Section 7.

3. How to Start a Return

All returns must be arranged with Primalon customer support before the product is sent back.

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

• Your order number
  
• The product or products you wish to return
  
• A brief reason for the return, which is optional but helpful
  

Once your return request is approved, we will send you:

• Return instructions
  
• The correct return address
  
• Packaging instructions
  
• A prepaid return shipping label by email
  

The product must be shipped within 15 calendar days after you receive the return instructions.

Products sent back without prior approval or without following the provided instructions may not be accepted.

4. Return Shipping Costs

Primalon covers the return shipping cost for eligible returns.

For approved returns:

• We will email you a prepaid return label
  
• Return shipping is free
  
• No restocking fee applies
  
• No return-processing fee applies
  

Please use the return label and shipping instructions provided by Primalon. We are not responsible for returns sent using a different address or shipping method without prior approval.

5. Inspection and Return Conditions

Once your return arrives, we will inspect it to confirm that it meets the eligibility requirements.

We will check that the product is:

• New and unused
  
• Undamaged and unaltered
  
• In its original packaging
  
• Complete with all included manuals, accessories, and components
  
• Compliant with any applicable hygiene or safety-seal requirements
  

If your return is approved, you will receive a full refund to the original payment method.

If your return does not meet the eligibility requirements, we will notify you and explain the available options. These may include having the product shipped back to you at your expense.

6. Refund Timeline and Method

Approved refunds are issued:

• To the original payment method
  
• In the same currency used at checkout
  
• Without deductions for return shipping, restocking, or processing fees
  

Inspection and refund processing may take up to 10 business days after the returned product is received.

Your bank or card provider may take an additional 3–10 business days to post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, contact support@primalon.co.

7. Defective, Damaged, or Incorrect Products

Please inspect your order when it arrives.

If your product is defective, damaged during shipping, incorrect, or missing components, contact us as soon as possible, preferably within 48 hours of delivery, at support@primalon.co.

Please include:

• Your order number
  
• Photographs of the product and packaging
  
• A brief description of the issue
  

We will review the problem and provide an appropriate resolution, which may include:

• A replacement
  
• A refund
  
• Replacement parts
  
• A prepaid return
  

A product that arrived defective, damaged, or incorrect may still qualify for assistance even if the packaging was opened to identify the problem.

8. Exchanges

We do not currently process direct exchanges.

The quickest way to replace an eligible product is to:

1. Return the original product according to this policy.
   
2. Place a new order for the replacement product.
   

Contact support@primalon.co if you need help choosing the correct replacement.

9. Return Address

Do not send returns to our registered office or US mailing address unless Primalon customer support specifically instructs you to do so.

The correct return address will be provided after your return request is approved.

10. Contact

For returns, refunds, or questions:

support@primalon.co