Primalon offers free returns for eligible products 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 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 vitamins, supplements, personal-care products, and other products supplied with a hygiene or safety seal, the seal must remain fully intact. Opened products or products with a broken, removed, or tampered-with seal cannot be returned unless they arrived defective, damaged, or incorrect.

To request a return, contact support@primalon.co before sending anything back. After your return request is approved, we will provide:

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

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

Common reasons a return may be declined

A return may not qualify if:

• The product shows signs of use
  
• The product is dirty, stained, damaged, altered, or incomplete
  
• The original packaging is missing or heavily damaged
  
• Manuals, accessories, cables, controllers, or other included components are missing
  
• A hygiene or safety seal has been broken or removed
  
• The return request is submitted more than 30 days after delivery
  
• The product is sent back without prior return approval
  

Good to know

• Return shipping for eligible returns is free
  
• We email the prepaid return label after approving the return
  
• We do not charge restocking or return-processing fees
  
• Approved returns receive a full refund to the original payment method
  
• Refund processing may take up to 10 business days after the return is received
  

For questions about return eligibility, contact support@primalon.co before shipping the product.

We aim to make the return process clear and straightforward.

Step 1 - Contact our support team

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
  

Step 2 - Wait for approval and instructions

Once your return request is reviewed and approved, we will email you:

• The correct return address
  
• Packaging instructions
  
• A prepaid return shipping label
  
• Any additional steps needed to keep the return eligible
  

Please do not send products back before contacting us. Returns sent without prior approval or to an unauthorized address may not be accepted.

Step 3 - Pack and ship the product

To help avoid delays:

• Use the original packaging
  
• Include all manuals, controllers, cables, chargers, accessories, inserts, and other supplied components
  
• Pack the product securely to prevent damage during transit
  
• Use the prepaid return label provided by Primalon
  

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

Return shipping costs

For eligible returns:

• Primalon provides a prepaid return shipping label
  
• Return shipping is free
  
• No restocking or return-processing fees apply
  

Keep your shipping receipt or tracking information until the return and refund have been fully processed.

We understand that waiting for a refund can be stressful. Here is what to expect after your return has been shipped.

1. After your return is delivered

Once the returned package arrives, our team will:

• Confirm receipt of the package
  
• Inspect the product to verify that it meets the return requirements
  
• Check that the product is new, unused, undamaged, and in its original packaging
  
• Confirm that all manuals, accessories, and included components are present
  

2. Inspection and refund approval

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

If the return is approved:

• You will receive a full refund
  
• The refund will be issued to the original payment method
  
• The refund will be processed in the same currency used at checkout
  
• No return shipping, restocking, or processing fees will be deducted
  

We will notify you when the refund has been approved and issued.

3. Bank processing time

After we issue the refund, your bank or card provider may take an additional 3–10 business days to post it to your account.

This processing time is controlled by your payment provider and may vary.

If your refund is delayed

Contact support@primalon.co if:

• More than 10 business days have passed since your return was delivered and you have not received an update, or
  
• More than 15 business days have passed since your refund was approved and it is still not visible in your account
  

Please include your order number so we can investigate the status quickly.

We understand how frustrating it can be to receive a damaged package - especially when you’re looking forward to starting your routine. If your order arrives damaged during transit, we’re here to help you resolve it as quickly as possible.

Step 1 - Keep everything

Please hold onto the box and all packing materials (including inserts). This helps us (and the carrier, if needed) verify what happened during shipping.

Step 2 - Take a few quick photos

Photos help us move faster. If you can, please take pictures of:

• The outside of the box (all sides)
• The shipping label
• The inside packaging
• The item damage (close-up and wider view)

Step 3 - Email our support team

Send the photos to support@primalon.co along with:

• Your order number
• A short note describing what you received and what looks damaged

What happens next

Once we review your message, we’ll reply with clear next steps. Depending on the situation, we may guide you through a replacement solution and/or a shipping claim pathway - but either way, we’ll help you through it.

Quick answer

If something is missing, don’t worry - we’ll help you sort it out. The fastest resolution happens when we can verify what arrived and what didn’t.

Before you contact us 

1. Check your shipping confirmation email(s)

• Some orders may ship in more than one package (separate tracking emails).

1. Check the packaging thoroughly

• Small components can be tucked inside protective materials.

1. Look for “partial delivery” notes

• Carriers sometimes deliver packages separately.

What to send us

Email support@primalon.co with:

• Order number
• What’s missing (example: controller, power adapter, glasses)
• Photos of:
• the box (outside + label)
• everything you received (laid out in one photo)
• packing materials

What we’ll do

We’ll confirm shipment details and take the quickest fair next step - typically sending the missing item/component or providing a clear resolution path.

We believe checkout costs should feel clear - no surprises, no confusing fine print. This page explains how sales tax works, why you might see it at checkout, and what “duties” mean.

1) Sales tax in the United States

Why am I being charged sales tax?

Sales tax rules in the U.S. depend on where an order is delivered. In many cases, sales tax is calculated based on the shipping address (your delivery location).

How is sales tax calculated?

When applicable, sales tax is automatically calculated at checkout based on:

• your shipping address
• the product(s) in your cart
• current state/local tax rules

Sales tax may appear after you enter your shipping address, because that’s what determines the rate in most cases.

Why does tax vary from state to state?

Sales tax rules and rates vary across states and sometimes down to city/county level. That’s why two customers can see different tax totals for the same product.

Is sales tax included in the product price?

No - prices are shown before tax. Any applicable tax is calculated and shown clearly at checkout before you pay.

2) Duties, customs fees, and import taxes

Will I pay duties or customs fees on my order?

Right now, Primalon ships within the USA only. For domestic U.S. shipments, customers typically do not pay customs duties because duties are related to importing goods across country borders.

3) Tax-exempt purchases 

If you’re purchasing on behalf of a tax-exempt organization, contact us at support@primalon.co before ordering. If we can support your request, we’ll tell you what documentation is needed and the best way to place the order.

4) Something looks off?

We’re happy to take a look.

Email support@primalon.co with:

• your order number (if you placed one)
• your shipping state
• a screenshot of the checkout tax line (optional)

We’ll help you understand what you’re seeing and make sure everything is correct.

Safety note 

Please be cautious of unexpected messages claiming you owe “customs fees” for a domestic U.S. delivery. If you’re ever unsure, check your official tracking link or contact us directly.