We build Primalon for real life - busy schedules, sore bodies, and everyday recovery routines. If something isn’t right with your mat, we’ll make it right as quickly and fairly as we can.

1-Year Usability Warranty

Primalon products are backed by a 1-year usability guarantee starting from the day your order is delivered. If your product has an issue that isn’t caused by improper use, accidental damage, or normal wear, our team will guide you through the next steps and help resolve it.

In most cases, our standard approach is to provide a replacement (instead of a refund) when a warranty issue is confirmed - because we want you to have a working product in your routine as fast as possible.


What does the warranty cover?

Our warranty is designed to protect you from problems that shouldn’t happen with normal, intended use. Examples may include:

• Product not powering on or shutting off unexpectedly
• Controller issues that prevent normal operation
• Manufacturing defects in materials or components
• Performance issues caused by a confirmed hardware fault

If you’re unsure whether your situation qualifies, reach out anyway - we’ll walk through it with you and give you a clear answer.


What’s not covered?

To keep the warranty fair for everyone, it does not cover:

• Improper use or improper care (using against instructions, misuse, neglect)
• Normal wear and tear or aging of materials over time
• Damage from accidents, impact, improper storage, or exposure to water/humidity beyond what’s recommended
• Products not purchased directly from Primalon (or an authorized retailer)
• Products that were fully refunded (via a return, goodwill resolution, chargeback, or any other refund scenario)

This page is meant to be helpful and transparent, not tricky - if you have questions, we’ll help you sort it out.

How to start a warranty claim

To help you quickly, please email our support team with:

1. Your order number (or the email used at checkout)
2. A short description of what’s happening
3. Photos or a short video showing the issue
4. If relevant: when it started, and what troubleshooting you’ve already tried

We aim to respond within 1 business day and will guide you through the next steps.

Support Email: support@primalon.co


Replacements (and when we request a return)

If your issue is confirmed under warranty, we’ll typically arrange a replacement. In some situations, we may ask for the item to be returned for inspection - and when that’s required for a warranty case, we’ll provide the instructions and the appropriate return label.

Our goal is simple: get you back to your recovery routine with minimal downtime.


30-Day Returns

 In addition to our warranty coverage, we also offer a 30-day return policy for customers who decide the product isn’t right for them.

• You have 30 calendar days after delivery to request a return
• Items must be unused, undamaged, and in original packaging, including manuals and accessories
• Returns must be pre-arranged with our support team
• Unless the return is due to a confirmed defect or a Primalon error, the customer covers return shipping (no restocking fee)

If you’re ever unsure whether you’re dealing with a warranty issue or a return, contact us - we’ll help you choose the right path.


Need help? We’re here.

If you have questions about warranty coverage, troubleshooting, replacements, or next steps, reach out to our support team. We treat every message like it’s our own order - because we know how important it is to feel taken care of.

Email: support@primalon.co
Support response goal: Within 1 business day