Refund Policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Returns will need to be done at your own cost, please email our support and they will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@primalice.co.

 

Chiller: Once you receive your chiller you have 30 days to request refund for any reason. To be eligible for a return, your item must be in the same condition that you received it and in all its original packaging, including the box. You’ll also need the receipt or proof of purchase. You may trial the chiller but if you'd like to be eligible for a refund you must ensure that your chiller meets these criteria before sending it back to us. To start a return, you can contact us at support@primalice.co.

 

Pre-Sale: During pre-sale if you wish to cancel the order prior to dispatch you can. If you request to cancel within 48 hours of ordering you are eligible for a full refund. After that 48 hour period, you are eligible for a 75% refund of the total order price up until the moment that your order is ready for dispatch. Once received if you wish to return the chiller you are eligible for a full refund of the chiller at its current value, the tub sale is final. To start a return, you can contact us at support@primalice.co.

International: We cannot accept returns for orders placed outside of Australia, all international sales are final.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
For any questions regarding returns please contact us at support@primalice.co