REFUND POLICY

Return & Exchange Policy

If you receive your Primal Ice product and don't love it, you can request a return within 30-day of its arrival for a full refund, excluding shipping fees. To initiate a return, please get in touch with us at support@primalice.co and we will provide detailed instructions on how to proceed.

To qualify for a return, you must meet the following criteria: 

• Orders must be sent back within its original packaging 
• Initiate the request within 30-day of the order's arrival (orders are FINAL once the 30-day window is closed)
• Ensure that all components are included.
• Items must be in "re-sellable" / "like-new" condition

Refunds

Upon receiving your returned item, we will notify you via email to confirm its receipt. Your refund will be processed, and the credit will be automatically applied to your original method of payment.

Please note that the shipping fee will be deducted from your refund amount.

Please note - Refunds are NOT accepted for any items purchased during sale periods or using discount codes.

Please ensure - You reach out to us before returning or exchanging any items, as we will provide you with the necessary return instructions.

International: All international (delivery address outside of Australia) sales are final. We cannot accept cancellations or returns for orders placed outside of Australia. 

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

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

Warranty Policy

We guarantee every Primal Ice product to be free of manufacturing defects. If you encounter any issues with a genuine Primal Ice product purchased through our website, we will either repair it or replace it with a new one at our discretion.

Please note, our warranty does not cover damage resulting from misuse, accidents, unauthorized repairs, alterations, or normal wear and tear over time. This includes the natural degradation of colors and materials, as well as corrosion.

If your Primal Ice product is damaged due to misuse, our customer service team will assess the damage and may be able to offer solutions for repair.

In cases where the product cannot be repaired after misuse, we may extend a one-time courtesy offer, allowing you to purchase a new Primal Ice product at a discounted price.

To make a warranty claim, please contact us directly via email at support@primalice.co. Include your order number, photos showing the issue, and a detailed description of your question or concern. The more information you provide, the better we can assist you in finding the best solution as quickly as possible.