Good to know
Something not right with your order? Here’s how we can help.
Email info@primalwellness.co.za with your order number, the item concerned and a description of the issue. If available, include photographs and the batch or expiry details.
Please contact us before sending a parcel so we can provide the correct return address and collection or delivery instructions. Keep the item and packaging while we help resolve the issue.
If goods are defective, unsafe or fail to meet the standards required by the Consumer Protection Act, you may return them within six months of delivery, without penalty and at our risk and expense, subject to the Act’s applicable conditions. You may choose repair, replacement or a refund as provided by law.
If we sent the wrong item or your order was damaged in delivery, contact us so we can arrange an appropriate remedy. Opening packaging to discover a defect does not, by itself, remove your statutory rights.
Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online purchase without giving a reason within seven days of receiving the goods. In that case, the only charge is the direct cost of returning them, and any payment must be refunded within 30 days of cancellation.
Statutory exceptions can apply, including to goods that deteriorate or expire rapidly and certain personalised goods. We assess the product and circumstances; we do not treat every supplement or skincare item as automatically excluded.
For a change-of-mind request, keep products unused and sealed where possible and retain their original packaging. Please do not consume or continue using a product you believe may be unsafe or defective.
Hygiene, opened packaging and product condition may affect discretionary returns, but do not override a return or refund right provided by law.
Once we have the information needed to assess your request, we will explain the next steps and return delivery arrangements. Refunds will normally be made to the original payment method; your payment provider may require additional time for the funds to appear.
For returns covered by statutory rights, the applicable legal rules determine the refund and delivery costs. We will not deduct fees that those rules do not permit.
This policy does not exclude or limit rights under South African consumer law. If a policy term conflicts with a mandatory legal right, that right takes precedence.
