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Refusionspolitik

Returns Policy

Primal Gems UG (haftungsbeschränkt)

We handle returns in line with EU consumer law and aim to keep the process simple and clear. Please read the policy below before requesting a return.

1. Right of Withdrawal – 14 Days

As an EU customer, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason.

To initiate a return, email us at support@primal-gems.com within that 14-day period. We will then provide you with the correct return address and further instructions.

Return Conditions:

  • Products must be unused and unopened, with the seal intact
  • Opened or used skincare items cannot be returned for hygiene reasons

2. How to Return

  • Contact us by email to begin the return process.
  • The return shipping costs are your responsibility.
  • We recommend a tracked shipping service, so you can prove the parcel was sent.
  • Once your return is received and checked, we will refund the purchase price via your original payment method within 14 days. We may withhold the refund until we have received the returned products.

Important: The return address will be provided after you contact us. Please do not send items to the sender address on the package.

3. Non-Returnable Items

We cannot accept returns for:

  • Opened, unsealed or used products
  • Free promotional gifts
  • Returns requested after the 14-day period

4. Damaged or Incorrect Orders

If you received a damaged item or the wrong product, please notify us as soon as possible, ideally within 14 days of delivery. Include your order number and photos of the issue. We’ll take care of it promptly and cover any costs. Your statutory warranty rights remain unaffected.

5. Customer Responsibility

Please review the ingredients and product details carefully before purchasing, especially if you are sensitive to essential oils such as tea tree or lavender. We recommend a patch test before first use.

If a wrong or incomplete delivery address is provided and the package is returned to us, reshipping costs will be charged to you.