Refund policy

Returns Policy

Primal Gems UG (haftungsbeschränkt)

We handle returns in line with EU consumer law and aim to keep the process simple and clear. Pleasereadthe policy below beforerequesting a return.

1. Right of Withdrawal – 30 Days

As an EU customer, you have the legal right to cancel your order within 30 days of receiving it.

To initiate a return, email us at support@primal-gems.com within that 30-day period. We will then provide you with the correct return address and further instructions.

Return Conditions:

• Products must be unused and unopened
• 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 and risk are your responsibility.
• Use a tracked and insured shipping service. We are not liable for lost or damaged returns.
• Once your return is received and approved, we will refund the product cost via your original payment method (within 10 business days).

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 or used products
• Items not in original packaging
• Promotional or gifted items
• Returns requested after the 30-day period

4. Damaged or Incorrect Orders

If you received a damaged item or the wrong product, notify us within 3 days of delivery. Include your order number and photos of the issue. We’ll take care of it promptly.

5. Customer Responsibility

Review ingredients and product details carefully before purchasing
We are not responsible for allergic reactions or product dissatisfaction due to personal skin preferences.

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