Return Policy

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30-day Money Back Guarantee, no questions asked. Not bad, huh? We want you to be completely satisfied with your products and your experience with our company. To ensure your satisfaction, we have made it easy to return products for a refund or exchange products.
 

We recommend you use our products for at least 14 days to make sure you are happy with the item first. If you’re not sure you’re using the product correctly, reach out to our Customer Experience Team!

Return Procedure

Though we are sad to see you go, we want to help you with this return!

Our 30-day trial starts from when your package is delivered. If you are unhappy with your order and want to return it within your trial period, we will accept it for a refund. Our Returns Department inspects each product returned. If it is returned damaged from negligence (i.e. you let your dog use it as a chew toy), we will not process your refund, and our Customer Experience Team will notify you.

Please Note digital products are Non-refundable.
 

NOTE: Any original shipping charges will not be refunded unless the return is a result of our error and return postage cost needs to be covered by you (the buyer) unless there has been an error with your order from our end or the item(s) come damaged or faulty.

If you made a purchase with a free add-on product and it is not returned with the product, we will charge you full price for the add-on.
 

Please send us an email at support@primalgenetics.co.ukto start your return request. Here’s what to expect:
 

1. Once you've submitted a ticket, a primal Genetics Team Member will review your request.
2. A return shipping label will be emailed to you within 2-3 business days.
3. Once we receive your return, our fulfilment centre will inspect it. The product must be returned in like-new condition.
4. Following the product inspection, your refund will be processed accordingly within 5-7 business days.
5. When we process your refund, you will receive a confirmation email. Please contact your bank or financial institution for posting timeframes; it can take up to 10 business days.

 Exchange Procedure

1. Contact our customer support centre 24 hours a day at supprort@primalgenetics.co.uk
2. We offer a 30-day exchange program.
3. If you are not completely satisfied with your product(s), you may request that we send another quality product in “exchange” for its free shipping.
4. All exchanges are final.
 

Your packing slip or emailed order invoice must be included in your package. If you have misplaced your invoice, please reach out to one of our Customer Experience Agents at support@primalgenetics.co.uk and they will be able to assist you in finding your order information.
 

Once your return is received back at our warehouse and inspected, your exchanged item should be with you within 5-7 business days or if a refund was requested this will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.