Refunds & Returns Policy

1. No change-of-mind returns or refunds

We do not accept returns or provide refunds or exchanges for change of mind, incorrect product selection, or ordering errors. Please choose carefully and review your order before completing checkout.

2. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those guarantees. You are entitled to a remedy if the goods:

• are faulty or defective;
• are not of acceptable quality;
• do not match their description; or
• are significantly different from what was ordered.

For a major failure, you may be entitled to a replacement or refund. For a minor failure that can be remedied, we may choose to repair, replace, or refund.

3. Damaged, faulty, or incorrect items

If your order arrives damaged or faulty, or you received the wrong item, contact us within 7 days of delivery at Primalpeplabs@gmail.com with your order reference and clear photographs of the product and packaging. We will assess your claim and, where a consumer guarantee applies, provide an appropriate remedy.

4. What is not covered

• change of mind, incorrect ordering, or buyer error;
• failure to store or handle the product correctly after delivery;
• damage caused after risk has passed to you on delivery;
• products that have been opened, used, or reconstituted, except where the fault existed at the time of supply;
• issues reported outside a reasonable time.

5. Assessment & returns

We may ask you to return the item for inspection before providing a remedy. Where we request the return of an item for an eligible consumer-guarantee claim, we will cover reasonable return postage. Please do not send items back before contacting us.

6. How refunds are issued

Approved refunds are made to your original payment method via our payment processor, generally within [5–10] business days of approval. Processing times by your bank or card provider may vary.

7. Cancellations

Orders can only be cancelled before dispatch. If you need to cancel, contact us immediately. Once an order has been dispatched, our Shipping Policy and this Refunds & Returns Policy apply.

8. Contact

To make a claim or ask a question, contact us at Primalpeplabs@gmail.com with your order reference.

All products are sold for research purposes only and are not for human consumption. Not a drug, food, or dietary supplement. Not intended to diagnose, treat, cure or prevent any disease.