Refund policy

Refund Policy & Satisfaction Guarantee

At PRIMALS, your satisfaction is important to us. Our products are personal care items, and we never restock items that have already been shipped to a customer. Shipping products back would only create unnecessary waste and add to our carbon footprint, so once an order has shipped it cannot be returned or canceled. Instead, we stand behind everything we make with our Satisfaction Guarantee below.

1. PRIMALS Satisfaction Guarantee

If you try a PRIMALS product and it is not right for you, we will make it right.

If you are not satisfied with a product purchased from primals.shop, contact us within 60 days of delivery and choose one of three resolutions:

1. Store credit of 70% of the price you paid for that product, applied to your account for use on any future primals.shop order
2. A refund of at least 50% of the price you paid for that product back to your payment method, or
3. A one-time swap for another PRIMALS product of equal or lower price, shipped to you free of charge.

In most cases we will not ask you to return the product. Our products are personal care items and we do not restock products that have already been shipped to customers, so rather than have you ship something back, we usually resolve claims without a return. Our team will confirm the details when you reach out.

Refunds apply to the product price only. Shipping costs are not refundable. Swaps are for one product per claim, and we do not refund the price difference on swaps for lower-priced products.

To make a claim, email lauryn@primals.shop or call (808) 201-1549 (Monday to Sunday, 9AM to 5PM EST) with:

1. Your order number
2. The product you were not satisfied with
3. A sentence or two on what did not work for you

We read every response and use it to make our products better. Most claims are resolved within 1 business day.

The details:

- Claims must be submitted within 60 days of your delivery date.
- The guarantee covers your first purchase of any given product, with one claim per product per household.
- Refunds are calculated on the product price you actually paid after any discounts, exclusive of shipping, and are issued to your original payment method within 5 to 10 business days.
- Store credit is calculated on the product price you actually paid after any discounts, exclusive of shipping. Store credit cannot be redeemed for cash or transferred to another account.
- Free gifts and promotional items are not eligible for refunds or swaps.
- For subscriptions, the guarantee applies to your first delivery. You can cancel your subscription anytime.
- Replacement filters and replacement brush heads are covered by the guarantee on your first purchase only, when used with a compatible handle or device (see Section 4).
- This guarantee applies to retail orders placed on primals.shop. It does not apply to wholesale, bulk, or reseller orders. Orders placed on Amazon, Walmart, or TikTok Shop follow that marketplace's return policy.
- This guarantee is for satisfaction with the product itself. Defective or damaged items are handled separately under Section 2.

Satisfaction Guarantee guidelines: PRIMALS reserves the right to verify information, require a valid proof of purchase, require you to return your product to us, and to deny Guarantee requests in its discretion in cases of suspected fraud or if a customer has abused the Satisfaction Guarantee.

2. Defective or Damaged Products

If your product arrives damaged, or develops a defect, we will replace it free of charge, including shipping. Please note that the determination of a product's defectiveness is at our discretion. If a replacement is unavailable, or the issue persists after replacement, we will issue a full refund instead, including any shipping you paid.

If you believe your item is defective or was damaged during shipping, contact us at lauryn@primals.shop with your order details and photos or a short video of the product so we can assist you promptly.

PRIMALS Electric Toothbrushes and the Clean Air Pod are covered by a 2-year warranty.

3. PRIMALS Organic Cotton Boxers & Merino Wool Boxer Briefs Exchanges

Complimentary size exchanges for US customers are available within 10 days of delivery date. We only offer size exchanges for unopened PRIMALS Boxers & Boxer Briefs packets and cannot offer exchanges for packets that have already been opened. The customer is responsible for purchasing the return shipping label. To initiate a size exchange for unopened packets, reach out to us at lauryn@primals.shop.

Opened packets are not eligible for exchange, but they are covered by our Satisfaction Guarantee (Section 1).

4. PRIMALS Electric Toothbrush Replacement Heads

Our Replacement Heads are compatible with our PRIMALS Electric Toothbrush and all Philips Sonicare click-on handles including Protective Clean, Expert Clean, Diamond Clean, 9900 Prestige, Healthy White, and Flex Care.

The full list of compatible models is indicated on our product page in the "Compatibility" drop-down section and images. Purchases made for models we have not explicitly confirmed compatibility with are not covered by the Satisfaction Guarantee and are not eligible for refunds.

If you own any model or brand of electric toothbrush outside of the ones explicitly confirmed, please verify compatibility before purchasing by emailing our 24/7 email support at lauryn@primals.shop or calling (808) 201-1549, Monday to Sunday, 9AM to 5PM EST.