Refund policy

We have a no return policy, which means you will not be able to request a return. However we will ensure to correct any mistakes or errors made that been identified and accurately evidenced by our customers in terms of: incorrect billing, incidental postal errors and item damages.

You can always contact us for any questions at Support@primalflame.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. If tamper evident seals are broken, torn or have been clearly tampered with, please do not use the item, we will evaluate the issue and make it right. Ensure to take a photo of the item's condition and email us as soon as possible at Support@primalflame.com.au. 

We do not accept returns, if the item is incorrect it must be unused and in its original condition. We will send the correct item and cover the full order amount including shipping. 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to contact us at Support@primalflame.com.au with evidence of the incorrect item sent and we will send the correct item free of charge.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Support@primalflame.com.au.