Refund Policy

Returns 

Primal Posture abides by all relevant conditions as laid out in the amended Consumer Rights Act of 2015.

Primal Posture supplies products that are made to order especially for you and cannot be returned unless damaged or faulty on arrival.

If you experience any fault with your goods upon delivery, please contact us with 48 hours of receiving your order. You can contact us using the live chat feature or you can visit the 'contact us' page and submit a form to "info@primalposture.co.uk", quoting your order number, along with a brief description of the fault, for further information on how to return your item (We always aim to respond within 24 hours of receiving your ticket). 

Depending on the situation, we may ask you to provide photos showing the fault or defect. We will then contact the supplier on your behalf for confirmation of the return.

Once you have contacted us and we have confirmed that your item is eligible for return, we will provide you with an address to return the item to.

Please make sure that you include the original receipt with the item so that your return can be processed by the supplier. Please also provide a brief description regarding the reason for the return (this can be written directly on the receipt itself or included in the parcel alongside it). Failure to do so may mean that the supplier is unable to process the return.

You will initially be responsible for paying for your own shipping costs for returning your item. If you are returning your item because it is faulty or damaged, we will reimburse the shipping costs once the item has been received and the fault has been confirmed.

We highly recommend that you use a trackable shipping service or purchase shipping insurance when returning your item. If you choose a shipping service without tracking, you are then liable for the product reaching us. We are not responsible for any products lost during transit and we don’t guarantee that we will receive your returned item.

Depending on where you live, the time it may take for your return to be received, or replacement product to reach you, may vary. 

Once the supplier has received the returned item, you will receive a confirmation email notifying you of this. We will then keep you updated regarding the status of your return.

Please contact us if you require further information regarding our returns policy.

Order cancellations

'Custom' orders are built with unique specifications and cannot be cancelled once manufacturing has commenced. We may be able to cancel the order if the request is made the same day the order is placed or if your order has not yet been processed.

'Ready To Ship' orders cannot be cancelled once the order has been processed and will be subject to our Returns Policy above. Please notify us immediately if you wish to cancel your order. Ideally cancellation requests should be made the same day your order was placed.

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