Refund policy

 

We gladly accept returns of defective or incorrectly shipped items. Our soaps are handmade and will have slight variations on different batches. So please take that into consideration when looking at soap designs. Prior to returning the product, please contact our Customer Service department by email or at (800) 434-8277 for a return authorization within 30 days of receiving your order. If a return is necessary, the Customer Service Representative will provide you with a Return Authorization number.

When returning the product, please keep the following points in mind:

• Return in original packaging and condition.
• Shipping/handling fees are refunded only if the product is defective or shipped incorrectly by our company.
• COD will not be accepted; you must prepay the shipping costs.
• Mail your return using a traceable ground shipping method (we recommend UPS or FedEx).
• It may take up to 10 days to process the return and credit your account. All credits will be processed back to the original credit card.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@primalelements.com. If your return is accepted, we’ll send you shipping instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@primalelements.com.

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, so that we can evaluate the issue and make it right.

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 return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.