Refund policy

30-Day Satisfaction Guarantee & Returns Policy

Effective Date: 11/19/2025

At Primal Power, we stand behind the quality of our products. We want you to be completely satisfied with your purchase, which is why we offer a 30-Day Satisfaction Guarantee on your first order.

Our 30-Day Satisfaction Guarantee

Who Qualifies

Our satisfaction guarantee applies to your first purchase with Primal Power only. This gives you the opportunity to try our products risk-free.

Important: The guarantee applies to your first order, whether it's a one-time purchase or subscription. Subsequent orders are not eligible for refunds under this guarantee.

How It Works

If you're not completely satisfied with your first order for any reason, you have 30 days from the date you receive your order to request a full refund.

To request a refund:

  1. Visit primalpower.com/guarantee and complete the satisfaction guarantee form
  2. Our team will review your submission within 48 hours
  3. Once approved, we'll email you confirmation and process your refund
  4. Refunds are processed within 72 hours of approval (typically 3-5 business days)
  5. The refund will be credited to your original payment method

You keep the product – no need to ship anything back to us.

What We Need From You

When you submit the guarantee form, please provide:

  • Your order number
  • Email address used for the purchase
  • Brief feedback about your experience (helps us improve!)

Full Refunds Only

We offer full refunds only on eligible first orders. We do not provide partial refunds for partially consumed products.

Damaged or Defective Products

If your order arrives damaged or defective, we'll make it right with a free replacement.

How to Report Damage

  1. Inspect your order immediately upon delivery
  2. Take clear photos of the damaged product and packaging
  3. Email us at support@primalpower.com with:
    • Your order number
    • Photos of the damage
    • Brief description of the issue

We'll review your claim and send a replacement at no cost to you.

Important: Damage must be caused by the shipping carrier (UPS, USPS, FedEx, DHL) during transit. We cannot replace products damaged after delivery or due to improper storage.

Response Time

We'll respond to damage claims within 48 hours and ship your replacement as quickly as possible.

Note: Damaged product claims are separate from our satisfaction guarantee and do not count against your first-order guarantee eligibility.

Lost or Stolen Packages

Tracking Your Order

All orders include tracking information sent to your email. We recommend monitoring your shipment and arranging to be home or have a secure delivery location.

If Your Package Is Lost

If tracking shows your package as delivered but you didn't receive it:

  1. Check with neighbors and building management
  2. Verify the delivery address in your order confirmation
  3. Wait 24 hours (sometimes carriers mark packages as delivered early)
  4. Contact us at support@primalpower.com with your order number

We'll review the tracking information and work with the carrier to locate your package.

If Your Package Is Stolen

Unfortunately, once a carrier confirms delivery, the package is no longer in our control. We handle stolen package claims on a case-by-case basis.

We strongly recommend adding Shipping Protection at checkout to protect against theft, loss, and damage. See details below.

Shipping Protection (Recommended)

Protect Your Order for $1.99

We offer optional Shipping Protection powered by Route (or similar service) for $1.99 per order.

Shipping Protection covers:

  • âś… Lost packages
  • âś… Stolen packages
  • âś… Damaged items
  • âś… Wrong items delivered

How to add protection: Simply check the Shipping Protection option in your cart before checkout.

How to file a claim: If you purchased Shipping Protection and need to file a claim, you'll receive instructions in your order confirmation email or can visit your order tracking page.

Wrong Item Received

If we shipped you the wrong product:

  1. Email support@primalpower.com immediately with:
    • Your order number
    • Photo of the item you received
    • Description of what you ordered vs. what arrived
  2. We'll send you the correct product at no charge
  3. You can keep the incorrect item—no need to return it

What Cannot Be Refunded

The following are not eligible for refunds:

❌ Second or subsequent orders – Our satisfaction guarantee applies to first orders only

❌ Subscription shipments after the first – Your initial subscription order qualifies for the guarantee; recurring shipments do not

❌ Orders beyond 30 days – Guarantee requests must be submitted within 30 days of delivery

❌ Gift card purchases – Gift cards are non-refundable

Policy Abuse Prevention

We trust our customers, but we reserve the right to deny refund requests if we detect:

  • Multiple guarantee claims from the same customer or household
  • Fraudulent activity or misuse of our policies
  • Violations of our Terms of Service

Primal Power may refuse service or deny future refund requests to customers who abuse this guarantee.

Subscriptions & Refunds

First Subscription Order

Your first subscription shipment qualifies for our 30-Day Satisfaction Guarantee, just like any first order.

Recurring Subscription Shipments

Future subscription shipments do not qualify for refunds. However, you can:

  • Pause your subscription anytime
  • Cancel your subscription anytime (no penalty)
  • Skip a shipment
  • Change your delivery frequency

Manage your subscription anytime in your customer portal or email support@primalpower.com.

For more details, see our Purchase Options & Cancellation Policy.

Refund Processing Timeline

Once your guarantee claim is approved:

Processing: Within 72 hours of approval
Refund appears: 3-5 business days (typically)
Total timeline: 5-10 business days from approval to funds in your account

Refunds are issued to your original payment method. Depending on your bank or credit card company, it may take additional time for the refund to post to your account.

If you haven't received your refund within 10 business days of approval, please contact us at support@primalpower.com.

No Physical Returns Required

For satisfaction guarantee refunds, you do not need to return the product. We handle everything digitally through our guarantee form.

Exception: If we specifically request a product return for quality control purposes, we'll provide a prepaid return label and instructions.

Questions?

Have questions about our guarantee or need help with a return?

📧 Email: support@primalpower.com
⏰ Response Time: Within 48 hours

We're here to make things right.

Our Promise

We created Primal Power because we believe in our product. Our 30-Day Satisfaction Guarantee gives you the confidence to try ancestral nutrition without risk.

If you're not satisfied, we want to know why—and we'll make it right.

This policy applies to all purchases made at primalpower.com. We reserve the right to update this policy at any time. Any changes will be posted on this page with an updated effective date.