Returns & Cancellations Policy

At Primal Ice, we want you to get benefit from your purchase, but if something’s not right, we’re here to help.

Return & Exchange Policy

At Primal Ice, we encourage all customers to carefully review their order before completing their purchase.

All purchases are final, and we do not accept returns, exchanges or cancellations due to a change of mind, incorrect product selection or personal preference.

This policy does not affect any rights or remedies available under applicable consumer protection laws.

If you believe your product is faulty, damaged or does not meet applicable consumer guarantees, please contact support@primalice.com so our team can assess your concerns and assist with the appropriate resolution.

Return Conditions

Please ensure all product specifications, dimensions, delivery details and order information are correct before completing your purchase.

We do not accept change-of-mind returns or exchanges, including for products that are unused or remain in their original packaging.

Any product concerns relating to faults, damage or applicable consumer guarantees will be assessed in accordance with relevant consumer protection laws.

Important Note – Before Dispatch

Orders for the Primal Ice Bath and The Premium Barrel may occasionally have shipping lead times of two weeks or longer. Estimated lead times will be clearly displayed at the time of purchase.

Once an order has been placed, cancellations due to a change of mind are not accepted, including where the order has not yet been dispatched.

Your rights under applicable consumer protection laws remain unaffected.

For the he Primal Ice Bath and/or The Premium Barrel our shipping method requires you to confirm delivery with our courier before drop off. If the courier attempts to contact are futile you will be responsible for the delivery and/or re-delivery fees.

Tubs/Baths

We encourage customers to carefully inspect their ice bath upon delivery and before use.

Change-of-mind returns or exchanges are not accepted, regardless of whether the product has been used or filled with water.

This does not affect your rights under applicable consumer protection laws where a product is faulty or fails to meet applicable consumer guarantees.

B2B Orders

All business to business orders are final.

International Orders

All international purchases are final in relation to change-of-mind requests. We do not accept change-of-mind cancellations, returns or exchanges for international orders.

Any mandatory rights under applicable consumer protection laws remain unaffected.

At Primal Ice, we stand behind the quality of our products.

If your product arrives damaged, is faulty or does not meet applicable consumer guarantees, please contact support@primalice.com with your order details and a description of the issue.

Our team will assess the matter and arrange an appropriate remedy in accordance with applicable consumer protection laws.

Nothing in this policy excludes, restricts or modifies any consumer rights that cannot lawfully be excluded.

Warranty Policy

We stand by the quality of every Primal Ice product.

If you encounter a manufacturing defect on a genuine Primal product purchased through our website, we will repair or replace it at our discretion — at no cost to you.

Warranty Coverage

As of July 1, 2025, all Primal tubs and chillers come with a 2-year warranty.
We have access to a network of local repair partners in Australia and the USA.
Primal covers all shipping and repair costs under warranty.

Extended Warranty

We offer an extended warranty at the time of purchase. To redeem your extended warranty you must reply to our warranty and follow the instructions which are:

To take an img of the serial number on your chiller.

Subscribe to filter refills to ensure proper function of the chiller.

Note: Failure to complete these steps voids the extended warranty. We will however provide 1 cost price replacement (inc shipping costs) in the event you have an issue throughout your warranty period.

Warranty Conditions

To keep your warranty valid:

Follow all maintenance instructions provided at purchase.
Replace chiller filters at least every 4 weeks — failure to do so increases the risk of damage and voids the warranty.
Filter must be purchased from Primal Ice to maintain warranty.

The warranty does not cover:

Damage from misuse, accidents, unauthorised repairs, alterations, or normal wear and tear.
Natural fading of colours, material wear, or corrosion over time.

Repair Assistance Outside Warranty

If your Primal product is damaged due to misuse, our team will assess the issue and:

Offer repair solutions at cost price where possible.
In cases where repairs aren’t feasible, we may extend a one-time discounted purchase offer on a replacement product.