Refund Policy

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

Return & Exchange Policy

If you receive your Primal product and don’t love it, you can request a return within 30 days of its arrival for a full refund (excluding shipping fees).

To initiate a return, please contact us at support@primalice.com and we will provide detailed return instructions.

Return Conditions

To qualify for a return:

  • The order must be sent back in its original packaging.

  • The return request must be initiated within 30 days of delivery (after 30 days, all sales are final).

  • All components must be included.

  • Items must be in like-new, re-sellable condition.

Important: Refunds are not accepted for items purchased during sale periods or using discount codes.

Please contact us first before returning or exchanging any items — we will provide you with the necessary return steps.

International Orders

All international sales (delivery addresses outside Australia) are final. We do not accept cancellations, returns, or exchanges for international orders.

Refunds

Once we receive and inspect your return, we will notify you by email. If the refund is approved, it will be automatically issued to your original payment method within 10 business days.

Please note:

  • Shipping fees are non-refundable and will be deducted from the refund.

  • Your bank or credit card provider may require additional time to process the refund.

For any return questions, please reach out to us at support@primalice.com.

Warranty Policy

We stand by the quality of every Primal Ice product.

If you encounter a manufacturing defect in 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.

Warranty Conditions

To keep your warranty valid:

  • Follow all maintenance instructions provided at purchase.

  • Replace chiller filters at least every 6 weeks — failure to do so increases the risk of damage and voids the warranty.

The warranty does not cover:

  • Damage from misuse, accidents, unauthorized repairs, alterations, or normal wear and tear.

  • Natural fading of colors, 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.

How to Make a Warranty Claim

Please email support@primalice.com with:

  • Your order number.

  • Photos showing the issue.

  • A detailed description of your concern.

The more details you provide, the faster we can help you find the best solution.