As you should know by now, we are passionate and proud of our products and quality of service.

We want you to have an enjoyable experiencing shopping with us, as well as using each and every product you receive.
Soooo…

Did you receive an incorrect product OR was the item damaged?

PLEASE let us know within 24 hours of delivery and send us a few photos of the product/damage. Once our team analyzed the photographs together with your email information, Pure Primal will reply within 2 working days. We will then ask you to return the item/s to us at Pure Primal within 7 days of our reply. See shipping details below.

Are you dissatisfied with the quality?

We would love to hear more so that we can better our products and raise the bar!
Please notify us within 7 days of receipt of the product.
A team member from Pure Primal will analyze your comments and be in touch within 2 working days.
*You will be required to pay for the shipping on the items you want to return to us, at the Pure Primal head office.

How to Return a Product:

1. Give us a holler at 011 958 2934 and talk to us! We want to know what went wrong so we can prevent future reoccurrences. OR email us at info@pureprimal.co.za with a hint as to what you are writing to us about. Please add wording e.g. “Return/damaged goods etc.” in the subject line, and a brief description on the issue you had with the product you purchased? Remember to include a few photos.
Also include the original tracking number relating to your order. Please let us know if your preference will be a product exchange or some in store fat bucks to spend online with us. We will then reply back to you, within 2 working days.

2. When we reply with further instructions, only then do you send the item/s back to us at Pure Primal. Please return the product/s, including the original packaging and a copy of your original order’s email confirmation.
PLEASE notify us once you have sent the package off &remember to include the Postal tracking number for us to keep an eye out for the package.

Address the package to:
Pure Primal
Ruimsig Post Office
(Ruimsig Shopping Centre, Doreen Rd)
Ruimsig,
Johannesburg,
1733
3. Upon receipt of the parcel, we will fulfill your request: send the exchange product off to you or deposit some fat bucks into your Primal account to use towards your next purchase.

Lost Packages

PLEASE use the tracking number you received from us once you placed & paid for your order. Enter it here http://www.fastway.co.za/our-services/track-your-parcel
You should see all the movements relevant to your package/tracking number.
PLEASE note: If this link does not find your tracking number within 36hrs of paying for your online order, call Pure Primal or drop us an email. We will speedily sort this for you.

Do not wait days before suddenly realizing you are missing your Pure Primal goodies! Time is of an essence.

We have never had stolen goods thus far and trust we will not in the future.
IF this occurs though, we will within 30days either pass an online store credit OR resend your package OR refund you, given the tracking number does not register a recipient.

If you never received your products, you have 30 days from the day you placed your order to notify us. All packages are sent with a Tracking Number. Tracking information is sent to the email account that you provided to us upon checkout. If your tracking information indicates that your package was delivered but you never received it, please contact your local postal carrier or customs office (for international packages). We are not responsible for providing refunds if your tracking information indicates that your package was delivered.

Now for the boring BUT needed T’s and C’s

Pure Primal (PP) will have to collect personal information from our online store users when they register & settle payment. PP asks that each customer provides accurate information, for deliveries to be dealt without any hiccups or delays. Please double check your Name, email address, mailing address, phone number, credit card information etc. Sharing your personal information PP does not sell, trade, or rent your personal identification information to ANYONE.