Refund policy

Return & Refund Policy – Primal Marin

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unused and in its original packaging
  • Accompanied by proof of purchase (receipt or order confirmation)

Return Process

To initiate a return, please contact us at help.primalmarin@gmail.com with your order details.

Once your return request is reviewed and approved, you will receive instructions on how to proceed.

Important:
Returns sent without prior approval will not be accepted.

Return Shipping & Responsibility

Please note the following conditions carefully:

  • Customers are fully responsible for covering the return shipping costs.
  • We do not provide prepaid return labels.
  • The return shipment must be arranged and paid by the customer in order for the return to be processed.
  • We strongly recommend using a trackable shipping service, as we are not responsible for lost or missing return shipments.

Return Address

All approved returns must be sent to the following address:

Recipient: Huiqian Logistic – 17504
Phone: +86 17328367437
Address: Room 501, 5th Floor, Building 10, No.180 Maozhushan, Qiaoli Village, Changping Town, Dongguan City, Guangdong Province, China 523000

Brand & Packaging Notice

In some cases, due to stock availability or international logistics operations, your order may be shipped with the name “Mama Bear” displayed on the product label or packaging.

Please note that:

  • This product is still an authentic Primal Marin product.
  • The formula, ingredients, quality standards, and production process remain exactly the same.
  • The packaging name difference is only related to international distribution and stock management processes.

Important:
We only guarantee the authenticity and safety of products purchased directly from our official channels. Products sold under similar names by unauthorized third parties may not meet our quality standards and could potentially be unsafe for skin use.

If you have any questions regarding your product packaging or authenticity, please contact us at help.primalmarin@gmail.com before use.




Refund Conditions

  • Refunds will only be processed after the returned item has been received and inspected at our facility.
  • If the return is approved, your refund will be issued to your original payment method.
  • Please allow up to 10 business days for the refund to be processed after approval.
  • Additional processing time may be required by your bank or payment provider.

Damages & Issues

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue.

Non-Returnable Items

We do not accept returns for:

  • Personal care products that have been opened or used
  • Sale items
  • Gift cards
  • Hazardous or flammable materials

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original product (following the return process) and place a new order.

European Union – 14 Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, provided the item is unused and in its original condition.

Important Notice

Returns that do not comply with the above conditions (including unpaid return shipping or unauthorized returns) will not be eligible for a refund.

If you have any questions regarding your return, feel free to contact us at help.primalmarin@gmail.com.

Primal Marin Support Team