Terms and Conditions

At primarelief™, we are committed to providing you with products that help temporarily relieve your pain and improve your quality of life. We believe in the effectiveness of our products, that’s why we are offering a 90-day, no-questions-asked guarantee.

Returns, refunds and exchanges policies and common questions:

WHERE CAN WE REACH YOU?

Our CS team is always available and will respond within 24 hours. Reach them at:

• Email: hello@primarelief.com
• Phone: +1 628-444-4669

To expedite the process, thru phone and email, please make sure to clearly state your order number, your issue/concern, your email (and first and last name) when you made the purchase. We will get back to you within 24 hours.

Please also be aware that some companies pose as primarelief™. If you have ordered some items and we can’t locate the order ID in our system, it’s most likely ordered from a company pretending to be primarelief™.

AM I ELIGIBLE TO RETURN THE PRODUCTS?

Yes, you are eligible to return your products within the 90 days period covered by our money back guarantee. If you ordered a subscription product, you are eligible to return the products within 30 days of the billing date. Please follow the instructions below:

• Email our support at hello@primarelief.com or Call at +1 628-444-4669
• Follow the instructions provided by our support specialist
• Once your request is approved, you will get a confirmation email with shipping guidelines

WHAT ITEMS ARE NON-REFUNDABLE?

Our 100% 90-day money-back guarantee policy provides you with a risk-free experience using our products. If, after using our products, you find them unsatisfactory and ineffective in providing relief, we will promptly refund the full amount you paid.

For subscription products, we offer a 30-day money-back guarantee. If after using your subscription product, you find them unsatisfactory and ineffective, we will promptly refund the full amount you paid within 30-days of the billing date. 

I RECEIVED A DAMAGED ITEM. WHAT SHALL I DO?

If the purchased product is damaged, reach out to us thru email within 7 days after the delivery date. Please provide a brief description and video/picture of the damaged product. We will immediately issue a replacement. To expedite the process, please make sure to follow this format when emailing our Customer Support team:

Subject line: Damaged or Defective product

• Order No.:
• Full name:
• Description and photo or preferably a video of the defective product
• Contact email address:
• 
  

MY PRODUCT WAS LOST IN TRANSIT, OR WAS STOLEN.

If you have purchased a Porch Pirate Protection item to cover theft and products lost during transit, we will immediately issue a replacement. To expedite the process, please make sure to use this format when emailing our customer support team:

Subject line: Stolen, lost in transit order with porch pirate protection

• Order No.:
• Full name:
• Contact email address:

Our CS team will immediately initiate a replacement for you.

MY ORDER WAS LOST IN TRANSIT/STOLEN, AND I DID NOT PURCHASE THE PORCH PIRATE PROTECTION:

We advise you to reach out to your post, local carrier and state what has happened. We cannot guarantee a full refund or replacement for the lost or stolen items.

MY ORDER IS TO BE SHIPPED TO AN ADDRESS OUTSIDE OF THE US/AU AND OTHER COUNTRY SPECIFIC STORES OFFERED BY PRIMARELIEF. DO YOU SHIP TO COUNTRIES OUTSIDE THESE COUNTRY SPECIFIC STORES?

You may order from our US/UK and AU stores, however, we cannot guarantee that it will be delivered nor can we guarantee that you won’t pay the customs fee.

HOW DO I SHIP BACK THE ITEMS?

For instructions on how to ship the returned products, refer to the email received after placing the return request. *Note: Customers are responsible for shipping their returns back, we do not provide return labels. Please also do not return the product without prior consultation with our team.

WHAT ARE MY REFUND OPTIONS?

The following refund options are supported:

• Refund to the original payment method
• Refund to the store credit (if applicable)

HOW SOON WILL I GET MY REFUND?

As soon as you returned the product and was inspected by our team, we will send an email about the approval or rejection of your refund request. Items must be in good working condition, and all the manuals and other accessories are included there in.

LATE OR MISSING REFUNDS

If you have not yet received a refund, please follow these steps to resolve the issue:

1. Double-check your bank account to ensure that the refund has not been credited yet.

2. Contact your credit card company as it may take some time for the refund to be officially posted.

3. Reach out to your bank as there is usually a processing period before the refund is posted.

If you have completed these steps and still haven't received your refund, please feel free to contact us at hello@primarelief.com.

WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME.

Thank you for choosing primarelief™. We appreciate your business and look forward to helping you manage your pain and improve your quality of life.

Have questions?

Don’t hesitate to email us at hello@primarelief.com, or call us at +1 628-444-4669. We are here to help :-).