Primal Desires have a mission to provide your with satisfaction and happiness as a result of your chosen purchase. While we work to provide the best products that are both reliable and affordable, it is always inevitable that there will be some products that don’t meet your expectations or ours. Our Refunds and Returns Policy has been put in place to clearly explain how we will handle your unsatisfactory products and what you expect from us. We recommend reading and understanding this policy before making your purchase.
Any refunds or store credits will only be to the value paid for a product. Where a discount was provided as part of the product purchase, this will not be refunded but may be provided as a store credit for a future purchase. We regret that we will be unable to refund the cost of delivery in most cases (except where a product is supplied incorrectly or is deemed faulty on arrival) however we will provide free return delivery provided we are contacted and able to arrange for the return delivery through our delivery services.
Incorrectly Supplied Products
Where Primal Desires has incorrectly provided the wrong product either in colour, size, shape or other variation, we will immediately arrange for the return of the incorrect product. Once we have confirmation that the product has begun its journey back to us, we will arrange for an immediate replacement that does fit the original product ordered where possible or alternatively at our discretion, offer a refund or store credit or exchange for an alternative product if there is no way to correctly supply the ordered product. You must advise Primal Desires of the incorrect product within 7 days of receiving the product and it must be unopened, unused, unworn and or returned in its original condition with any tags still attached.
Assigning Product Fault
Unless otherwise stated, all products are covered by a 1 year product warranty except for consumable items such as batteries, lube and massage products, wax based products, condoms and items that generally have a short life-span or best before date for your personal safety and well being.
Products that do not meet the manufacturer’s intended or stated performance and ultimately do not meet your expectations are certainly going to get our attention. In this instance, we will be happy to accept the product back in exchange for, at our discretion, a refund, store credit or in the likely event that its just a faulty item and other items do function and meet stated performance levels, we will provide an immediate replacement after determining this is the cause.
Products such as rope, lingerie and other products than may be cleaned through laundering must be done so in an appropriate manner such as gentle hand-washing or using a garments bag in water with a neutral pH detergent or washing powder. It is preferable to initially wash these items separately from other clothing or fabrics as there may be some colour run especially if there is custom dyed colours such the ones in some of our custom coloured rope. We find the best water temperature for washing is in cold to mildly lukewarm water. Items should be air dried preferably or if necessary, in a garment bag in a dryer set to a low or iron temperature for no more than 30 minutes. If it is still damp after this, we recommend air drying under a fan until the product is completely dry – do not increase the temperature in an effort to speed up the drying process as this may damage the product. Primal Desires cannot accept any liability or responsibility for products under the terms of warranty that have been incorrectly laundered or have been subject to normal wear and tear. Natural fibre products such as some types of rope should not be dried using a dryer and should be air dried and then treated with conditioning product to maintain the products quality and strength.
Other products such as leather based products, silicone, rubber and latex products are best cleaned with prescribed specialised cleaning products. Water should not be used on leather based products wherever possible. Products which have been cleaned with inappropriate cleaning solutions cannot be accepted for return. If your product shows signs of deterioration after minimal use and with appropriate cleaning and storage, we will happily accept the product for return and replace it or provide a refund or store credit.
Change of Mind
There are going to be times when you realise that you have ordered the wrong size or colour for what you wanted. These instances fall into our “change of mind” returns we will cover you for 30 days after you receive the product to tell us you would like to exchange it for a different product. All we ask is that the product is returned unopened, unused, unworn and or returned in its original condition with any tags still attached. We will provide you with free return delivery and will either exchange the product for another one or give you a store credit to use on a future purchase.
Please note, that Primal Desires cannot accept return of any used or worn products which are not faulty through a manufacturing fault, performance or quality issue due to health reasons.
Product Sent Without Consent
We hope this will never happen however if you should receive a product from us that was sent to you without your consent (that is, someone has ordered a product and sent it to you for the purpose of humiliating you without your full and enthusiastic consent or you fall into another category such as under 18 or a vulnerable person who did not place the order), please get in touch with us as soon as possible and we will arrange an immediate return of the product to us and commence an investigation into how this occurred, taking any actions we deem necessary. Additional delivery costs may be recovered from the person who places an order if, as a result of a consent complaint, we find that product(s) needs to be returned due to the receiver being harmed, humiliated or shocked intentionally or was under the age of 18 or considered a vulnerable person unable to enthusiastically consent to receiving the product(s). Any additional delivery cost in this instance will be deducted automatically from any refund amount we process.
To make a return, please fill in the form below and we will get in touch with you within two(2) business days to arrange your return. Returns must be completed within 7 days of arrangements being made with any instructions provided to facilitate the return such as packing labels, adequate packaging (for example, wrapped in bubble wrap or placed in an undamaged box – not crushed or torn) and using the delivery service which we have specified and paid for to cover the return of the product.