Returns & Refund Policy

Last updated: March 2026

We want you to be completely satisfied with your Primex Nutrition order. If for any reason you are not, we're here to help.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, you must notify us within this 14-day period.

2. Self-Serve Returns via Your Account

The fastest way to initiate a return is directly through your Primex Nutrition account:

Sign in to your account at account.primex-nutrition.com
Go to Orders and find the order you wish to return
Click Request return on the relevant order — this button appears on orders within the 14-day returns window
Select the item(s) you wish to return and the reason
Submit your request — we will review it and respond within 1 business day with return instructions

Don't have an account yet? Create one here using the email address you placed your order with, and your order history will be linked automatically.

3. Return by Email

Alternatively, contact us directly within 14 days of receiving your order:

Email: info@primex-nutrition.com

Please include your order number, the item(s) you wish to return, and the reason. We will respond within 2 business days with return instructions.

4. Condition of Returns

To be eligible for a return, items must be:

Unused and in the same condition as received
In the original, unopened packaging with all seals intact
Returned within 14 days of our confirmation

For hygiene and food safety reasons, we are unable to accept returns of opened or partially used products, unless the item is faulty or not as described.

5. Faulty or Damaged Items

If your order arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery with photos of the damage. We will arrange a free return and issue a full refund or replacement at no additional cost to you.

6. Return Postage

Faulty or incorrect items: We cover the cost of return postage
Change of mind returns: Return postage is the customer's responsibility

We recommend using a tracked service as we cannot accept responsibility for items lost in transit.

7. Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Your bank may take additional time to post the refund.