Refund policy

Last updated: 1 September 2026

Returns, refunds and our 90-day money-back guarantee

We want every customer to feel confident ordering from Dr.Primal. Please read the policy below before ordering — it explains your rights, our guarantee, and how to make a claim. By placing an order you accept these terms.

Statutory cancellation window	14 days from delivery (UK & EU)
90-day money-back guarantee	90 days from delivery. Cash refund to your original payment method. Opened bottles included.
Faulty, damaged or incorrect items	Tell us and we put it right — refund or replacement, our shipping cost
After 90 days	No returns except faulty goods or where required by law
Return shipping (change of mind)	Paid by you
Return shipping (faulty, damaged or incorrect)	Paid by us
Opened bottles	Covered. No need to send them back.
Free gift items	Yours to keep. Nothing is deducted from your refund.
Guarantee claims	One per customer or household
Return authorisation	Required before shipping anything back. Unauthorised returns are refused.

1. Your statutory cancellation right — 14 days

If your order is delivered in the UK or EU, you may cancel within 14 days of receiving it without giving a reason.

To cancel: contact us as set out in Section 5. We will reply with a Return Authorisation (RMA) number and the return address within 2 business days.

You may cancel using the model cancellation form set out at the end of this section, by any other clear statement that you have decided to cancel, or simply by emailing us at help@drprimal.com. Using the form is optional — any clear statement of your decision is equally valid, and you never have to give a reason. We will acknowledge receipt of your cancellation without delay.

Then: you have 14 further days from the date you notify us to dispatch anything you are returning. Returns dispatched after this deadline are not accepted under this section.

Return shipping is at your cost under this section. Tracked return shipping to our returns address is paid by you and is not refundable. While we are pleased to offer free shipping on eligible orders, this applies only to the original shipment from Dr.Primal to you.

Opened bottles. You may cancel under this section whether or not you have opened a bottle, and we do not deduct anything from your refund for a bottle that has been opened or partly used. Our 90-day guarantee in Section 3 covers opened bottles outright, so it would make no sense to charge you for one here. You do not need to send opened bottles back — please keep or dispose of them. Any unopened bottles from your order should be returned.

We may require unopened bottles to be returned and received before a refund is issued, or proof of postage to be supplied.

Refund timing: we refund within 14 days of receiving the goods back, or of you supplying proof of postage — whichever is earlier — to your original payment method.

The form below is also available on its own page at drprimal.com/pages/cancellation-form, so you can reach it without reading through this policy.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To Dr. Primal help@drprimal.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.

You can copy this form into an email to help@drprimal.com, or print it and post it to the address above.

2. Faulty, damaged or incorrect items

Please check your order when it arrives. Contact us as set out in Section 5 if:

a bottle arrives damaged, leaking or crushed;
the tamper seal is broken or missing;
you received the wrong item, or an item is missing from your order;
the product is past its best-before date, or so close to it that you could not reasonably finish the bottle;
your parcel has not arrived. Until delivery the parcel is at our risk, so a parcel lost in transit is replaced or refunded at your choice and at our cost. Our Shipping Policy sets out when to get in touch.

UK customers have a 30-day short-term right to reject faulty goods for a full refund under the Consumer Rights Act 2015; EU customers have equivalent rights under the applicable legal guarantee.

Where an item is genuinely faulty, damaged or incorrect, we pay return shipping and provide a prepaid label. In most cases we will not need the item back at all — a short description, and a photograph if you happen to have one, is usually enough to settle it. A photograph is never a condition of your legal rights.

Once reviewed, we will provide a replacement, a refund or another appropriate resolution. Where you are entitled to reject the goods and you want a refund, you will receive one — you are never required to accept a replacement instead.

3. Our 90-day money-back guarantee

Beyond your statutory rights, we voluntarily offer a 90-day money-back guarantee. Give the product a full three months. If nothing changes for you, email us and we refund you.

Window: 90 days from the confirmed delivery date of your order.
Refund: the purchase price, in cash, to your original payment method. This is a refund, not store credit, and there is no restocking fee.
Opened bottles are expressly included. You have to take the capsules to know whether they work for you, so an opened or part-used bottle does not affect your claim. You do not need to send opened bottles back — please keep or dispose of them.
No evidence is required. We do not ask for photographs, video, a checklist or a reason.

The conditions are these, and they are the whole list:

One guarantee claim per customer or household, lifetime.
Unopened bottles from a multi-bottle order must be returned. If you would rather keep them, we will simply deduct their value from your refund — tell us which you prefer when you claim.
Request an RMA before sending anything back (Section 5). Unauthorised returns are refused and returned to sender at your cost.
You pay return shipping for any unopened bottles you send back under this section.

This section is a goodwill offer in addition to your legal rights. It does not limit Sections 1 or 2, and where your request falls inside the statutory 14-day window, Section 1 applies instead.

4. After 90 days

No returns are accepted more than 90 days after delivery, other than for faulty goods under Section 2 or where required by law.

5. How to file a claim

To request a refund, a replacement or a return authorisation, email us at help@drprimal.com. Please include:

your order number;
whether you are cancelling under Section 1, reporting a problem under Section 2, or claiming under the 90-day guarantee in Section 3;
a brief description of the issue or your experience.

We reply within 2 business days with either a resolution or your RMA number and return address.

6. Subscriptions

If your order was placed on a subscription, you may cancel future renewals at any time by contacting us at help@drprimal.com. Cancelling a subscription stops future charges; it does not by itself refund deliveries already made, which are covered by the sections above.

7. Free gift items

Some orders include free gift items. If you return your order or claim under the 90-day guarantee, the gift is yours to keep. We do not ask for it back and we do not deduct its value from your refund.

8. Non-returnable

The following are excluded from the Section 3 guarantee. Your statutory rights under Sections 1 and 2 are unaffected.

Gift cards.
Items clearly marked Final Sale or Clearance at the time of purchase.

Opened bottles are not excluded. An opened bottle is exactly what this guarantee is for.

9. Return conditions

These apply only where you are actually sending something back — usually unopened bottles.

An RMA number is required before dispatch. Write it clearly on the outside of the parcel. Items returned without prior authorisation are not accepted.
Use a tracked service and send us the tracking number when you dispatch. Risk in transit is yours until we receive the parcel, and we cannot refund returns that do not arrive. Retain your proof of postage.
Returns must go to the address on your RMA, not the address on the parcel you received.

10. Refunds

Statutory cancellations (Section 1): within 14 days of receipt of the goods or of your proof of postage, whichever is earlier, to the original payment method.
Faulty, damaged or incorrect goods (Section 2): within 14 days, to the original payment method, including return shipping.
90-day guarantee (Section 3): within 5 business days of your claim being approved, to the original payment method.

Your bank or payment provider may require a further 3–5 business days to process and display the refund.

Refunds apply to the purchase price of the product. They do not include return shipping, taxes, customs duties or import charges, except where required by law. Where outbound delivery was charged, we refund the standard delivery rate only — not expedited or premium upgrades. Orders that shipped free of charge have no outbound delivery cost to refund.

11. Abuse of this policy

The 90-day guarantee is offered in good faith and is meant to be used once, by someone who genuinely tried the product. We may decline goodwill claims under Section 3, and decline to accept future orders, where we identify repeated or duplicate claims across accounts, addresses or payment methods, or claims we reasonably believe to be inaccurate. Your statutory rights under Sections 1 and 2 are unaffected.

12. Chargebacks

If you believe you are owed a refund, please contact us first — we will resolve it. Filing a chargeback before contacting us delays resolution and costs us more than the refund would.

13. Legal

By submitting a refund or replacement request, you confirm that the information you provide is accurate and truthful and relates to the item purchased. Anything you send us will be used solely for customer support and claims processing, in accordance with our Privacy Policy.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK), or the Consumer Rights Directive and applicable national law (EU).

Dr.Primal products are dietary supplements. They are not intended to diagnose, treat, cure or prevent any disease.