Cancellation, Refund & Returns Policy

Primal Zone facilitates the delivery of custom-compounded prescription medications. This policy outlines our procedures for cancellations and refunds to ensure compliance with Australian health regulations and consumer law.

According to Australian health regulations, once compounded products have left the pharmacy, they are no longer considered to be in saleable condition, even if the packaging remains unopened. Due to these safety and regulatory requirements, we are unable to offer refunds, returns, or exchanges for any products once they have been dispatched from the compounding pharmacy.

If you need to cancel a recent medication order, you must contact us immediately by raising a support ticket via the Primal Zone Patient Portal or emailing us at ignite@primalzone.com.au.

Within 24 Hours: We will action your request and provide a refund if the cancellation is made within 24 hours of purchase.

Beyond 24 Hours: Orders cannot be cancelled or refunded once they have been in the system for more than 24 hours, as they have already entered the production phase.

Ineligibility: If our medical team deems you ineligible for treatment prior to your consultation, you will be notified and your consultation fee will be refunded in full.

Completion of Service: Once a consultation has taken place, the fee is non-refundable as the service has been provided. If you choose to proceed with a consultation after being informed of potential ineligibility, the fee remains non-refundable.

Occasionally, Primal Zone offers promotional sales.

Price Adjustments: Orders placed before a sale period are not eligible for retroactive discounts or price adjustments once a sale starts.

Cancellations: Orders cannot be cancelled or refunded due to a "change of mind" once a sale period begins. All in-progress orders are bound by the terms and pricing of the original purchase date.

Under Australian Consumer Law, the risk of loss or damage to goods passes to the consumer once the package has been dispatched.

Transit Responsibility: Responsibility for goods in transit falls to the courier company. Primal Zone is not responsible for issuing refunds for items lost or damaged by the courier; however, we will provide you with the necessary documentation to support your claim with the provider.

Incorrect or Faulty Goods: If your order is incorrect or faulty, please notify us via the Patient Portal or email within 48 hours. Please provide your name, order number, a detailed description, and a photo of the goods.

Recipient Responsibility: Primal Zone is not liable for the spoilage of compounds resulting from delayed collection or a failure to refrigerate products promptly upon delivery.

Primal Zone and our medical practitioners reserve the right to refuse prescribing for any reason deemed appropriate by the physician, including medical contraindications or safety concerns.

In accordance with the Patient Conduct & Professionalism standards in our Terms & Conditions, Primal Zone maintains a zero-tolerance policy toward behavior that is antagonistic, aggressive, or abusive. If a client is discharged from our service due to harassment or a breach of these conduct standards, we reserve the right to refuse any pending refunds for services already rendered.

For questions about this Cancellation, Refund & Returns Policy or to discuss a refund request, please contact us:

Primal Zone Pty Ltd
Email: ignite@primalzone.com.au
Phone: 1800 774 625