Refund policy

1. Introduction

This Returns Policy (Returns Policy) applies to all purchases from PRIMAL PURSUIT LIMITED and is incorporated by reference into our Terms and Conditions (Terms).

2. Change of Mind Returns

2.1 We want you to be happy with your online purchase. If you change your mind for any reason, we’ll gladly accept a return of any full priced item (except sale items), subject to the following conditions:

(a) you comply and have complied with all of our Terms including those additional conditions specified for specific products set out in this Returns Policy;

(b) the item(s) are returned in accordance with clause 6 within 30 days of purchase together with original proof of purchase (we suggest all items are tried on as soon as possible to ensure you are able to return items within the 30-day timeframe);

(c) the item(s) are returned in their original condition, unworn, unaltered and unwashed with their original protective bag or case with all original packaging or tags attached and where the products seal is not broken or tampered; and

(d) that you agree to comply with all steps to process the return as advised by us, including bearing the cost of shipping the Goods to us if applicable.

2.2 Sale, discounted, and special order items are Final Sale Items and are not eligible for refund, exchange, or store credit for a change of mind, unless faulty.

2.3 If your item is faulty, please contact us for a refund at primalpursuitnz@gmail.com

3. Faulty Goods

3.1 In the event that the Goods are faulty, damaged or broken, contact us at primalpursuitnz@gmail.com within a reasonable time of your purchase with the following details:

(a) Order number;

(b) Photo of the faulty Goods and a description of the fault(s); and

3.2 We reserve the right to require you to post the faulty Good to us for assessment as a faulty good (at your cost initially, with this cost being reimbursed to you if the Good is deemed to be faulty by us upon assessment).

3.3 We can assist you with a replacement, repair, refund or store credit, provided that upon assessment by us:

(a) the Good is considered damaged, broken or faulty or in breach of The New Zealand Consumer Guarantees Act; or

(b) the Good varies significantly to the description and/or images on the Sites; or

(d) the Good is otherwise in breach of The New Zealand Consumer Guarantees Act.

3.4 If you were informed that the items were faulty at the time of the purchase, you will not be eligible to a return for the disclosed fault.

3.5 We reserve the right not to accept a return where the fault occurs due to a customers misuse, neglect or reasonable wear and tear. To the maximum extent permitted by law, we will not be liable for any defect or damage to the Goods which may be caused or partly caused by or arise as a result of:

(e) your failure to properly maintain or store the Goods;

(f) your use of the Goods for any purpose other than that for which they were designed; your failure to follow any instructions or guidelines provided by us, including any care instructions; or

(g) fair wear and tear, any accident, or act of God.

4. How do I return an item?

4.1 Please email us at primalpursuitnz@gmail.com and we can direct you with an address.

4.2 On the receipt of the returned items, we will do a quick review and once cleared, you will receive a refund for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase.

4.3 We do our best to process refunds as soon as they are received but please allow up to 5 to 10 business days for returns to be processed. You will receive email notification of the status of your refund once finalised.

4.4 Sorry, we do not refund initial shipping charges for items returned, other than for faulty items. Primal Pursuit Limited is not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.

5. Do I have to pay for shipping the return?

5.1 Subject to our obligations under The New Zealand Consumer Guarantees Act or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items.

5.2 If the package does not reach us safely, we will not be able to complete the refund. You acknowledge and agree that we will not be liable for missing deliveries of returned Goods.

5.3 We encourage you to return your Goods via registered or traceable postal services as return parcels remain your responsibility until received by us and to retain proof of postage until you have received confirmation that your return has been processed.

6. What if my item is faulty?

6.1 We’re sorry if an item you have received is not in perfect condition. Please follow the returns process in clause 3 .

6.2 We will meet our obligations under The New Zealand Consumer Guarantees Act or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back.

6.3 Our Customers are very important to us and we want them to be happy with their purchases from us.

7. What If I Receive an Incorrect Item?

17.1 If you have received an item you did not order or are missing an item you ordered, please email us at primalpursuitnz@gmail.com so we can get your order sorted as soon as possible.

8. Can I exchange an Item?

Due to the limited and quickly changing numbers of stock we have online, we do not offer exchanges on any items. If you would like a different size or item, we recommend purchasing the new item and following the returns process for a refund.

9. Consumer Guarantees

9.1 This Returns Policy is not intended to replace or exclude any rights available to you under the New Zealand Consumer Guarantees Act.

9.2 If you believe an item purchased from us is faulty, you may have rights under the New Zealand Consumer Guarantees Act. Where there is a major failure with the item you may choose a refund, exchange or repair and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure. Where an item is damaged through misuse, we cannot provide a refund, exchange or repair.

9.3 Certain legislation including the The New Zealand Consumer Guarantees Act and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the New Zealand Consumer Guarantees Act, this policy and any terms and conditions specified on our Website.

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