Last updated: 01/11/2026
If something isn’t right with your order, you can return it for an exchange or a refund within 14 days of delivery. This page explains how.
Returns and exchanges
- You can return items within 14 days of the day they’re delivered to you.
- Items must be unused and unwashed, in the condition you received them, with their original tags and packaging.
- You can exchange an item for another size or colour if we have it in stock, or return it for a refund.
Items we can't take back
We can’t accept items that have been worn for training or washed, that were damaged after delivery, or that come back without their tags or packaging, unless they were faulty.
Faulty, damaged or wrong items
If an item arrives faulty or damaged, or isn’t what you ordered, tell us within 14 days of delivery, with a photo if you can. We’ll replace it or refund it in full, including the delivery charge, and we’ll pay to have it sent back.
How to return an item
- Contact us at theprimalgear@gmail.com or +94 783 374 904 within 14 days of delivery, with your order number and the item you’d like to return or exchange.
- We’ll confirm your return and tell you how to send it back.
- Pack the item securely with your order number inside and send it to: PRIMAL GEAR (PVT) LTD, 20A, Nanda Mawatha, Nugegoda 10250, Sri Lanka.
- When it arrives, we’ll check it and email you to let you know whether your refund or exchange is approved.
Return delivery costs
If you’ve changed your mind or need a different size, you pay for sending the item back, and the original delivery charge isn’t refunded. We deliver the replacement for an exchange free of charge. If the item was faulty, damaged or wrong, we pay for the return.
Refunds
- We send approved refunds within 5 working days of receiving your return.
- Online payments made through OnePay are refunded to the card or account you paid with. Most refunds reach you within 3 to 5 working days after that; some banks take up to 10 working days.
- Cash on delivery orders are refunded by bank transfer. We’ll ask for your bank details when we approve your refund.
Cancelling an order
You can cancel an order free of charge at any time before it’s dispatched: contact us as soon as you can. If you’ve paid online, we’ll refund the full amount, including the delivery charge. Once an order has been dispatched, the return policy above applies.
Need help?
Email theprimalgear@gmail.com, call +94 783 374 904, or see our Contact page. Our Terms and Conditions apply to every order.