Returns & Damaged Items
Our Commitment to Quality
Every Primal Replicas piece is handmade, finished and individually inspected in our workshop in Perth, Western Australia.
We take great care to ensure that your replica matches the description and photographs shown on our website and arrives safely.
Because each piece is finished by hand, small differences in colour, shading, texture and surface detail may occur. These natural variations are part of the handmade character of the product and are not considered faults.
Damaged Items
Although every order is carefully packaged, our replicas can contain delicate anatomical features that may occasionally be damaged during transport.
If your order arrives damaged, please contact us as soon as possible at info@primalreplicas.com.
Where possible, please notify us within five business days of delivery. Prompt notification helps us investigate the damage and lodge a claim with the delivery provider.
Please do not discard the product or any of the original packaging until we have reviewed your claim.
Information Required for a Damage Claim
To help us assess the damage, please include:
- Your full name and order number
- Clear photographs of the damaged area
- Photographs of the complete item
- Photographs of the internal and external packaging
- A photograph showing the shipping label
- A brief description of the damage
Please do not attempt to repair, alter or return the item before contacting us.
How Damaged Items Are Resolved
Once we have reviewed the information provided, we will work with you to determine the most appropriate solution.
Depending on the nature and extent of the damage, this may include:
- Providing a replacement component
- Arranging a repair
- Replacing the damaged item
- Providing a partial or full refund where appropriate
Because our products are handmade, replacement items may require the standard production period before they can be dispatched.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us at info@primalreplicas.com and include photographs of the item received.
We will arrange an appropriate replacement or other remedy at no additional cost to you.
Returns
Please contact us before returning any product.
Returns sent without prior approval may not be accepted, as we need to provide the correct return instructions and determine the safest way for the item to be packaged.
Where a return is required because an item is faulty, damaged or incorrect, Primal Replicas will arrange or reimburse reasonable return delivery costs where applicable.
Please package all returned items securely and, wherever possible, use the original protective packaging.
Change-of-Mind Returns
Because every Primal Replicas item is individually handmade and prepared specifically for each order, we do not normally accept returns or exchanges for change of mind.
A change of mind includes:
- Deciding that you no longer want the item
- Ordering the wrong product or size
- Finding a similar product elsewhere
- Deciding that the item is unsuitable after receiving it
- Minor handmade variations in colour, texture or finish
Please review the product description, measurements and photographs carefully before placing your order.
This change-of-mind policy does not affect your rights where an item is faulty, damaged, incorrectly supplied or substantially different from its description.
Custom and Special Orders
Custom-made, modified, personalised and specially commissioned products cannot be returned or exchanged for change of mind.
If you need to cancel a custom or special order, please contact us immediately. A cancellation may be possible if production has not yet begun.
Once design, material purchasing or production work has commenced, cancellation may not be possible or costs already incurred may be deducted from any approved refund.
This does not affect any rights you may have if the finished product is faulty or does not match the agreed specifications.
Order Cancellations
Standard orders may be cancelled before production begins.
Please contact us as soon as possible at info@primalreplicas.com if you need to request a cancellation.
Because most products begin production shortly after an order is received, cancellation cannot be guaranteed once work has commenced or the order has been dispatched.
Refund Processing
Approved refunds will generally be returned to the original payment method used for the order.
Once a refund has been issued, processing times may vary depending on your bank, card provider or payment service.
We will confirm by email when your refund has been processed.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing on this page is intended to exclude, restrict or modify any rights or remedies available to you under applicable consumer law.
Depending on the circumstances, customers may be entitled to a repair, replacement, refund or another appropriate remedy where a product is faulty, damaged, unsafe, incorrectly supplied or does not match its description.
Questions or Concerns?
For assistance with a return, damaged item or order issue, please contact:
Please include your order number and photographs where relevant so that we can assist you as quickly as possible.