Our Bio-Active Guarantee

Every PrimalBasics product is made to a standard we use ourselves. If you try one and it does not do what we promised, or is not the right product for your skin, we want you to send it back. We would rather refund you than have you keep something that is not working.

Standard returns

For any product in our range:

• 30-day window. Return for any reason within 30 days of delivery.
• Free return shipping within Thailand. International returns: we pay the shipping cost up to the equivalent of standard Thailand Post domestic rates; anything beyond that we reimburse against a receipt.
• No restocking fee. Whatever you paid for the product, you get back.
• No final-sale items. Every product, including sale or bundled items, is returnable.
• Both opened and unopened. We trust you to tell us honestly whether a product worked for you.

The Bio-Active Guarantee, specifically

The Bio-Active range — Bio Clean, Bio Glide, Bio Recovery, and Bio Gold — makes specific promises about what your skin will look and feel like after consistent use. Those are the products we have the highest conviction about, and we back that conviction with a longer guarantee.

If you use a Bio-Active product consistently for 60 days and the change described on the label is not materially visible to you, send back the bottle — empty, partial, or full — and we will refund you in full.

We are asking you to give the product a real chance: bio-identical lipids restructure the stratum corneum slowly. Thirty days is not usually enough. Sixty days almost always is.

How to start a return

1. If you have a PrimalBasics account: Log in, find the order, and click Return an item. The system will walk you through it.
2. If you checked out as a guest: Email orders@primalbasics.com with your order number (begins with #1XXXX) and we will generate a return label the same business day.

What we don't refund

• Products more than 60 days old (except under the Bio-Active Guarantee)
• Gift cards
• Shipping costs on your original order (those go to the carrier, not us)

A note

If you ever find an ingredient on one of our labels that violates the 0% Standard™, you can return the product for a full refund at any point — no time limit — and we will explain publicly what went wrong. This has not happened. It will not happen. But the guarantee exists anyway, because a standard without enforcement is not a standard.

Contact

For any return question, write to orders@primalbasics.com or use the contact form.