Refund policy
Return and Refund Policy
Right of withdrawal
As a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving any reason.
For purchases of goods, this period expires 14 days after the day on which you receive the order.
If you wish to exercise your right of withdrawal, inform us clearly within the withdrawal period at:
You do not have to provide a reason for your withdrawal.
Exercise your right of withdrawal online
You can also submit a withdrawal request electronically through your Primal Wolf customer account.
Sign in using the email address associated with your order and select the relevant order.
Exercise your right of withdrawal online
Depending on the status of your order, Shopify may present the available action as a cancellation request or a return request.
Using the online function is optional. You may also exercise your right of withdrawal by sending us a clear statement by email within the applicable withdrawal period.
Model Withdrawal Form
You may use our statutory model withdrawal form if you wish to notify us of your withdrawal in writing. Use of the form is optional.
Open the Model Withdrawal Form
Returning goods
After informing us that you wish to withdraw from the contract, you have a further 14 days to return the goods.
Return address:
Primal Wolf
Chicagostraat 65
2548 JJ Den Haag
The Netherlands
The direct cost of returning goods following a standard withdrawal is your responsibility.
We recommend keeping proof of postage until your return has been fully processed.
Condition of the product
During the withdrawal period, you may handle and inspect a product only to the extent necessary to establish its nature, characteristics and functioning, in the same way that you could reasonably do in a physical store.
If the product has been handled or used beyond what is necessary for this purpose, we may, where permitted by law, make a deduction for any resulting loss in value.
Sealed products
For certain sealed products, the statutory right of withdrawal may be lost once the seal has been broken after delivery where the product is not suitable for return due to health protection or hygiene reasons.
This applies only where the relevant statutory exception actually applies to the product concerned.
Damaged, defective or incorrect products
If you receive a damaged, defective or incorrect product, please contact us as soon as possible at:
Please include your order number and, where possible, photographs.
If a product does not conform to the contract, your statutory consumer rights apply. Any necessary costs of providing an appropriate remedy will not be charged to you.
Refunds following withdrawal
If you validly withdraw from the entire order, we will reimburse all payments received from you, including the cost of our least expensive standard delivery method.
Any additional costs resulting from your choice of a more expensive delivery method than our standard delivery method do not have to be reimbursed.
If only part of an order is returned, the original shipping costs are not refunded.
We will make the reimbursement no later than 14 days after receiving your notice of withdrawal.
We may withhold reimbursement until we have received the returned goods or until you have provided evidence that you have returned them, whichever occurs first.
Reimbursement will be made using the same payment method used for the original purchase, unless otherwise agreed with you.
Contact
For questions about withdrawal, returns or refunds, contact us at: