Last updated: 01/01/2026
This Returns and Refunds Policy applies to all purchases made from Primal Ground ("we", "us", "our"), an online retailer of mats and related products.
We are committed to complying with the Australian Consumer Law (ACL) and providing fair and transparent returns and refunds.
Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your rights under the ACL.
We offer change-of-mind returns subject to the following conditions:
The item must be unused, uninstalled, and in its original packaging
The return request must be made within 14 days from purchase date.
Proof of purchase is required
Change-of-mind returns are not available for:
Custom-made or made-to-order mats
Mats cut to size or manufactured to customer specifications
Clearance or sale items (unless faulty)
Return shipping costs for change-of-mind returns are the responsibility of the customer.
If your item is faulty, damaged, or not as described:
Please contact us within 30 days of receiving the item
Provide your order number, a description of the issue, and clear photos where possible
We will assess the issue and, where required under ACL, offer one of the following:
Repair
Replacement
Refund (full or partial)
We will cover reasonable return shipping costs for confirmed faulty or incorrect items.
Custom-made mats are manufactured based on measurements and specifications provided by you
We are not responsible for errors caused by incorrect measurements or information supplied by the customer
Custom products cannot be returned or refunded for change of mind
If a custom product is faulty or not manufactured to the agreed specifications, we will provide a remedy in line with ACL
To request a return:
Contact us at admin@primalground.com.au with your order number
Our team will review your request and provide return instructions if approved
Items returned without approval may not be accepted
Returned items must be securely packaged to prevent damage during transit.
Approved refunds will be processed to the original payment method
Refunds are typically processed within 30 business days of receiving and inspecting the returned item
Original shipping fees are non-refundable unless required by law
We may offer exchanges depending on product availability
Exchange shipping costs may apply
Custom products are not eligible for exchange unless faulty
Orders for standard (non-custom) products may be cancelled before dispatch
Custom or made-to-order items cannot be cancelled once production has commenced
If you have any questions about this policy or need to initiate a return, please contact us:
Email: admin@primalground.com.au
End of Returns and Refunds Policy
Designed with durability, comfort, and performance in mind, each mat delivers reliable insulation, superior support, and long-lasting resilience on any terrain. Primal Ground provides a stable, comfortable foundation that stands up to the elements so you wake rested, grounded, and ready to explore.
