We are passionate and proud of our products and quality of service.

We want you to have an enjoyable experiencing shopping with us, as well as using each and every product you receive.
Sometimes things do go not according to plan…


For Damaged Items/Parcels – Click here to view the procedures to follow.


Did you receive an incorrect product/s?

PLEASE let us know within 24 hours of delivery.

Send us an email ( with photo’s of the incorrect product/s. 

Once our team have analysed the photographs, together with your email information, you will receive a reply back within 2 working days.
The product/s need to be returned to Pure Primal Skin (Ruimsig, Roodepoort) within 7 days from our reply.

See shipping details under ‘How to Return a Product’.


Are you dissatisfied with the quality of product/s?

We would love to hear the reason/s and more detail for your dissatisfaction so we can better improve our products and raise the bar.
Please notify us within 7 days of the receipt of the product/s in this instance.

A team member from Pure Primal Skin will analyse your feedback and comments and respond to these within 2 working days.

How to Return a Product:

  1. Contact us at 011 958 2934 and talk to us during office hours (Monday – Friday between 09h00 and 15h00). 
    OR email us at and add wording e.g. “Return goods etc.” in the subject line. 
    Provide us with a brief description on the issue you had with the product you purchased.  
    Remember to include photos or a short video of the product/s you are dissatisfied with. 
    Also include the original waybill/tracking number relating to your order.

    We will then reply to you within 2 working days from receipt of the information.
    We want to know what went wrong so we can prevent future reoccurrences.
    Please let us know if your preference will be a product exchange or gift voucher to spend online with us.

  2. When we reply with further instructions, only then do you send the item/s back to us at Pure Primal Skin.
    Please return the product/s, including the original packaging and a copy of your original order’s email confirmation.
    PLEASE notify us once you have sent the package and remember to include the waybill/tracking number for us to keep an eye out for the package.
    Use the office details for returns.  Email:  Office Tel: 011 958 2934

    Depending on return service you want to use, address the package as follow:
    Courier : Pure Primal Skin, 1484 Handicap Road, Unit 8 Sundowner Stars, Ruimsig, Roodepoort, 1724 
    PostNet : Pure Primal Skin, PostNet Ruimsig (Ruimsig Shopping Centre, Doreen Road, Ruimsig, Roodepoort, 1724
    PUDO : Pure Primal Skin, PUDO Lockers at Ruimsig Shopping Centre, Doreen Road, Ruimsig, Roodepoort, 1724

  3. Upon receipt of the parcel, we will fulfill your request, i.e. send/courier the exchange product to you or send you a Gift Voucher Code to use towards your next purchase.

*You will be required to pay for the shipping on the items/products you want to return to the Pure Primal Skin Head Office in Ruimsig, Roodepoort.


Lost Packages

PLEASE use the tracking/waybill number you received from us once you placed & paid for your order.
You should see all the movements relevant to your package/tracking number on the service provider’s website.

PLEASE note: If you are unable to find your parcel with the tracking/waybill number within the delivery timeframe, please call us or send us an email. 
Time is of an essence!

IF your order is untraceable, we will within 30 days either pass an online store credit OR resend your package OR refund you, given the tracking number does not register a recipient.

If you never received your products, you have 30 days from the day you have placed your order to notify us.
All couriered packages are sent with a Tracking/Waybill Number.  Tracking information is sent to the email account that you provided to us upon checkout.
If your tracking information indicates that your package was delivered but you never received it, please contact your local courier office.

We are not responsible for providing refunds if your tracking information indicates that your package was delivered.


Personal Information / Privacy

Pure Primal Skin (PPS) will have to collect personal information from our online store users when they register & settle payment.
PPS asks that each customer provides accurate information, for deliveries to be dealt without any errors or delays.
Please double check your Name, email address, mailing address, phone number, credit card information etc.

Sharing of your personal information – PPS does not sell, trade, or rent your personal identification information to ANYONE.


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