The definitions in this clause apply in the terms and conditions set out in this document:
: the table defining delivery times, charges and options per delivery country. The Delivery Table may be viewed on our website and is subject to change without notice.
EU: means the European Union.
USA: means the United States of America
Goods: the products that we are selling to you as set out in the order.
Order: your order for the Goods.
Order Period: the period beginning at the time you initially place the order and ending at the next order cut-off time.
Terms: the terms and conditions set out in this document.
We, us and/or our:
Gemporia Limited trading as Primal Living, details of which are set out in clause 2.1
Writing: or written includes faxes and email.
You and/or your: the person placing the order.
Headings do not affect the interpretation of these terms.
References here to "clause" refer to the relevant numbered clause in these terms and conditions.
we are Gemporia Limited trading as Primal Living Limited a company registered in England and Wales. Our company registration number is 06365402 and our registered office is at Unit 2D, Eagle Road, Redditch, Worcestershire, B989HF, United Kingdom. Our registered VAT numbers are: GB 920 4427 52, IE 3272271IH, AU S73162650987 and FR 51848978060.
you can contact us by telephoning our customer services team at or by writing to us at [email protected]
or Customer Services Primal Living, Unit 2D, Eagle Road, Redditch, Worcestershire, B98 9HF.
if we need to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. If you contact us through social media we may reply through the same method where we consider it is appropriate to do so.
You must not rely on the information from Primal Living as an alternative to medical advice from an appropriately qualified professional. If you have any questions about any medical matter you should consult your doctor immediately. If you are on any prescribed medicine whatsoever, you should seek advice from your doctor before following any information or suggestions on the Primal Living website, any other Primal Living published material, and any communication via TV broadcast.
Food supplements should not be used as a substitute for a healthy diet and healthy lifestyle. If you are pregnant, breastfeeding, taking prescription medication or under medical supervision, it is advisable to consult a GP prior to taking any supplements. Do not exceed stated doses and discontinue use and consult a GP if adverse reactions occur
The Primal Living website and other published material under the Primal Living branding contain lots of information and suggestions relating to what to eat, when to eat it and how to exercise. This information is not advice, and should not be treated as such.
these are the terms and conditions on which we supply Goods to you.
please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide the Goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think there is a mistake in these terms, please contact us to discuss.
any descriptions, images or advertising we issue are produced solely to provide you with an approximate idea of the Goods they describe.
our acceptance of your order will take place (a) when we email you to accept it, or (b) if you have not provided us with your email address, when we ship your order, at which point a contract will come into existence between you and us. Receipt of an order by our Help Team or via our website, or assignment of an order number to your order does not constitute our acceptance of an order.
if we are unable to accept your order, we will inform you of this either by telephone or in writing and will not charge you for the Goods. This might be because the Goods are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Goods, because we are unable to meet a delivery deadline you have specified, or if we do not wish to supply you for any reason whatsoever.
we will assign an order number to your order and tell you what it is when we receive your order, but providing an order number does not constitute our acceptance of your order, which will happen only in accordance with clause 3.4
. It will help us if you can quote the order number whenever you contact us about your order.
we will use the personal information you provide to us in the following manner:
to supply the Goods to you;
to process your payment for the Goods; and
if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
we will only give your personal information to third parties where the law either requires or allows us to do so, or to any purchaser of all or part of our business
and that all information provided by you to us is true and accurate.
we may change the Goods to reflect changes in relevant laws and regulatory requirement, or to implement minor technical adjustments and improvements. These changes will not affect your use of the Goods.
in addition, as we informed you in the description of the Goods on our website, we may make material changes to the Goods or these terms after accepting your order but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Goods paid for but not received.
we warrant that on delivery the Goods shall:
conform with their description (subject to any qualification at clause 3.3
or clause 5.1
be of satisfactory (and edible where applicable) quality;
be fit for any purpose we say the Goods are fit for;
be free from material defects in design, material and workmanship; and
comply with all applicable statutory and regulatory requirements for selling the Goods in the United Kingdom.
this warranty is in addition to your legal rights in relation to Goods which are faulty or which otherwise do not conform with these terms. Advice about your legal rights is available from the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
this warranty does not apply to any defect in the Goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, if you use the Goods in a way that we do not recommend or your failure to follow our instructions without our prior written approval.
Gemporia is a member of the Valpak Distributor Take Back Scheme (registration number 600175) and makes a financial contribution to cover the costs of recycling electrical waste. We ensure our EEE products are marked accordingly with a crossed out wheeled bin symbol and a date mark. For disposal of these items please visit www.recycle-more.co.uk
and type in your postcode to find your nearest recycling point. This is also a good place to get tips on recycling other household items and to find out what else you can do to help the environment. Alternatively, call your local council who will be able to tell you where to find your nearest recycling points.
The WEEE directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system, which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge.
Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be recycled saving natural resources and the environment. If you do not recycle electrical equipment it will end up in a landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
We also offer our customers free take-back of WEEE products on a like-for-like basis when you buy a new Electrical or Electronic product from us.
For example, if you buy a new watch from us we will accept your old watch to prevent it going into a landfill site by disposing of it safely. Please return your WEEE item to us within 30 days of purchasing your new item, and you are responsible for the cost of sending the item to us.
please see our Delivery Table
for delivery times, charges and options.
delivery periods may vary depending on address but we aim to have your delivery completed within the specified times with a guarantee that your Goods will be delivered within 30 days of acceptance of the order.
if our supply of the Goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Goods you have paid for but not received.
we will charge you one delivery charge per order, regardless of the quantity of Goods ordered. Deliveries to multiple addresses will require multiple orders and multiple delivery charges.
If you have any questions or complaints about the Goods, please contact us. You can telephone our customer service team 0800 440 2888 or by writing to us at [email protected]
or Customer Services, Primal Living, Unit 2D, Eagle Road, Redditch, Worcestershire, B98 9HF.
if the Goods become faulty within 30 days of receipt, you will be offered the choice of a refund of amounts paid or, if stock is still available, a replacement.
if Electronic Goods become faulty after 30 days but within 6 months of receipt, we will offer our choice of a refund of amounts paid, replacement or repair unless we, at our sole discretion, determine that the fault has arisen through misuse of the Goods.
if you wish to exercise your legal rights to reject Goods, please contact our Help Team, by emailing [email protected]
, where we will advise on how to return the items, including if we inform you they are not suitable for posting, allowing us to arrange collection of the Goods from you.
we are not liable for returned Goods which are lost or damaged in transit, so it is important that you use an insured delivery method as set out in our returns form.
these terms apply to any repaired or replacement Goods we supply to you in the unlikely event that the original Goods are faulty or do not otherwise conform with these terms.
If there are any items missing from your order, then please notify us within 72 hours of receipt and we will endeavour to rectify any errors.
the Goods will be your responsibility from the time of delivery to the delivery address given by you.
ownership of the Goods will only pass to you when we receive payment in full of all amounts due for the Goods, including delivery charges.
the price of the Goods (which includes VAT for orders within the EU) will be the price indicated on the order pages when you placed your order or the final price displayed at the end of a TV Presentation. We take all reasonable care to ensure that the price of the Goods advised to you is correct however please see clause 10.4 for what happens if we discover an error in the price of the Goods you order.
for orders delivered within the EU, these prices exclude UK VAT and you will be the importer of record. Included in the payment you make to us will be an amount equivalent to EU import vat and duty and this is paid over to the applicable authorities by Gemporia Ltd. Gemporia Ltd is registered with IOSS (registration number IM2500009063). For orders delivered outside the EU and USA, you may be required to pay import duties and/or taxes when your order reaches your country. These and any other charges for customs clearance are your sole responsibility.
if the rate of VAT changes between your order date and the date we supply the Goods, we will adjust the rate of VAT that you pay, unless you have already paid for the Goods in full before the change in rate of VAT takes effect.
it is always possible that, despite our best efforts, some of the Goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the Good’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Good’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any amounts you have paid and require the return of any Goods provided to you.
payment is taken once all the Goods have been picked and are ready to be packed for dispatch. At this point your credit card, debit card or PayPal account will be charged and your order will be dispatched upon a successful payment receipt. Please note that orders placed on cards issued outside the EU may be subject to cross border transaction fees, and all credit or debit card orders may incur fees if placed in a currency other than that for which the card is issued. These charges, and any similar ones with alternate payment methods, are outside of our control and must be paid by you directly to your card issuer.
please note, these terms reflect the goodwill guarantees offered by us to our customers, which are more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. These goodwill guarantees do not affect your legal rights in relation to faulty or misdescribed Goods (see clause 8
Whenever you buy supplements from us you have the benefit of our "Feel the Difference in 60 Days - 100% Money Back Guarantee”, on our Primal Living supplements, which starts on the day you receive your Goods. send the item back to us for a full refund of the price you have paid to us. Exclusions apply, please check specific products for more.
Exclusions from the 100% Money Back Guarantee: third party products* such as Prolife CBD and others are excluded from our 60-day money back guarantee unless it is returned unopened, unused, sealed and in its original packaging. This does not affect your statutory rights.
Bedding and clothing is also excluded from our 60-day money back guarantee unless it is returned unworn, and in its original packaging.
If you try Primal Living supplements and don’t feel the difference, just let us know within 60 days of receiving the goods, and return the original packaging with your order number and receipt of goods as proof of purchase. Refunds under clauses 11.5 and 11.6 will apply. Please also refer to clause 11.4 for how to return Goods.
if you wish to exercise your legal rights under this guarantee, please email us at [email protected]
so we can advise you on how to return your item, including if they are not suitable for posting, allowing us to arrange collection of the Goods from you. We are not liable for returned Goods which are lost or damaged in transit, so it is important that you use an insured delivery method as set out in our returns form.
if the Goods are received by us as new in accordance with clause 12.3, we will process your refund within a maximum of 60 days of receiving your returned Goods into our warehouse located in the United Kingdom.
we do not refund the cost of the original delivery charges. Return delivery charges are not refundable unless the goods are faulty.
your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 8.
see clause 12.2; and
You may be able to get a refund of amounts paid if you are within the cooling-off period, but this may be subject to certain conditions, deductions and you will have to pay the costs of return of any Goods.
if you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for amounts paid for any Goods which have not been provided and you may also be entitled to compensation. The reasons are:
we have told you about an error in the price or description of the Goods you have ordered and you do not wish to proceed;
there is a risk that supply of the Goods may be significantly delayed because of events outside our control;
we have suspended supply of the Goods for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
you have a legal right to end the contract because of something we have done wrong.
for most Goods bought online or through our TV Presentations you have a legal right to change your mind within 14 days and receive a refund of amounts paid. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
you do not have a right to change your mind if the Goods returned do not comply with clause 11.3
you have 14 days after the day you (or someone you nominate) receives the Goods.
to end the contract with us, please let us know by doing one of the following:
phone us on 0800 440 2888, email us at [email protected]
or write to us at Customer Services, Primal Living, Unit 2D, Eagle Road, Redditch, Worcestershire, B98 9HF. In any case, please provide your name, home address, details of the order and, where available, your phone number and email address.
complete the form on our website.
if you end the contract for any reason after the Goods have been dispatched to you or you have received them, you must return them to us. You must either post them back to us at Primal Living, Unit 2D, Eagle Road, Redditch, Worcestershire, B98 9HF, United Kingdom or (if we consider that they are not suitable for posting) allow us to collect them from you. We are not liable for returned Goods which are lost or damaged in transit, so it is important that you use an insured delivery method. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
if you are entitled to a refund we will refund you the price you paid for the Goods excluding delivery costs (unless we otherwise agree) within 14 calendar days from the day on which we receive the Goods back from you, by the method you used for payment.
if you are exercising your right to change your mind we will not provide any refund if the Goods do not meet the criteria set out in clause 11.3. If we refund you the price paid before we are able to inspect the Goods and later discover that they do not meet the criteria in clause 11.3, you must pay us the full costs of the Goods and delivery charges, and for any damage to the Goods.
if you cancel or return any Goods purchased using a promotional discount or voucher code, the value of the promotional discount or coupon discount will be subtracted on a pro-rata basis against the relevant Goods returned from the refund or credit provided to you.
if we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
this includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Goods including the right to receive Goods which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; and for defective Goods under the Consumer Protection Act 1987.
we only supply the Goods for domestic and private use. If you use the Goods for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
You agree to defend, indemnify and hold harmless each of us, our affiliates, employees, officers, directors, and agents from any claim, losses, damages, liabilities, costs, or demand, including reasonable professional advisers’ fees, arising out of or relating to your breach of these terms; provided, however, this indemnity shall not apply to any claim, losses, damages, liabilities, costs or demands resulting from our negligence or wilful misconduct. This indemnity shall continue to endure notwithstanding prior fulfilment of the order or other termination thereof.
we may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
you may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
we will pay the reasonable costs of return if the Goods are faulty or misdescribed or if you are ending the contract for one of the reasons set out in clause 12.2. However, in all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return. If you claim the Goods are faulty or as misdescribed but on inspection they are not, we reserve the right to charge you for the cost of delivery and return.
this contract is between you and us. No other person shall have any rights to enforce any of its terms.
each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
if we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not pursue payment but we continue to provide the Goods, we can still require you to make the payment at a later date.
these terms are governed by English law and you can bring legal proceedings in respect of the Goods in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Goods in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Goods in either the Northern Irish or the English courts.
You can browse the Site or Apps without telling us who you are or revealing any personal information about yourself. Once you give us your personal information, you are not anonymous to us. If you choose to provide us with personal information, you consent to the transfer and storage of that information to our servers located in the United Kingdom. Where sensitive data is stored, it is held in an encrypted form, only readable by programs that are themselves protected by password and by access point.
We may collect and store the following personal information:
email address, physical contact information;
credit/debit card information;
transactional information based on your activities on the Site or Apps - such as bidding, buying and content you generate or that relates to your account;
delivery, billing and other information you provide to purchase or deliver an item;
community discussions, chats, dispute resolution, correspondence through the Site, and correspondence sent to us;
computer sign-on data, statistics on page views, traffic to and from the Site, and ad data; and
other information, including your IP address, Browser, Operating System, Domain Name and Time and other standard web log information.
You can register as a member at no cost or obligation to you. Registering as a member requires you to enter an email address and password ("Membership Information"). When you become a member, we assign you a Customer Number and store the date of membership. On the membership form, you may opt out of receiving any newsletters that we may send. If you do not opt out when joining, we will send newsletters to you as they are created. On each newsletter, you will be given the facility to opt out of receiving future newsletters. This information is made available to our Operational and Marketing staff. Note that all of your activities on the Site will be traceable to your Customer Number.
When entering into a sales transaction we require, in addition to the Membership Information, certain contact information. This extends your membership record to include your Name, Address and Telephone Number.
When goods are to be delivered, we need to have delivery details, so we will require you to provide a Delivery Name, Address and Telephone Number. This information may also be shared with any courier company that we may use for the delivery of the goods.
Credit/debit card information
When paying for goods or services via credit card, we require you to enter your credit card number, expiration date, card type (MasterCard, Visa, etc.), card holder name and card security code. This information is entered directly on to a page hosted by our credit card payment processing provider, a PCI DSS Level 1 certified facility, who store these details in encrypted format and provide us with a 'token' that we store and use to refer to the card for transactional purposes. They also provide us with the first six and last four digits of the card number, the card holder name, and the expiration date which we store to assist in identifying which card you wish to use in the future. We do not store the full credit card number at any time. Due to our use of the 'token' system, card information does not need to be made available to our Operational staff and it is not possible for any of our staff to obtain full credit card information.
When you place an order, we will keep a record of the type(s) of item(s) purchased, the quantity, pricing information and any delivery cost. For analysis purposes, we also store the date the order was placed and the date it was shipped. This information may be made available in summary, non-specific form to any of our business partners by way of analysis or the payment of royalties and/or licenses in the supply of such goods. At the end of placing the order, we may ask you to enter certain simple items of marketing information to us develop our business. You may elect to not enter this information.
Our primary purposes in collecting personal information are to allow for payment by credit or debit card while providing you with a safe, smooth, efficient, and customised experience. You agree that we may use your personal information to:
provide the services and customer support you request;
resolve disputes, collect fees, and troubleshoot problems;
prevent potentially prohibited or illegal activities, and enforce our Terms and Conditions of Sale and policies;
customise, measure, and improve our services and the Site's content and layout;
tell you about targeted marketing, service updates, and promotional offers based on your communication preferences; and
compare information for accuracy, and verify it with third parties
Our disclosure of your information
We may disclose personal information to respond to legal requirements, enforce our policies, respond to claims that a listing or other content violates the rights of others, or protect anyone's rights, property or safety.
We may also share your personal information with:
members of our corporate family to help detect and prevent potentially illegal acts and provide joint services (our corporate affiliates will market only to users who request these services);
service providers under contract who help with our business operations, such as fraud investigations, bill collection, order fulfilment, shipping, affiliate and reward programmes and co-branded credit cards;
other third parties to whom you explicitly ask us to send your information or about whom you are otherwise explicitly notified and consent to when using a specific service;
law enforcement or other governmental officials, in response to a verified request relating to a criminal investigation or alleged illegal activity – in which cases we will disclose name, city, telephone number, email address, User ID history, fraud complaints and bidding history; and
if we legally segregate some or all of our business, your information may be transferred with the segregated business.
We use "cookies" (small files placed on your hard drive) on certain pages of the Site to reference information stored on our server, such as member details and any preferences, in order to improve your browsing experience. Cookies are also used to track user's behaviour on our Site for analysis purposes, so that we may work towards offering a better service to our customers. Third party referrals to our Site, from either their web site, from a dedicated link elsewhere, or from a printed URL are recorded using a cookie, which enables us to pay any commissions due to the referrer for your visit to our Site. Cookies are stored in the server logs and their contents are stored in the Site's database. Browsing behaviour, in anonymous form, may be made available to our Marketing and Operational staff and may be relayed to any business party in the interests of improving our services. We do not profile individual customers using cookies.
A few important things you should know about cookies are that:
most cookies are "session cookies," meaning that they are automatically deleted from your hard drive at the end of a session;
you are always free to decline our cookies if your browser permits, although doing so may interfere with your use of the Site; and
in the event that we host any third party content on this website, you may encounter cookies from third parties on certain pages of this website that we do not control.
Surveys, questionnaires & competition entries
From time to time, we may invite you to take part in Surveys, Questionnaires or a Competition. These will obviously take different forms, but will all involve the capture of answers and other personal information – typically name and email address. Competition entries will be made available to our Operational staff so that winners may be selected. Other information will be made available in summary form to our Operational and Marketing staff. Such information may be made available to business partners, particularly where a third party is organizing or sponsoring the event. If this is the case, you will be made aware of the arrangement and in what form your data is to be passed on.
To unsubscribe from our mailing list simply click on the unsubscribe link at the bottom of any of our marketing emails and you will be opted out of all email communications.
Your password is the key to your account. Use unique numbers, letters, and special characters and do not disclose your password to anyone. If you do share your password or your personal information with others, remember that you are responsible for all actions taken in the name of your account. If you lose control of your password, you may lose substantial control over your personal information and may be subject to legally binding actions taken on your behalf. Therefore, if your password has been compromised for any reason, you should immediately notify us and change your password.
Accessing, reviewing and changing your personal information
You can see, review and change most of your personal information by logging into the Site or Apps. Generally, we will not manually modify your personal information because it is very difficult to verify your identity remotely. You must promptly update your personal information if it changes or is inaccurate. Should you so wish, and upon your request, we will close your account and remove your personal information from view as soon as reasonably possible, based on your account activity and in accordance with applicable law. We do retain personal information from closed accounts in order to comply with law, prevent fraud, collect any monies owed, resolve disputes, troubleshoot problems, assist with any investigations, and take other actions otherwise permitted by law.
We take the issue of security very seriously. We have established security measures throughout our Site and Apps as a way to protect our information and facilities, and in so doing we protect your information. Where personal information is entered on and transmitted to our Site, this is done using Transport Layer Security (TLS or HTTPS) encryption technology. All of our operational and administration facilities have tightly restricted access to protect your privacy. Access to these facilities is only available over a Virtual Private Network (VPN) which uses high levels of access restriction and encryption. In addition to this, sensitive information is stored in an encrypted form. Our employees are aware of their responsibility to protect your personal information.
While we treat data as an asset that must be protected and use many tools (encryption, passwords, physical security, etc.) to protect your personal information against unauthorized access and disclosure, there is a possibility that third parties may unlawfully intercept or access transmissions or private communications.
Linking to other web sites
Accuracy of our Site
We make every effort to ensure the accuracy of our Site and Apps, both in its operation and its content. If you discover any errors or omissions, please email the details to: [email protected]
, telephone the Help Team at 0800 440 2888
or write to:
How to Make a Complaint
If you are unhappy or unsatisfied with why and how we have used your personal data, you can contact us by sending an e-mail to [email protected]
or by writing to us at this address:
If you are unhappy with our response, you can contact the office or the Information Commissioner at: