Refund policy
Returns & Refunds Policy
We want you to be happy with your purchase from Pets & Prime. If there is an issue with your order, please contact us at support@petsandprime.com.
Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be unused, unworn, and in the same condition in which you received it, with its original packaging where applicable.
Before returning any product, please contact us at support@petsandprime.com. Do not send a product back without contacting us first, as return instructions and the return address may vary depending on the product.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If your item arrives damaged, defective, or you receive the wrong item, contact us as soon as possible and include your order number and clear photos of the item and packaging. We will review the issue and work with you to provide an appropriate solution.
Non-Returnable Items
For hygiene and safety reasons, certain used pet-care, grooming, feeding, or personal-use items may not be eligible for return. Items that have been used, damaged after delivery, or altered by the customer may also be ineligible.
Return Shipping
Unless the item arrived damaged, defective, or incorrect, return shipping costs are generally the responsibility of the customer. Please contact us before making a return so we can provide the appropriate instructions.
Refunds
Once a returned item is received and inspected, we will notify you regarding the status of your refund. If approved, the refund will be issued to your original payment method.
Please note that banks and payment providers may require additional time to process and post the refund.
Order Cancellations
If you need to cancel or modify an order, contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or shipped.
Contact Us
For questions regarding returns or refunds, contact us at: