Introduction

At PrimePet, we aim to ensure every product you receive meets your expectations. However, if you are not satisfied with your purchase, please review our refund and return policy below. By placing an order, you agree to the following conditions.

1. Non-Returnable Products (Freezer & Perishable Items)

Due to hygiene, safety, and quality control reasons, all freezer items, frozen foods, and temperature-sensitive products are non-returnable and non-refundable under any circumstances.

We strongly advise customers to confirm product details and storage requirements before placing an order for perishable or frozen items.

2. Return Eligibility for Other Products

• Products (excluding freezer or perishable items) may be returned within 7 days of delivery.
• The product must be unused, unopened, and in its original packaging.
• A return fee (covering courier pickup and processing) will be applied to the customer.
• Refunds are processed after quality inspection of the returned item.

We reserve the right to reject returns that do not meet the above conditions.

3. Return Process

• To initiate a return, email us at support@primepet.pk with your order number and reason for return.
• Our support team will verify your request and provide pickup or return instructions.
• Once the item is received and inspected, a confirmation email will be sent with your refund or exchange details.

4. Refund Process

• Refunds are issued via the original payment method (bank transfer, card, or wallet) within 5–10 business days after approval.
• Shipping and handling fees are non-refundable.
• In case of Cash on Delivery (COD) orders, refunds will be made via bank transfer after verification.

5. Damaged or Wrong Items

If you receive a damaged, defective, or incorrect product, please report it within 24 hours of delivery with photos or video evidence. We will review your claim and provide a replacement or refund as appropriate.

Items reported after 24 hours of delivery may not qualify for return or replacement.

6. Cancellation Policy

Orders can be cancelled before they are dispatched. Once your order is shipped, it can no longer be cancelled but may be eligible for return under the above policy (excluding freezer items).

7. Important Notes

• PrimePet reserves the right to change or update this policy at any time without prior notice.
• Freezer and temperature-controlled items are excluded from all return and refund claims.
• Customers are responsible for ensuring accurate shipping details to avoid failed deliveries or additional courier costs.

8. Contact Us

If you have any questions regarding returns or refunds, please contact our support team:

Email: support@primepet.pk

We aim to respond within 24–48 business hours.