Refund & Return Policy
Need refund or return assistance?
+92 326 1267000
Effective Date: Updated for 2026
At Prime Pet (primepet.pk), founded by Dr. Attaur Rehman (DVM), we are committed to delivering authentic, clinical-grade veterinary treatments. We stand behind our product quality and outline our clear return and refund guidelines below.
1. Clinical quality assurance
Every batch of Prime Pet medical products, including Sulfur Ointment, Medicated Shampoos, and NoMite Ear Drops, undergoes laboratory testing for efficacy and safety before dispatch. Parcels are packed in secure protective packaging to ensure safe delivery across Pakistan.
2. Damaged or leaked shipments in transit
If your parcel arrives with visible physical damage, broken bottles, or leakage during transit, please follow these steps:
Transit Damage Procedure
- Notify us within 48 hours of delivery via WhatsApp or call at +92 326 1267000.
- Share a clear photograph or video showing the damaged package and product label.
- We will dispatch an immediate free replacement at no extra cost to you.
3. 7-day replacement window for sealed items
Pet parents may request a replacement or return within 7 calendar days of receipt if the wrong item was dispatched or if you ordered an incorrect formula, provided the original security seal and tamper-evident cap are intact.
4. Non-returnable veterinary medical products
Due to veterinary hygiene, pharmaceutical regulations, and animal cross-contamination prevention, the following items cannot be returned once opened:
Hygiene Restrictions
- Topical ointments or medicated creams with broken protective foil seals.
- Opened or partially used medicated shampoo bottles.
- Ear drop dropper bottles with unsealed caps.
- Prepared or unsealed puppy or kitten milk replacer (KMR) containers.
5. Refund processing and settlement
Once an approved returned parcel is received at our Islamabad or Lahore distribution facility, our team will inspect the items. Refunds are processed within 3 to 5 business days through your preferred payment channel (JazzCash, EasyPaisa, or direct bank transfer to Meezan / HBL / MCB).
6. Return shipping arrangements
For defective, damaged, or incorrectly dispatched items, Prime Pet covers 100% of return shipping costs. For customer-initiated exchanges due to ordering error, the customer is responsible for courier return charges back to our facility.
7. Customer assistance and support
Our veterinary customer care desk is available Monday through Saturday from 9:00 AM to 8:00 PM (PKT). Reach out to us via email at [email protected] or WhatsApp at +92 326 1267000 for immediate assistance.
