Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@primechoicepets.com. Please note that returns will need to be sent to the return address we provide with your return approval (return destinations can vary by item)

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@primechoicepets.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at contact@primechoicepets.com.

European Union - Right of Withdrawal (14-Day Cooling-Off Period)

If your order is delivered to a country in the European Union or the European Economic Area, the following applies in addition to (and, where more favourable to you, instead of) the policy above.

Your right of withdrawal
You have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods (or of the last item, where multiple goods were ordered in one order and delivered separately).

How to exercise this right
To exercise the right of withdrawal, you must inform us - Prime Choice Pets, email contact@primechoicepets.com - of your decision to withdraw from the contract by an unequivocal statement (for example, an email or a letter sent by post). You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal
If you withdraw from the contract, we shall reimburse all payments received from you, including the costs of standard delivery (with the exception of supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

Returning the goods
You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the 14-day period has expired. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of withdrawal
In accordance with EU law, the right of withdrawal does not apply to: sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery (for example, opened pet food, treats, or supplements); goods that are liable to deteriorate or expire rapidly; and goods made to your specifications or clearly personalised.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)

- To: Prime Choice Pets, contact@primechoicepets.com
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
- Ordered on (*)/received on (*):
- Order number:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
(*) Delete as appropriate.