At Petprem, we want every customer to have a positive shopping experience. If you are not fully satisfied with your order, please review the information below before submitting a return request.

Return Request Period

Customers may request a return within 14 days after receiving the order if the product meets the return conditions described below.

For customers located in the European Union and the United Kingdom, this period is consistent with applicable consumer protection regulations.

Conditions for Returns

To qualify for a return, products must meet the following requirements:

• The item has not been used
• The item remains in its original packaging
• The product is returned in resellable condition

Products that have been used, damaged by the customer, or returned without packaging may not be eligible for a refund.

Products Not Eligible for Return

For health, hygiene, and safety reasons, some products may not be eligible for return once opened or used.

This may include products that come into direct contact with pets and cannot be resold safely.

Incorrect or Damaged Items

If the item you received is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please send an email to jessie@petprem.com and include:

• Your order number
• A brief explanation of the issue
• Photos or videos showing the problem

After reviewing the information, we will determine the most appropriate solution, which may include a replacement or refund.

How to Start a Return

Before returning any item, please contact our support team for return authorization.

Once your request is approved, we will provide return instructions and the correct return address.

Returns sent without prior approval may not be accepted.

Return Shipping Responsibility

If the return is not due to an error on our side, customers will generally be responsible for return shipping costs.

Depending on the destination and shipping method used, international returns may involve additional expenses such as customs duties or handling fees.

Unclaimed or Refused Shipments

If a package cannot be delivered due to incorrect address information, refusal of delivery, unpaid customs charges, or failure to collect the parcel from a carrier pickup location, the shipment may be returned.

Any costs incurred during this process may be deducted from the refundable amount.

Refund Timeline

After the returned item is received and inspected, approved refunds will typically be processed within 5–10 business days.

Refunds will be issued using the original payment method used for the purchase.

Please note that the time required for the refund to appear in your account may vary depending on your payment provider or bank.

Contact Information

If you have questions regarding this policy, please contact us:

Petprem
Email: jessie@petprem.com
Address: Huangjiang, Dongguan, 523750 Guangdong, China