At Prime, customer satisfaction is our top priority. We take great care in ensuring that every product leaving our facility meets the highest standards of quality. However, if you receive a damaged, defective, or incorrect item, we will be happy to assist you with a replacement or refund.

To be eligible for a refund or exchange, you must contact our customer service team within forty-eight hours of receiving your order. Please provide clear details of the issue along with photographs of the product and packaging. Our team will review your case and guide you through the next steps. In certain cases, we may request that the product be returned to us in its original packaging for verification before processing a refund or replacement.

Refunds will be issued through the same payment method used for the original purchase, once the product is received and inspected. Please note that shipping charges are non-refundable, except in cases where the error was on our part. Refund processing times may vary depending on your payment provider, but we aim to complete the process as quickly as possible.

We do not offer refunds or exchanges for opened or used products due to hygiene and safety reasons. Additionally, we cannot process refunds for orders where the customer has provided an incorrect delivery address or failed to receive the parcel after multiple delivery attempts.

Prime Cat Food reserves the right to modify this Refund Policy at any time. Any changes will be updated on our website. By placing an order with us, you agree to the terms stated in this policy.