Return & Refund Policy
1. RETURN POLICY
In order to create conditions for customers to comfortably shop for the most suitable and quality products for their pets, PremPet would like to introduce to customers the Return Policy.
PremPet customers and members can completely exchange products (if desired) after purchase.
1.1 Conditions apply
1.1.1 Free exchange
PremPet customers will be supported to exchange purchased goods (if needed) within 3 days from the time you receive the goods without incurring any fees. With conditions:
The product must be in intact condition: 100% new, with labels, packaging, and seals intact; The packaging is not wrinkled, torn, or has holes and has a complete purchase invoice
The renewed product will have equal or greater value than the product the Customer previously purchased.
1.1.2 Exchange of goods for a fee
From the 4th to the 7th day after receiving the goods, if the Customer wishes to exchange for another product, PremPet will apply a fee of 10% of the product value. With conditions:
The product must be in intact condition: 100% new, with labels, packaging, and seals intact; The packaging is not wrinkled, torn, or has holes and has a complete purchase invoice.
The renewed product will have equal or greater value than the product the Customer previously purchased.
1.1.3 Returns - free refund
PremPet customers will be supported with returns and refunds (if needed) within 7 days from the time you receive the goods without incurring any fees. With conditions:
The product must be in intact condition: 100% new, with labels, packaging, and seals intact; The packaging is not wrinkled, torn, or has holes and has a complete purchase invoice
You will receive a refund after the returned product is successfully delivered to PremPet and is inspected and confirmed by PremPet as being in intact condition.
1.1.4 Exchanges and returns are not applicable
The product has been removed from the seal, packaging or label by the Customer.
Products whose packaging is crumpled, torn or punctured during the process of the Customer unpacking/inspecting the goods.
Products purchased in promotions, discounts, using vouchers.
1.2 Return processing time
Customers can request to exchange/return products by contacting:
- Email: prempet.cskh@gmail.com
- Zalo: 086.777.8008
- Hotline: 086.777.8008
When receiving a request to exchange/return a product, PremPet will try to resolve it within 24 hours of receiving the Customer's request.
1.3 Return method
Customers must bear all costs of shipping the product they want to return to PremPet's address: Prempet Warehouse - Masteri Thao Dien T3, Thao Dien Ward, Thu Duc City, Ho Chi Minh City.
For PremPet products that have been received, inspected and determined to be unsatisfactory for return, PremPet will ship the product back to the buyer's address and the buyer must bear all shipping costs.
2. REFUND POLICY
PremPet always wants to give its customers the best and most comfortable shopping experience. Therefore, PremPet has established a Refund Policy to support Customers in quickly resolving and promptly returning products and orders with errors that are confirmed to be due to PremPet's error.
2.1 Conditions apply
Order/Product is confirmed to be an error (in quantity, quality, mistake, delivery...) from PremPet.
2.2 Time and method of resolution
PremPet will resolve the matter immediately upon receiving feedback from customers. Customers can give feedback via:
- Email: prempet.cskh@gmail.com
- Zalo: 086.777.8008
- Hotline: 086.777.8008
Customers will choose 1 of the following 2 resolution methods:
PremPet will immediately exchange a new product or supplement the missing product for you within 24 hours for orders within the city and 48 hours for other provinces.
PremPet will refund your product within 24 hours of receiving feedback.
2.3 Shipping method for returned products
PremPet will bear all shipping costs for exchanged and returned products to customers so that you can feel secure in returning and shopping at PremPet.