Returns & Refunds Policy

Last updated: March 23, 2026

At Pr1me, your satisfaction — and your pet's happiness — is our top priority. If you're not completely happy with your purchase, we're here to help.

1. Return Eligibility

We accept returns within 14 days of the delivery date. To be eligible for a return, your item must meet the following conditions:

Unused and in the same condition that you received it.
In its original packaging.
Accompanied by proof of purchase (order confirmation or receipt).

2. Non-Returnable Items

The following items cannot be returned:

Perishable goods such as pet food, treats, and supplements.
Opened or used grooming products.
Gift cards.
Items marked as final sale.

If a perishable or opened item arrives damaged or defective, please contact us within 48 hours of delivery and we will make it right.

3. How to Initiate a Return

To start a return, please contact us through our website at pr1mestore.ca with the following information:

Your order number.
The item(s) you wish to return.
The reason for the return.

Once your return request is approved, we will provide you with instructions on how to send your item back to us.

4. Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to post the refund.

6. Exchanges

If you received a damaged or defective item and would like an exchange, please contact us within 48 hours of delivery. We will arrange a replacement at no additional cost to you.

7. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us immediately at pr1mestore.ca with photos of the item and packaging. We will resolve the issue promptly at no cost to you.

8. Contact Us

Have questions about a return or refund? We're happy to help. Reach out to us through our website at pr1mestore.ca and our team will get back to you as soon as possible.