Premium for Pets Reseller Returns, Refunds & Replacement Policy
Effective Date: August 18, 2026
This policy applies specifically to purchases made under the Premium for Pets Reseller Program.
Nothing in this policy is intended to remove or limit rights or remedies that cannot lawfully be excluded.
1. Inspect Your Order Promptly
Please inspect your reseller order as soon as possible after delivery.
If there is a qualifying issue, contact Premium for Pets within 48 hours of recorded delivery where reasonably possible.
Prompt reporting helps us investigate courier, packing, quantity, and product-condition issues.
2. Issues That Should Be Reported
Contact us promptly if your order contains products damaged during delivery, significant leakage, incorrect products, missing products or quantities, products that appear defective, or other material fulfillment errors.
3. Information We May Request
To investigate the issue, please provide:
- Order number
- Name used for the order
- Description of the problem
- Photos of the affected products
- Photos of the shipping box/packaging
- Photo of the shipping label where relevant
- Quantity affected
- Unboxing video, if available
Please retain the affected product and packaging while the claim is being reviewed.
An unboxing video is strongly recommended for bulk reseller orders, but the absence of a video will not automatically invalidate a legitimate claim where sufficient other evidence is available or applicable law provides otherwise.
4. Review of Claims
Premium for Pets will review the information provided and may request additional reasonable evidence where necessary.
Depending on the verified circumstances, an appropriate resolution may include replacement of affected items, shipment of missing items, correction of an incorrect order, refund for qualifying affected items, or another appropriate remedy.
The remedy will depend on the nature of the issue and applicable requirements.
5. Change of Mind
Because reseller purchases are bulk inventory purchases intended for resale, Premium for Pets generally does not accept returns or provide refunds solely because the reseller changed their mind, ordered more inventory than needed, products are selling more slowly than expected, decided to stop reselling, found another supplier, or no longer wants the inventory.
This does not affect rights or remedies that apply under applicable law.
6. Unsold Inventory
Premium for Pets does not guarantee that reseller inventory will sell.
Unsold or slow-moving inventory does not by itself qualify for a refund, return, exchange, or buyback.
Premium for Pets does not operate a guaranteed inventory buyback program unless a separate written agreement expressly provides otherwise.
7. Opened or Used Products
Products that have been opened, used, altered, relabeled, damaged after delivery, or otherwise made unsuitable for resale generally cannot be returned solely for a refund or exchange, except where a qualifying defect or applicable legal right exists.
8. Incorrect Items
If Premium for Pets sends a product different from the product included in the confirmed reseller order, please report the issue promptly.
Once verified, Premium for Pets will arrange an appropriate correction.
Please do not sell, use, alter, or dispose of an incorrectly delivered item while the issue is being reviewed unless instructed otherwise.
9. Missing Items
If the parcel contains fewer products than the confirmed order quantity, report the missing quantity promptly.
After verification, Premium for Pets may ship the missing items or provide another appropriate remedy.
10. Damaged or Leaking Items
For products received damaged or significantly leaking, provide clear photos and other available evidence showing the condition of the parcel and affected products.
Do not dispose of the affected items until Premium for Pets confirms that they are no longer needed for the investigation.
11. Lost Parcels
If tracking indicates a possible lost parcel, contact Premium for Pets.
Premium for Pets will assist with the courier investigation.
Where the shipment is confirmed lost and a remedy is due, Premium for Pets will provide an appropriate replacement, refund, or other resolution according to the circumstances and applicable law.
12. Refund Processing
Where a refund is approved, Premium for Pets will communicate the approved amount and applicable refund method.
Processing time may vary depending on the payment provider or financial institution.
Premium for Pets will not describe a refund as completed until it has actually been initiated through the applicable payment method.
13. Shipping Costs on Approved Claims
Where an incorrect, defective, damaged, or otherwise qualifying order issue is attributable to Premium for Pets or requires a remedy under applicable law, the reseller should not be required to bear unreasonable additional shipping costs to receive the approved correction.
For non-qualifying returns or other situations, shipping responsibilities will depend on the circumstances and applicable policy.
14. Fraudulent or Abusive Claims
Premium for Pets may investigate claims reasonably suspected to involve fraud, altered evidence, repeated abuse, or intentional product damage.
This provision does not affect legitimate reseller claims or applicable legal rights.
15. Contact
To report a reseller order issue, contact Premium for Pets through the official support channel shown on the website.
Please include your order number and supporting information so the issue can be reviewed efficiently.