Refund & Returns Policy

Petprimavest operates as a Direct-to-Consumer (DTC) brand, maintaining internal oversight of our inventory to ensure a clear, transparent, and reliable returns and refund process. This Refund & Returns Policy applies to all orders placed through www.petprimavest.com and is intended for customers located within Europe.

1. Order Processing and Internal Fulfillment

All orders are managed and processed internally at our Singapore facility within 1–3 business days after payment has been successfully received. (Business days exclude Saturdays, Sundays, and public holidays).

Once your order has been prepared and dispatched from our warehouse, a shipping confirmation email containing tracking information will be sent to the email address provided during checkout.

2. Shipping & Delivery

We dispatch orders using recognized international express carriers, including Priority services operated by DHL, FedEx, and UPS.

Estimated delivery time to Europe: 5–12 business days after dispatch.

Delivery times are estimates and may vary depending on customs clearance, local courier operations, or weather conditions. Customers will automatically receive automated email notifications at important delivery stages (dispatch, carrier acceptance, transit updates, and final delivery).

3. Delayed Deliveries and Dispute Resolution

We are committed to ensuring you receive your order. If an order has not been delivered within the normal delivery timeframe, please contact us directly before initiating any disputes with your payment provider.

Petprimavest will immediately open an investigation with the relevant carrier. Based on the carrier’s findings, we will proactively provide an appropriate resolution:

Shipment of a replacement order; or

A full refund where the shipment is confirmed as lost by the carrier.

4. Right of Withdrawal (European Customers)

In accordance with European consumer protection legislation, customers purchasing as consumers have the right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.

To exercise this right, you must notify our team before the 14-day period expires at:

Email: clothing@petprimavest.com

Following our authorization, goods must be returned within the timeframe required by applicable EU legislation.

5. Return Conditions (Specific to Pet Clothing)

To be eligible for a return, items must meet the following strict conditions to ensure hygiene and product integrity:

Be returned within the applicable return period;

Be unused, unworn, and unwashed (except where inspection is reasonably necessary to check the size and fit);

Be completely free of pet hair, dander, stains, or odors;

Include all original tags, accessories, and packaging where reasonably available.

Petprimavest reserves the right to apply a reduction in the refund amount if the handling of the goods exceeds what is necessary to establish their nature, or if the item requires extensive cleaning, in accordance with applicable European consumer legislation.

6. Return Address

Please contact us for return authorization before sending any items back. Unless otherwise instructed by our support team, approved returns should be sent to our direct facility:

Petprimavest

1A Eunos Crescent, #01-2479

Singapore 401001

Note: Customers are highly encouraged to use a trackable shipping service and retain proof of postage until the return is fully processed.

7. Damaged, Defective, or Incorrect Items

Every item undergoes quality control before dispatch. However, if an item arrives damaged, defective, or differs from your order, please contact our support team immediately after delivery at clothing@petprimavest.com.

Please include:

Your order number;

A clear description of the issue;

Clear photographs showing the defect or damage.

Upon verification, Petprimavest will promptly arrange either a replacement item or a full refund. In most verified cases of severe damage or defect, returning the affected item may not be required.

8. Refund Process

Once your returned item is received and inspected at our Singapore facility, you will be notified by email regarding the approval or rejection of your refund.

If approved, the refund will be processed securely via Stripe back to your original method of payment. Please allow 5–10 business days for the funds to appear on your bank or credit card statement, depending on your financial institution’s processing times.

9. Secure Payment Methods

Payments are processed securely. We accept the following methods where available at checkout:

Visa, Mastercard, American Express

Apple Pay, Google Pay

Supported electronic wallets displayed during checkout.

Refunds can strictly only be issued to the original payment method used for the transaction to prevent fraud.

10. Non-Returnable Situations

The statutory right of withdrawal does not apply to goods that have been made to a customer’s individual specifications or clearly personalized. This does not affect your mandatory statutory rights regarding defective goods.

11. Contact Information

Brand: Petprimavest

Company: MONSTERPET PTE. LTD.

Registration Number: 202234686K

Registered Address & Warehouse Address:

1A Eunos Crescent, #01-2479

Singapore 401001

Telephone: +65 62501368

Email: clothing@petprimavest.com