Returns & Exchanges

We want you and your pet to love your Primenest order. If something isn't right, we're here to make it easy.

30-Day Return Window

You have 30 days from the date of delivery to request a return or exchange. Items must be unused, unwashed, and in their original packaging with all tags attached.

How to Start a Return

Email us at support@primenest.io with your order number and the reason for the return.
Our team replies within 24 hours with return instructions and a prepaid label when applicable.
Pack the item securely and ship it back using the provided label.

Refunds

Once we receive and inspect your return, we'll process your refund to the original payment method. Refunds typically appear within 5–10 business days depending on your bank or card issuer.

Exchanges

Need a different size or color? Let us know in your return request and we'll send a replacement as soon as the original item is on its way back.

Damaged or Defective Items

If your item arrives damaged or defective, email us at support@primenest.io with photos within 14 days of delivery. We'll arrange a replacement or full refund at no cost to you.

Non-Returnable Items

For hygiene and safety reasons, some items cannot be returned once opened, including used feeding accessories and pet clothing that has been worn. If you're unsure, reach out before you order.

Questions? Email support@primenest.io — we're happy to help.