Modern Luxury Cat Tree Wooden Multi-Level Cat Tower

Return request must be opened within 7 days for all products except electronics after you received them by notifying us via admin@theprimemart.com

For electronics, Return request must be opened within 3 days after you received them by notifying us via admin@theprimemart.com

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@theprimemart.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any questions at admin@theprimemart.com.

Sale items or items purchased during a promotional event are only eligible for a store credit or exchange

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

For damaged, and wrong items,  we will pay return label and we offer a full refund or replacement.

For incorrect address and ordering incorrect items by buyer, buyer will pay return label.

For buyer's remorse case, buyer will pay the return label.

For Orders Not Received, if customers didn't receive their orders, we will refund the purchased amount to customers.  However, if the tracking information shows the order is delivered, we will not able to refund you.

Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorized person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection center for you to collect.

When if the local distributor won't be able to deliver to the customer's address, it will be returned to the local post office for storage in 3-7 days. Meanwhile, it is the customer's responsibility to pick up the package by themselves. Otherwise, the product will be returned to the senders. During the return, we take no responsibility if products have been lost. 

Missing products

Natural Disasters

We take no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.