Return Policy

We want every pet parent to be completely satisfied with their purchase. If something isn’t right, our 30-day return policy makes it easy to resolve the issue quickly and fairly.

1. Email support@prenora.shop with your order number and reason for return.
   
2. We will provide a return authorization and instructions for shipping the product back.
   Prenora reserves the right to refuse returns that do not meet the above criteria.

Once we receive and inspect the item, we will email you regarding approval of your refund or exchange.

To begin a return, contact our support team with your order number and reason for return:

Email: support@prenora.shop
Phone: +1 (636) 338-1691

Once your return request is approved, we will provide you with the return shipping address and instructions.

Once your return is received and inspected, we’ll notify you via email of approval or rejection

• If approved, refunds are issued to your original payment method (e.g., PayPal) within 5–7 business days
  
• Shipping fees are non-refundable, unless the return is due to an error or defect on our part
  

If you received a damaged or defective product, please notify us within 7 days of delivery:

• Email clear photos of the product and packaging
  
• Describe the issue for faster resolution
  
• We will offer a replacement or full refund, depending on product availability and your preference
  

We do not currently offer direct exchanges.

If you'd like to order a different size, color, or item, we recommend:

1. Returning the original item for a refund
   
2. Placing a new order for the desired product separately