Overview

At Uppet Srl, through our brand Primenove, we are committed to delivering high-quality plastic accessories for pets. If for any reason you are not satisfied with your purchase, you may return any item bought from our official website within 30 days of delivery, provided it is unused, in perfect condition, and returned in its original packaging with all labels and accessories. Returns will not be accepted for customized items, promotional or discounted products, or goods that show signs of use, damage, or alteration.

If you return a product simply because you’ve changed your mind, shipping costs will be your responsibility; however, if the return is due to a defective or incorrect product, Uppet Srl will cover shipping costs and provide a prepaid label or arrange collection. For in-store purchases made through authorized retailers, returns must be managed directly with the store and are subject to the retailer’s return policy. In case an authorized retailer needs to return an item to Uppet Srl, they must contact our support team at assistenza@primenove.com and provide store information, reason for return, proof of purchase, and product photos. Once reviewed, we will provide return instructions and offer either a replacement or credit note.

If a Primenove product was purchased from an unauthorized third-party website, you must contact that seller directly, as Uppet Srl does not accept direct returns from unauthorized marketplaces. Assistance for defective items is available only for verified purchases through authorized sellers. If in doubt, contact us at assistenza@primenove.com to verify the legitimacy of the retailer.

If you receive a defective or incorrect product, notify us within 7 days by emailing your order number and photos to info@primenove.com. We will provide a free replacement or a full refund if the item is not available. Refunds are processed within 5–7 business days after we receive and inspect the returned item, and will be issued to the original payment method. Note that original shipping fees are non-refundable, and processing times may vary by payment provider.

Need help?

For any questions, you can reach us at assistenza@primenove.com or call +39 351 5006162 (Monday–Friday, 9:00 AM to 6:00 PM). Return address: Uppet Srl – Via Orazio, 47, 65128 Pescara (Italy).

We value your feedback on returned products—please share your reasons and suggestions. Thank you for choosing Primenove® for your beloved pets.