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Refund Policy

Last Updated: July 2025

At PRML, we stand behind the quality of our products and services. If you're not completely satisfied, we're here to make it right. This policy explains what qualifies for a refund or exchange, how to request it, and any applicable conditions. 

1. Eligibility & Timeframes 

You may request a refund or exchange under the following conditions and within the specified windows: 

  • Core Products (Raw Food, Treats, Toppers, Supplements, Electrolytes): 

    • Unopened Items: Full refund or exchange within 30 days of delivery. 

    • Opened Items: Up to 50% refund if returned within 14 days of opening due to pet refusal or documented adverse reaction. 

  • Subscription Plans: 

  • PRML Access & Elite:

    • Cancel anytime before your next billing date. 

    • Pro-rated refund for unused ays in the current billing period. 

  • PRML World

    • No refunds during the initial 12-month term. 

    • After 12 months, cancel with 30 days' notice for a prorated refund on unused days. 

  • Experiences (Retreats) 

    • Retreats: 50% deposit refundable (minus 10% handling fee) if canceled 30+ days before event; non-refundable within 30 days. 

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2. Returns & Refund Process

Follow these steps to request a refund or exchange: 

  1. Submit Request: Email edgehill.ascnd@gmail.com with your order number, item(s) name, and reason for return. 

  2. Receive Authorization: We will reply within 2 business days with an RMA (Return Merchandise Authorization) number and shipping instructions. 

  3. Ship Item Back: Return items using a trackable carrier within 7 days of receiving your RMA. Include the RMA number on the package. 

  4. Inspection & Refund: After inspection, we will process your refund to the original payment method within 5 business days and notify you by email. 

3. Conditions & Exclusions

Certain items and situations are not eligible for full refund: 

  • Non-Refundable Items: 

    • Custom or bespoke World-Tier batches 

    • DNA analysis or kit fees 

    • Opened perishable samples beyond the 14-day window 

    • Promotional gifts and free samples 

  • Shipping Charges: 

    • Original shipping and handling fees are non-refundable unless we made an error. 

    • You are responsible for return shipping costs unless the return is due to a PRML error or defective item. 

  • Policy Abuse: 

    • We reserve the right to refuse refunds or future service for suspected abise, fraud, or repeated returns. 

4. Contact & Support 

Need help or have questions about a return? We're here for you: 

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Thank you for choosing PRML. We appreciate your trust and strive to keep your pet's experience exceptional. 

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