Exchange, Refund and Return Policy

Exchanges / Refunds / Replacements / Returns:

If you are within the 30-day return period, we offer you 3 options:

1-Exchange your item for a different size/color.

Exchanges are only available for the same size and/or color of the same model. Exchanging for a different product is strictly prohibited. We recommend returning your original item for a refund and placing a new order for the desired product.

2-Refunds and vouchers.

Products can only be returned if they are still in their original condition and packaging. Products used or damaged by the customer are not refundable.

By default, the reimbursement method is by vouchers.

If you wish to receive a refund to the original payment method used for your purchase, you must notify us on the return form, and a 15% inspection, storage and handling fee will be applied.

Exchanged orders or returned/exchanged items due to manufacturing defects will not be subject to this restocking fee. The fee will be applied to the original order and the balance will be refunded.

Only the final price paid (after any discounts) will be refunded.

Discount codes or store credits cannot be reissued and are non-refundable.

How long does it take to receive a refund?

Typically, refunds can take up to 3-5 days to process. All refunds must be verified for authentication and must go through our accounting department for processing.

Late or missing refunds:

-Check your bank account
-Contact your bank
-Processing time usually takes 3-5 business days
-If you’ve done all of this and you still have not received your refund yet, please contact us at support@korlem.com

3-Replacement for wrong or defective item.

We apologize for the inconvenience!

We offer replacement for incorrect or defective items.

Please email us at support@korlem.com with the following details:

-Your order number

-Description of the problem (e.g. wrong/defective item)

-A photo or video

4- Return policy:

We accept returns* for any reason!

Whether you are unsatisfied or have simply changed your mind. Our return policy is 30 days from the moment you receive your products.

If for any reason you are not satisfied, simply fill out the return form.

Sign it, then send it with your package to the address we will provide when you contact our support.

How to return an item?

Each return request must be accompanied by a return form which you will receive by email.

Please complete the form as accurately as possible and send your item along with the form to the return address provided to you by email.

For any questions or concerns, please email us at support@korlem.com.

Return shipping costs:

The customer is responsible for paying their own shipping costs to return an item. If you receive store credit, it will be for the amount you paid. If you notified us for a refund, you will receive exactly what you paid for the product minus the restocking fee.

If you would like an exchange: Depending on your country of origin, it may take 2-7 weeks for your exchanged item to reach you.

Disclaimer:

We strongly suggest you return the product to us with a tracking number.

Returns & Exchanges:

At Premium Canin, we do our best to provide the most detailed product descriptions so that you do not encounter any surprises when receiving our products.

We want our customers to know exactly what they are ordering.

Order Cancellation Policy:

We pride ourselves on our ability to process orders quickly on our website.

Most orders are processed within 12 hours. If you wish to cancel your order for any reason, please email us at support@korlem.com as soon as possible.

The vast majority of in-stock items are processed and/or shipped within 12 hours, so it is imperative that you contact us within this time frame so we can attempt to cancel your order before it is processed and/or shipped.

No request for order cancellation can be taken into account if the order has already been processed.

Address error:

It is your responsibility to verify the accuracy of the shipping address and to contact us promptly for any changes before your order is shipped. Once the package has been shipped, we cannot be held responsible for address errors.

If an address correction, addition of additional information, or change of address is necessary after shipping, fees of up to EUR 20, depending on the weight of the package, may be applied by the carrier.

We are not responsible for refused or undeliverable orders due to incorrect, incomplete, or inaccessible addresses.

Packages abandoned by the customer and destroyed by the carrier

Please note that packages that are abandoned by customers and destroyed by the carrier due to non-collection or failure to respond to our contact attempts are not eligible for a refund. Once a package is returned to the carrier, it may be destroyed after 10 to 30 days, in accordance with the carrier's procedures. In these cases, we are unable to provide support or provide a refund.

We encourage you to carefully track your order and respond promptly to any communications regarding delivery issues to avoid such situations.