​

# Return and Refund Policy

**Last Updated: January 8, 2024**

Thank you for shopping at Promeal! We are committed to providing you with high-quality live feeder insects for your exotic pets and reptiles. Your satisfaction is our top priority, and we want to ensure that you have a positive experience with our products. To assist you in understanding our return and refund procedures, we have outlined our policy below.

​

## 1. Returns

### 1.1 Eligibility

We accept returns for the following reasons:

- **Damaged or Defective Products:** If you receive damaged or defective live feeder insects, please contact us within 48 hours of receiving your order to initiate the return process.

​

### 1.2 Non-Eligibility

We do not accept returns for the following reasons:

- **Change of Mind:** We do not accept returns if you simply change your mind about your purchase.

- **Inappropriate Handling:** If the live feeder insects have been improperly handled or stored by the customer, leading to their compromised health, returns will not be accepted.

​

## 2. Returns Procedure

To initiate a return, please follow these steps:

### 2.1 Contact Customer Support

- Within 48 hours of receiving your order, contact our customer support team via [email address or phone number] to report the issue and request a return authorization.

### 2.2 Return Authorization

- Our customer support team will guide you through the return authorization process and provide you with a return authorization number (RMA). This RMA must be clearly marked on the package you return.

### 2.3 Package the Items

- Carefully package the items you wish to return, ensuring they are in their original condition and packaging.

### 2.4 Send the Package

- Send the package to the return address provided by our customer support team.

### 2.5 Notify Us

- Once your return is shipped, notify us with the tracking information.

​

## 3. Refunds

### 3.1 Eligibility

- If your return is approved and the returned items are in their original condition and packaging, we will process your refund.

### 3.2 Refund Process

- Refunds will be processed within 7-10 business days of receiving your returned items.

### 3.3 Refund Method

- Refunds will be issued to the original payment method used for the purchase.

## 4. Shipping Costs

- Shipping costs for returns are the responsibility of the customer unless the return is due to a mistake on our part (e.g., sending the wrong item).

## 5. Contact Us

If you have any questions or concerns regarding our Return and Refund Policy, please feel free to [contact us](link to the Contact Us page). Our dedicated customer support team is here to assist you and address any issues you may have.

​

**Please note that Promeal reserves the right to update or modify this Return and Refund Policy at any time without prior notice. Please review this policy periodically for any changes.**

​

*Your satisfaction with our products is of utmost importance to us, and we appreciate your trust in Promeal.*