Return & Refund Policy

We would want you to be fully satisfied with every product that you purchase from our online store. It's OK if you choose a wrong product.

You are eligible for return request, with choices of exchange with same product or refund in the form of online credit which located at "Store Credit" with the following conditions:

 

Exchange

• Exchange will be sent once the return is received.
• Customer bears the return and re-delivery shipping costs.​

Refund

• Full refund except the initial shipping costs will be issued upon receiving the product/s.
• Refunds will be processed to method of payment given by customer within 7 business days.
• Processing fees will be deducted should it occurred during the refund.
• The customer bears the return shipping costs.

Defective / Wrong product/s

• In any rare case, a product/s is defective or wrongly sent, we will bear all the shipping costs.
• For a defective or totally wrong product/s, a new shipment will be sent upon receiving the proof of the returned product/s.
• If it is a right product/s with missing parts only, the parts will be shipped after contacting us.

Broken product/s / Parcel Opened

• In any case, a product/s is broken or parcel is opened after receiving the parcel, customer is required to informed the Courier Service at once.
• We are not held responsible for any broken or opened parcel because our parcel are sent out in good condition and packaging.

Returned product/s exemption

Product/s that are exempt from being returned.

 

• We cannot refund open bags of food or treats of any kind. Therefore, please ensure that you make your purchase selections carefully. 
• Sometimes your pet just doesn’t like the new food you have purchased for them. Maybe it causes them to have an upset tummy, or they simply turn their nose up to it. Sorry No Refund/Return for this case.​

• Opened medication or vitamins
• Used Sanitary product/s
• Used grooming tools
• Opened / Used Toys

​​Manufacturer Warranties

As all these food and treats are perishable products, no warranty would be provided after 3 days delivery. If there is any issue with the products within 3 days, We will happily refund you the price of the food into the "Store Credit", but it is up to you to organise shipping and pay for the shipping costs associated with sending back the unused portion of the food. We need this to allow us to get the credit for the food from the manufacturer.  Please inform us at Returns@petshop.com.my within 3 days upon delivery. 

The returned goods/products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/products has been used or damaged by the customer, there will not be any refund. PETSHOP.COM.MY will also not be responsible if your shipment is lost during the return transit. Once we have checked and confirm the goods/products, customer will received their refund within 7 working days after the confirmation.

 

RETURN STEPS

Step 1:

Once open the parcel and found the item was wrong. Please take picture immediately and contact us by whatapps or email follow by information

Name:  Account Username

Register email:

Contact number:

Order number:

Receive date:

 

Step 2:

Please return your purchase to the Petshop.com.my at the following address:

34, JALAN NILAM 1/1, SUBANG HITECH INDUSTRIAL PARK, SUBANG JAYA, 47500 SELANGOR

 

Step 3:

Once we receive the item, we'll send the correct item to you within 5 working days.

Please contact us at Returns@petshop.com.my  If you have any difficulties or problems, please do not hesitate to contact us at 011-28359288 (Mon - Fri : 9:30a.m - 5:30p.m) MONDAYS - FRIDAYS ONLY