Refund and Returns Policy

1. Return Eligibility

We accept returns within 14 days of receiving your order, provided that:

  • The item is unused, in its original packaging, and in the same condition as when it was delivered.
  • The item is not opened, especially for food, treats, supplements, or hygiene products (for hygiene and safety reasons).
  • You provide the original invoice or order number.

Non-returnable items include:

  • Pet food, treats, supplements, and any edible products once opened.
  • Grooming products, shampoo, or items that come into direct contact with pets once opened.
  • Customized or personalized items.
  • Items that have been used or damaged due to improper handling.

2. Refund Process

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund.

  • If approved, the refund will be processed to your original payment method within 7–14 business days.
  • Shipping and handling fees are non-refundable.
  • If the return is due to our error (wrong item shipped or defective product), we will cover the return shipping cost.

3. Defective or Wrong Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with clear photos of the issue. We will arrange for a replacement or full refund at no extra cost to you.

4. How to Return an Item

  1. Contact our customer service at [[email protected]] or through the website chat with your order number and reason for return.
  2. We will provide you with return instructions and a return address in Malaysia.
  3. Ship the item back to us. We recommend using a trackable shipping service.

5. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired product.

6. Cancellation Policy

You may cancel your order within 24 hours after placing it for a full refund (before the order is processed or shipped). Once the order has been shipped, cancellation is no longer possible and you will need to follow our return process.

7. Contact Us

If you have any questions regarding our Refund & Return Policy, please contact us:

  • Email: [[email protected]]
  • Phone: [+60 11 8211 514]
  • WhatsApp: [+60 11 8211 514] (Recommended)

Thank you for shopping at Petlihome.