Last updated: 16 October 2026
We want you and your furkids happy. This policy explains when and how refunds work for one-time orders and prepaid packs, and what happens to PetPoints and referral rewards when a refund is issued.
1. One-time orders
If your order arrives damaged, faulty, or materially different from what you ordered, contact us within 7 days of delivery with photos where possible. We'll arrange a replacement or a refund to your original payment method. Refunds are typically processed within 7–14 business days once approved, depending on your bank/payment provider.
2. Change of mind
Because our products are consumable pet supplements, we can only accept change-of-mind returns for unopened, unused items in original packaging, within 7 days of delivery. Opened items can't be returned for change of mind, for hygiene and safety reasons.
3. Prepaid packs — pro-rata refunds
We are not selling new prepaid packs at this time — this section continues to apply if you already hold one. A prepaid pack (3-pack, 6-pack, etc.) is one order, paid in full upfront, with the remaining units shipped to you on a schedule. If you'd like to cancel a pack partway through:
- Units already shipped to you are not refundable under this clause (they're covered by section 1 above if faulty/damaged instead).
- Units not yet shipped are refundable pro-rata, any time — we refund the portion of your original payment that corresponds to the tubs we haven't sent you yet.
Example: on a 3-pack bought at RM225 with one tub shipped, you're entitled to a pro-rata refund of the remaining 2 tubs' share of what you paid, minus nothing else — no cancellation fee.
4. PetPoints & referral rewards on refund
Because PetPoints and referral rewards are earned from what you actually paid, a refund reverses them:
- Points clawback = the same proportion of the order's earned points as the refunded amount is of the order total, rounded down. If you've already spent those points, your points balance can go negative — it stays visible in your account and is worked off by future earning, it isn't hidden or hit with extra fees.
- Referral rewards reverse too, if this order is the one that earned them: when the order that triggered your referrer's RM10 voucher is refunded, that voucher is cancelled — unless they've already redeemed it, in which case it stays theirs (money already spent isn't clawed back), though large or repeated abuse is reviewed manually. A referral reward is a single flat amount, not a share of the order, so there is nothing further to scale down.
- Refunds after points have expired still claw back — it's tracked as a balance adjustment rather than skipped.
5. Wholesale (stockist) orders
Stockist wholesale orders don't earn points or referral rewards in the first place (per our stacking rule — a margin OR a reward, never both), so refunds on those orders are handled purely as a wholesale return/credit matter between us and the stockist, under the stockist agreement.
6. How to request a refund
Go to your order in My Orders and message us on WhatsApp or email [email protected] with your order number and the reason. We aim to respond within 1 business day.
7. Shipping costs
Shipping fees are refunded only when the return is due to our error (wrong/faulty/damaged item) or when an entire order is cancelled before it ships. Shipping is not refunded on partial pack cancellations or change-of-mind returns.