Return / Refund Policy

If you’re looking to return or exchange your order for whatever reason, we're here to help!
We offer returns or exchanges within 7 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method.

Refunds and Exchange Conditions
  • Discounted items are final and cannot be returned or exchanged
  • Returned items must have tags still on and be returned in original packaging
  • Returned items must have no visible signs of wear or use
  • Free items given as part of any promotions cannot be exchanged or refunded
EXCHANGES
Exchange Eligibility
Refunds are only applicable in the following circumstances:		 Exchange fee (Courier) Exchange fee (In-store exchange)
The Product was delivered in a damaged condition or has passed its expiry date. $3 Free
The Product has a manufacturer defect. $3 Free
The Wrong Product was delivered. Free Free
Product size is unsuitable (One time exchange only) Applies only to collars, beds, carriers, artificial trees, pots and baskets $8 Free
VIP loyalty points that were used for redemption of an item will be forfeited when the item is returned. In addition, loyalty points earned from the purchase of the returned item will be deducted.
Time line for exchange process
Steps Duration (days)
Raise a case via email / WhatsApp 1 working day to get a reply and lodge a case number
Investigation and collection of data 1-3 working days (Depending on customer's reply speed as well)
Arrangement of courier for exchange service 1-3 working days
REFUNDS
Refund Eligibility
Refunds are only applicable in the following circumstances and form:
Where there are no replacements for the original product ordered due to defective goods, damaged items or wrong product delivered
When the original product ordered is out of stock or unavailable. You can choose to get a refund on the unavailable product, or you may decide to wait for the product to come in or select an alternative one. If an alternative product is selected and there is a price difference to the original product, you will need to pay the increment, or if it is lower, we will refund you the difference.
Refund will be in the form of store credits or via the original payment method
Time line for refund process
Steps Duration (days)
Raise a case via email / WhatsApp 1 working day to get a reply and lodge a case number
Investigation and collection of data 1-3 working days (Depending on customer's reply speed as well)
Refund of price for store credits 1-2 working days
Refund of price via original payment method 1-2 weeks (Depending on payment gateway's process as well)