Refund policy

At Petizen.sg, we want every pet parent to shop with confidence. If something is not right with your order, please contact us and we will do our best to assist you fairly and promptly.

1. Return Eligibility

We accept return requests within 7 days from the date of delivery, subject to approval.

To be eligible for a return, the item must be:

Unused, unopened, and in its original packaging
In the same condition as received
Complete with all tags, seals, manuals, accessories, free gifts, and original packaging
Accompanied by a valid order number or proof of purchase from Petizen.sg

For hygiene, safety, and quality reasons, returned items that are opened, used, damaged, incomplete, or not in resalable condition may be rejected.

2. Non-Returnable & Non-Refundable Items

Due to pet safety, hygiene, and product freshness, the following items are not eligible for return or refund, unless the item received is defective, damaged, expired, or incorrect:

Opened pet food, treats, supplements, or consumables
Frozen, chilled, fresh, or perishable items
Cat litter, pee pads, diapers, wipes, cleaning products, grooming liquids, sprays, shampoos, and hygiene-related items
Beds, carriers, bowls, toys, apparel, collars, leashes, and accessories that have been used, washed, stained, chewed, scratched, or damaged
Clearance, final sale, bundle sale, promotional, or marked-down items
Gift cards, vouchers, and digital products
Items damaged due to misuse, improper handling, or normal wear and tear

3. Damaged, Defective, Expired, or Wrong Items

Please check your order as soon as it arrives.

If you receive an item that is damaged, defective, expired, or incorrect, please contact us within 48 hours of delivery with the following:

Your order number
Clear photos or videos of the item
Photos of the outer packaging, shipping label, and affected product
A short description of the issue

Once verified, we may offer a replacement, exchange, store credit, or refund depending on the situation.

4. Exchanges

Exchanges are subject to product availability and approval.

If the requested replacement item is unavailable, we may offer store credit or a refund after the returned item has been received and inspected.

5. Change-of-Mind Returns

Change-of-mind returns may be accepted on a case-by-case basis, provided the item meets all return eligibility conditions.

For approved change-of-mind returns:

Return shipping costs will be borne by the customer
Original delivery fees are non-refundable
Any payment processing fees, if applicable, may not be refundable
Petizen.sg reserves the right to reject items that are not in original, unopened, and resalable condition

6. Return Shipping

Customers are responsible for arranging and paying for return shipping unless the return is due to our error, such as a wrong item, defective item, or damaged item received.

We recommend using a trackable delivery method. Petizen.sg is not responsible for returned parcels that are lost or damaged during return transit.

7. Refunds

Once your returned item has been received and inspected, we will notify you of the refund status.

If approved, refunds will be processed back to the original payment method where possible. Please allow 7–14 business days for the refund to be reflected, depending on your bank, card provider, or payment platform.

Shipping fees, handling fees, vouchers, discount codes, and promotional benefits may not be refundable unless the refund is due to an error by Petizen.sg.

8. Orders Paid with Vouchers, Discounts, or Promotions

For orders purchased using vouchers, discount codes, bundles, or promotional pricing:

Refunds will be based on the final amount paid after discounts
Used vouchers or discount codes may not be reinstated
Free gifts must be returned together with the item, unused and in original condition
If free gifts are not returned, their retail value may be deducted from the refund amount

9. Order Cancellations

Orders can only be cancelled before they are packed or dispatched.

Once an order has been processed, packed, handed over to courier, or dispatched, cancellation may no longer be possible. Customers may submit a return request after receiving the item, subject to this policy.

10. Failed Delivery, Incorrect Address, or Unclaimed Parcels

Please ensure your delivery details are accurate before placing an order.

If a parcel is returned to us due to an incorrect address, failed delivery, or unclaimed parcel:

Re-delivery fees may apply
Original shipping fees are non-refundable
Refunds, if approved, will exclude shipping and handling charges

11. How to Request a Return or Refund

To request a return or refund, please contact us at:

Email: info@petizen.sg

Provide the following details:
Order Number: [insert order number]
Reason for Return: [briefly describe the issue]
Photos/Videos: Attach clear supporting images where applicable

Please do not send any item back without contacting us first. Returns sent without prior approval may not be accepted.

12. Final Decision

Petizen.sg reserves the right to assess each return, exchange, and refund request on a case-by-case basis.

This policy does not affect your rights under applicable Singapore consumer protection laws for goods that are defective, misrepresented, or do not conform to contract.