Refund and Returns Policy

📦 RETURN & REFUND POLICY — PET SUPPLIES

Thank you for shopping with us! We want you and your pets to be satisfied with every order. Please read our policy carefully to ensure smooth processing of any concern.

🛍️ RETURNS

• Returns are accepted within 7 days of receiving your order.
• Items must be unused, unopened, and in original packaging.
• For hygiene and safety reasons, we do not accept returns of opened pet food, treats, or used pet accessories.

✅ ELIGIBILITY FOR RETURN

To be eligible for a return, your item must:

• Be in the same condition as received
• Be in the original packaging

💰 REFUNDS

• Refunds are issued once the returned item has been inspected and approved.
• Refunds will be sent to the original payment method.
• Shipping fees are non-refundable, unless we shipped a damaged or incorrect item.

Partial Refunds may apply for:

• Items with obvious signs of use (e.g., toys, opened accessories)
• Items not in original condition or missing parts (not due to our error)
• Items returned more than 30 days after delivery

Sale Items:

• Only regular-priced items are refundable.
• Sale items are not eligible for refunds.

Late or Missing Refunds:

• Check your bank account again
• Contact your credit card company, as it may take time to post
• Reach out to your bank for processing times

🔁 EXCHANGES OR WRONG ORDER PLACEMENT

• Exchanges are only processed if the item is defective, damaged, or you received the wrong product.
• For orders exchanged due to buyer error or wrong order placement, the buyer is responsible for all shipping fees (return and resend).

Shipping Address for Exchanges:

Return your product to:

EMC Bldg. 18 Felix Ave.,
Brgy San Isidro,
Cainta, Rizal

• Shipping costs are non-refundable
• Delivery time for exchanges may vary
• For high-value items, we recommend trackable shipping or insurance

🚫 DAMAGED ITEM POLICY (STRICT)

To process any claim for damaged or missing items:

📹 NO OPENING VIDEO = NO REFUND / NO REPLACEMENT

• A clear, continuous video of the parcel being opened is required
• Video must show:
  ✔️ Condition of the package
  ✔️ Shipping label
  ✔️ Entire unboxing process (not edited or cut)
• Without this video, we cannot issue a refund or replacement

⏱️ Report Within 48 Hours

• Message us within 48 hours of receiving your order
• Claims made after 48 hours cannot be honored

📩 HOW TO CONTACT US

Please email or message us using the format below:

📄 REQUIRED FORMAT (COPY & PASTE)

NAME:
ADDRESS:
CONTACT NUMBER:

ORDER ID:
ORDER DATE:
ITEM / QTY:
PHOTO / EVIDENCE: (Attach clear photos or unboxing video)

🕵️ INVESTIGATION TIMELINE

All requests will undergo an investigation process of 1–2 days. We appreciate your patience while we review your claim.