Delivery, Exchange & Return Policy

Product Exchange & Return Policy

You may return or exchange most items within 14 calendar days from dateof purchase (for in-store) or delivery (for online).

To qualify for an exchange or return:

• Proof of purchase is required.
• Item must be unused, in original packaging, and in resaleable condition.
• Requests must be made at the original store of purchase, or by contacting hello@petsmore.com.my for online orders.
• Petsmore reserves the right to inspect all returned items before approval.

We cannot accept returns or exchanges for:

• Opened food, treats or supplements (unless defective).
• Perishable goods (e.g., frozen food).
• Hygiene, health, personal care, and accessories.
• Clearance, sale or promotion items.
• Gift cards, vouchers, and custom orders.

Petsmore will provide an exchange or refund for defective or damaged items. This covers valid defects only (e.g., spoilage, foreign matter, off odour, broken seal, incorrect expiry) and must not be consumed beyond 20% of the original weight or volume.

Only 1 exchange is allowed per purchase. You may return the unused items within 14 calendar days at your own cost; original delivery fees are non-refundable. If the new item is of higher value, the price difference must be paid. No refund will be issued for exchanges to items of lower value.

If approved, refunds will be processed as store credits within 14 working days from date of approval. The refund value will only be issued for the actual amount paid; any loyalty points or vouchers used toward the purchase will not be credited back to your account.

Return address:

Petsmore Sdn Bhd (E-Commerce Returns)
Bukit Raja International Industrial Complex (BRIIC)
1, Jalan Keluli 2B/KU2, Kawasan Perindustrian Bukit Raja, 41050 Klang,
Selangor, Malaysia L2-B1