Product Exchange & Return Policy

1. Orders are exchangeable within 7 calendar days upon receipt where meet the exchange requirements.
2. Exchange policy only valid for normal merchandise only.
3. Life Pet, Services and Clearance items are not entitled for exchange.
4. Exchange ONLY allows at the purchased outlet.
5. Exchange items must be equal or greater value.
6. Exchange form will be required to fill in with personal data such as name, NRIC, contact number, signature and submit to related department to proceed for exchange.
7. For online purchase (purchase via mobile app only), exchange can be only allowed after approve by E-Commerce Department. Please WhatsApp 012-548 8449 for any exchange issue.
8. For online purchase (purchase via mobile app only), please return your purchase to the following address:

PETSMORE SDN. BHD. (ECOM DEPARTMENT)

No. 25, Jalan Haji Abdul Manan 3/KU8,

Taman Perindustrian Meru Barat,

42200 Kapar, Selangor.

9. Returned items must meet the following requirements:
   • Exchange is valid for product defect issue such as worms, mould, freshness, quality issue and not functioning.
   • Consumable item must be consumed less than 20% of the original weight or volume.
   • Returned item must be in original packaging.

Product Refunds Policy

1. Refund policy is valid on normal merchandise only.
2. Life Pet, Services and Clearance items are not entitled for refund.
3. Items are refundable within 7 calendar days upon receipt where meet the refund requirements.
4. Refund ONLY allows at the purchased outlet.
5. Refund items must meet the following requirements:

• Refund is valid for product defect issue such as worms, mould, freshness, quality issue and not functioning)
• Consumable item must be consumed less than 20% of the original weight or volume.
• Refund item must be in original packaging.

6. Refund amount is based on the original purchased price.
7. Refund form will be required to fill in with personal data such as name, NRIC, contact number, bank account details, signature and submit to related department to proceed for refund.
8. Expected time of refund may take up to 14 working days.
9. For online purchase (purchase via mobile app only), refund can be only processed after approve by E-Commerce Department. Please WhatsApp 012-548 8449 for any refund issue.
10. For online purchase (purchase via mobile app only), please return your purchase to the following address:

PETSMORE SDN. BHD. (ECOM DEPARTMENT)

No. 25, Jalan Haji Abdul Manan 3/KU8,

Taman Perindustrian Meru Barat,

42200 Kapar, Selangor.