Refund & Returns Policy for Urban Pet Supplies Sdn. Bhd.
We value customer satisfaction and strive to ensure all products arrive in excellent condition. If you are not fully satisfied with your purchase, please review our refund and returns policy below.
1. Eligibility for Returns
Products may be eligible for return if:
- The item received is defective or damaged
- Incorrect item was delivered
- Product is significantly different from the description
- Return request is made within the allowed return period
To qualify for a return:
- Items must be unused and in original packaging
- Proof of purchase or order confirmation is required
- Products must not be damaged due to misuse or negligence
2. Non-Returnable Items
The following items are generally not eligible for return:
- Opened pet food products
- Perishable goods
- Grooming or hygiene-related products once opened
- Clearance or promotional items
- Customized or special-order products
3. Return Period
Customers must contact us within 7 days of receiving the order to request a return or exchange.
4. Refund Process
Once the returned item is received and inspected:
- Approved refunds will be processed within 7–14 business days
- Refunds will be issued using the original payment method whenever possible
- Shipping charges are generally non-refundable unless the error was caused by us
5. Exchange Policy
We may offer product exchanges for:
- Defective products
- Wrong items shipped
- Size or product variation issues (subject to availability)
6. Return Shipping
Customers may be responsible for return shipping costs unless:
- Incorrect items were shipped
- Product arrived damaged or defective
We recommend using a trackable shipping method for returns.
7. Order Cancellation
Orders may only be canceled before shipment processing. Once shipped, cancellations are no longer allowed.
8. Contact for Returns
For refund or return requests, please contact:
Urban Pet Supplies Sdn. Bhd.
Phone: 010-434 2335
Email: urbanpet_supplies@outlook.com