Refund policy
Returns & Refund Policy
We want you and your pets to have a positive shopping experience. This Returns & Refund Policy explains when an order may be eligible for a return, replacement, refund, or other appropriate resolution.
1. General Policy
Because many of our products are pet food, treats, supplements, health-related products, grooming products, and other items intended for pets, we prioritize product safety and hygiene.
For health, safety, and hygiene reasons, we generally do not accept returns of opened, used, consumed, or tampered pet products unless the item is defective, damaged, incorrect, or otherwise qualifies for a remedy under applicable law.
Customers should inspect their order immediately upon delivery and contact us as soon as possible if there is an issue.
2. Eligible Reasons for Return, Replacement, or Refund
An order may qualify for a return, replacement, refund, or other appropriate resolution if:
The item received is damaged upon delivery.
The wrong product, variant, size, or quantity was sent.
The product is defective or has a manufacturing issue.
The product received is materially different from the product ordered.
The package is missing an item that was included in the order.
The product has an issue covered by the applicable manufacturer's warranty or guarantee.
The order has another issue that qualifies for a remedy under applicable Philippine laws and regulations.
3. Pet Food, Treats, and Consumable Products
For pet food, treats, supplements, and other consumable products:
We generally cannot accept returns once the product has been opened, used, consumed, or otherwise tampered with.
If the product is received damaged, defective, expired, contaminated, incorrect, or otherwise unsafe or unsuitable due to an issue attributable to us or our fulfillment process, please contact us immediately.
Do not allow your pet to consume a product if you believe it is damaged, contaminated, expired, or otherwise unsafe.
Keep the product, packaging, labels, batch/lot number, and other relevant information available while we investigate the issue.
4. Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please contact our Customer Service team as soon as possible.
To help us investigate and resolve the issue, we may request:
Order number
Customer name and contact details
Photos or videos of the product and packaging
Photos of the shipping label
Description of the problem
Batch/lot number or expiration date, when applicable
Other information reasonably necessary to verify the claim
We may coordinate with our courier, warehouse, supplier, manufacturer, or other relevant parties when investigating an order issue.
5. Change of Mind
We generally do not accept returns solely because a customer has changed their mind, ordered the wrong product, selected the wrong size or variant, or no longer wants the item, particularly where the product is a consumable, health-related, opened, used, or hygiene-sensitive product.
Any exception will be considered on a case-by-case basis and may be subject to applicable shipping, handling, or other reasonable conditions.
6. Refunds
If a refund is approved, we will process the refund using the applicable payment method or another appropriate method agreed upon with the customer, subject to the capabilities and processing rules of the relevant payment provider.
Refund processing time may vary depending on the payment provider, bank, e-wallet, marketplace, or other payment channel.
Where appropriate, we may offer a replacement, store credit, partial refund, or full refund depending on the circumstances of the order and the applicable legal requirements.
7. Return Shipping
If we determine that the issue was caused by an incorrect item sent by us, a fulfillment error, or a product defect attributable to us, we may arrange or reimburse reasonable return shipping costs, subject to our verification process.
If a return is approved for another reason, the customer may be responsible for applicable return shipping costs.
8. Non-Returnable Situations
Except where otherwise required by applicable law, we generally cannot accept returns for:
Opened or used consumable products
Products that have been partially consumed
Products damaged after delivery due to improper handling, storage, or use
Products intentionally or accidentally damaged by the customer or pet
Products without sufficient information to verify the order or claim
Products returned without prior approval or instructions
Products affected by conditions outside our reasonable control
This does not limit any rights or remedies that cannot legally be excluded under applicable law.
9. Product Storage and Handling
Customers are responsible for following the product's storage, handling, usage, and feeding instructions.
For pet food, treats, supplements, and similar products, please follow the manufacturer's instructions regarding storage, serving, preparation, and expiration.
We are not responsible for problems caused by improper storage, handling, misuse, modification, or use contrary to the manufacturer's instructions.
10. Veterinary and Medical Disclaimer
Our products are intended for pets and should be used according to the applicable product instructions.
Unless expressly stated otherwise, our products are not intended to diagnose, treat, cure, or prevent any disease.
For pets with medical conditions, allergies, special dietary requirements, or other health concerns, customers should consult a licensed veterinarian before introducing a new food, supplement, or health-related product.
11. How to Request Assistance
For return, replacement, or refund concerns, please contact our Customer Service team through the contact details provided on our website.
Please include your order number and a clear description of the issue.
We will review each valid request fairly and communicate the available resolution to the customer.