We want you and your pets to be happy with your purchase. This Return and Refund Policy explains how returns, exchanges and refunds are handled for purchases made from Pets Needs.
Nothing in this policy limits any rights you may have under Singapore law, including the Consumer Protection (Fair Trading) Act and applicable Lemon Law provisions.
1. Change-of-Mind Returns
You may request a return within 14 calendar days after receiving your order, provided that:
The product is unused, unopened and in its original condition;
All seals, labels, tags and packaging remain intact;
The product is suitable for resale; and
You provide your order number or other acceptable proof of purchase.
Pets Needs reserves the right to reject a change-of-mind return if the product does not satisfy these conditions.
2. Products That Cannot Be Returned
For health, hygiene and safety reasons, we generally cannot accept change-of-mind returns for:
Opened or used shampoos, conditioners, sprays, balms and grooming products;
Opened pet food, treats, supplements or consumable products;
Flea, tick, dental, ear, eye or other health-related products once opened;
Grooming tools, feeding accessories or hygiene products that have been used;
Clearance, final-sale or promotional items identified as non-returnable;
Personalised or customised products;
Gift cards or vouchers; and
Products damaged through misuse, neglect or improper storage after delivery.
These exclusions do not apply where a product was defective, damaged, incorrectly supplied or did not conform to the order when delivered.
3. Defective, Damaged or Incorrect Products
Please inspect your order promptly after delivery.
If you receive a product that is defective, damaged, expired, incorrectly supplied or materially different from its description, contact us as soon as possible with:
Your order number;
A description of the issue;
Clear photographs or videos of the product;
Photographs of the packaging and delivery label; and
Any other information reasonably required to review the claim.
Where the product is confirmed to be defective, damaged or incorrectly supplied, Pets Needs may offer an appropriate remedy such as:
Replacement of the product;
Repair, where appropriate;
Refund or partial refund;
Reduction in price; or
Store credit, if accepted by the customer.
The remedy offered will depend on the circumstances and applicable Singapore law. Pets Needs will bear reasonable return or redelivery costs for products confirmed to be defective, damaged or incorrectly supplied.
4. Starting a Return
Before returning any product, please contact us at:
Email: thepetsneedsg@gmail.com
Please include your name, order number, product details and reason for requesting the return.
Do not send a product back before receiving return instructions from us. Unauthorised returns may be delayed or rejected.
Approved returns should be sent to:
Pets Needs(Inventory) 12 Farrer Park Road Singapore 2100012
Products remain the customer’s responsibility until received by Pets Needs. We recommend using a trackable delivery service and retaining the delivery receipt.
5. Return Delivery Costs
For approved change-of-mind returns, the customer is responsible for all return delivery costs. Original delivery charges are generally non-refundable.
If the return is caused by a defective, damaged or incorrectly supplied product, Pets Needs will arrange or reimburse reasonable return delivery costs where the claim is approved.
6. Exchanges
Eligible products may be exchanged, subject to stock availability.
If the replacement product costs more than the original product, you must pay the difference. If it costs less, the balance may be refunded or issued as store credit, depending on the circumstances.
If the requested replacement is unavailable, we may offer an alternative product, store credit or refund.
7. Refunds
Once a returned product is received, we will inspect it and notify you whether the refund has been approved.
Approved refunds will generally be processed within 7 to 21 business days after inspection and will be returned through the original payment method where reasonably possible.
The time required for the refund to appear in your account may depend on your bank, card issuer or payment provider.
Refunds may exclude:
Original delivery charges for change-of-mind returns;
Return delivery costs;
Discounts or promotional credits already used; and
Any reduction in value caused by unnecessary handling, use or damage.
8. Order Cancellations
You may request to cancel an order before it has been packed or dispatched.
Once an order has been packed or dispatched, cancellation may no longer be possible. You may instead request a return after receiving the order, subject to this policy.
Pets Needs may cancel an order where:
A product is unavailable;
A pricing or product-listing error occurred;
Payment could not be verified;
Fraud or unauthorised activity is suspected; or
We are unable to deliver the order.
If Pets Needs cancels an order after payment has been made, the relevant amount will be refunded.
9. Failed or Refused Deliveries
Please ensure that your delivery information is complete and accurate.
If an order is returned because of an incorrect address, unsuccessful delivery attempt, refusal to accept delivery or failure to collect the parcel, additional delivery charges may apply before the order is resent.
If a refund is requested, reasonable delivery and return costs may be deducted from the refund, except where the failed delivery was caused by Pets Needs or its delivery provider.
10. Promotions and Bundled Products
Where a product was purchased as part of a bundle, promotion or gift-with-purchase arrangement, all related products and complimentary gifts must be returned unused and in their original condition.
If any bundled or complimentary item is not returned, its usual selling price may be deducted from the refund.
11. Contact Us
For return, exchange or refund enquiries, please contact:
