Refund & Exchange

Refunds & Exchange Policy

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Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 6 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds or Exchange (if applicable):

For a Return or Exchange to be completed the item must be in the Exact, Same Original Condition that it was received, 'Unopened', 'Unused', with ALL 'Labels', 'Tags', 'Seals' intact and attached and the item in its Original Packaging.

• No pulls, fur, soils, scratches, stains or partially consumed items accepted, ONLY* Fully Sealed and Original Packaging and in Saleable Condition will be accepted for Refund or Exchange.

• Please retain and present your "Original Invoice" to be eligible for Refund or Exchange.

• All Refunds or Exchanges must be done within 7 days of the invoice date or received date as described in the subsequent section.

• All Refunds or Exchanges must be inspected by us to be approved. As such, see below.

• Refunds and Exchanges will need to be brought to the carside pick-up meeting point Trincity Plaza ONLY* as a driver will NOT be able to pick-up or inspect the item(s) or provide a Refund or Exchange.

​• REFUNDS (CASH or ONLINE BANK TRANSFER) can ONLY* be done for Orders “PICKED-UP” by the customer at the “CARSIDE PICK-UP” LOCATION. ALL Orders delivered via a driver can ONLY* be exchanged for an item(s) of the “SAME VALUE” as the item being returned. **THIS POLICY IS DUE TO THE FACT THAT WE COVER PART OR AT TIMES THE WHOLE DELIVERY FEE OF $30 PAID TO THE DRIVER OR PART OF THE $38 DELIVERY FEE PAID TO CSF, THOSE DELIVERY FEES ARE NON-REFUNDABLE AND THE RELEVANT DELIVERY FEE CHARGED ON THE INITIAL ORDER WILL BE SUBTRACTED FROM ANY EXCHANGE AMOUNT.**
 

IF REQUESTED AND APPROVED, ANY REFUND AMOUNT FOR ANY ORDER INITIALLY DELIVERED VIA A DRIVER OR CSF WILL BE THE INVOICE TOTAL MINUS [$30] FOR ANY DRIVER DELIVERY OR THE INVOICE TOTAL MINUS [$38] FOR ANY CSF DELIVERY**

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You can submit Refund or Exchange requests:

• Within 7 business days after the order “delivered date” once the Order delivery date is scheduled from the day immediately after the Order is placed or picked-up on the first available pick-up day (Not applicable if an extended period is taken to pick-up or receive the order beyond our control).

• In the case of an extended period to pick-up or receive the order by delivery (by no fault of our own) All Refunds or Exchanges must be done within 7 days of the “invoice” date.

• If 7 days have gone by since the receipt of your purchase, in either of the above described circumstances, unfortunately, we can’t offer you a refund or exchange.

• To be eligible for a Refund or Exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. ALL boxes, blister packs, bags, packs, containers MUST be Unopened. ALL Tags MUST be on. Original SEALED Packaging is a Must.

• To complete your return, we require an invoice or proof of purchase.

• Refunds and Exchanges will need to be brought to the carside pick-up meeting point Trincity Plaza ONLY* as a driver will NOT be able to pick-up.

• REFUNDS (CASH or ONLINE BANK TRANSFER) can ONLY* be done for Orders “PICKED-UP” by the customer at the “CARSIDE PICK-UP” LOCATION. ALL Orders delivered via a driver can ONLY* be exchanged for an item(s) of the “SAME VALUE” as the item being returned.

• **THIS POLICY IS DUE TO THE FACT THAT WE COVER PART OR AT TIMES THE WHOLE DELIVERY FEE OF $30 PAID TO THE DRIVER OR PART OF THE FEE PAID TO CSF, THOSE DELIVERY FEES ARE NON-REFUNDABLE**

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We do not issue the Refund or Exchange if:

• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)

• Your order does not arrive due to exceptional circumstances outside our control (e.g. delayed by a natural disaster or holiday).

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Refunds – Colour / Pattern

Colors may differ based on the device you’re viewing the website on. As such, we will not provide a refund or exchange based on a change of colour or the colour/pattern not being as you expected.

Refunds – Wrong Size

To be eligible for a return for the wrong size, there must be proof that a representative provided you the recommendation based on the needs provided. (Please note, we do Not do recommendations for size/measurements/dimensions/weight for this very reason.)

If you have placed your order just using the example breed or an approximation or judgement and not measuring your cat/kitten, unfortunately, a refund or exchange will NOT be processed. The purchaser is liable for measuring their cat/kitten and referencing the size chart (or measurements in the item description) on the website to ensure the correct size is ordered.

Refunds – Item Size (Measurements, Dimensions, Weight)

Items such as Litter Boxes, Mats, Pet Beds, Feeders, Waterers, Bowls, Harnesses etc have the Size / Measurements / Dimensions & (if applicable) weight in the description section of each item on the website. Please consult the descriptions on the website for referencing of the size of the item(s) you are purchasing, this is to ensure the correct size is ordered. If in any event the size/measurements/dimensions are not available on the website kindly contact us and they will be provided. We will Not provide a refund or exchange based on an incorrect size being ordered, for example, it is too small or too large for the purchaser’s intended purposed as the purchaser is liable for reading the description of the size/measurements/dimensions or enquiring about the size/measurements/dimensions Before placing an order.

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Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items CANNOT be 'Exchanged or Refunded'. These items are considered 'Final' sale.​

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SEASONAL items (if applicable)

Seasonal items, such as (but not limited to) "Christmas, Halloween, Birthday, Costumes etc." cannot be 'Exchanged or Refunded'. These items are considered 'Final' sale.​

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Special Circumstances:

If an Order has NOT yet been shipped or picked-up and 'Online Bank Transfer' has been paid:

1. A Full Cash* Refund can be done ONLY* at Trincity Plaza.

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2. An 'Online Bank Transfer' to a "Republic Bank Limited" Account minus the $4.00TTD Bank Charge can be done.

($4.00TTD Bank Charge is deducted from Refund amount once the cancellation was beyond ‘our’ control and if the ‘customer’ is the one that requests the refund.)

3. Inter-Bank Transfers, that is, ALL* OTHER BANKS Transfers (other than "Republic Bank Limited") minus the $4.00TTD Bank Charge to facilitate the inter-bank online bank transfer can also be done.

($4.00TTD Bank Charge is deducted from Refund amount once the cancellation was beyond ‘our’ control and if the ‘customer’ is the one that requests the refund.)