If something is wrong with your order, we will put it right.

Always returnable

Contact us and we will arrange a replacement or a refund if an item is:

  • damaged in transit
  • the wrong product, or the wrong pack size
  • past its expiry date, or so close to it that it cannot reasonably be used
  • missing from your delivery

Tell us within 24 hours of delivery where you can, and send a photograph – it usually saves a return trip entirely.

What we cannot take back

For the safety of other people’s animals, we cannot accept returns of:

  • food, treats or supplements once opened
  • items stored outside the manufacturer’s conditions – anything left in the sun or a hot car
  • used grooming items, litter trays, bedding, toys and similar

Unopened items in their original sealed packaging can be returned. See the window below.

How to start a return

  1. Email hello@sgpetshop.com with your order number, what is wrong, and a photograph.
  2. We will reply with what to do next. Please do not send anything back before you hear from us.
  3. Once we have it, or once the photograph is enough, we refund or replace.

Refunds

Refunds go back to the original payment method – the same card, or the bank account a PayNow transfer came from.

The return window for unopened items and who pays return postage are to be confirmed. Nothing here affects your statutory rights under Singapore consumer protection law.