Cancellation, Return, Exchange & Refund Policy

 

This policy applies to all pet products (excluding prescription medications with separate provisions) sold on petessentialsg.com, including pet supplies, apparels, diets, food and non-prescription medications. It is a supplementary part of the website’s Terms of Service and Shipping Policy, and shall be implemented in accordance with the relevant laws and regulations of Singapore.

 

1. Order Cancellation

1.1 You may cancel your order for any reason within 24 hours of successful order placement, provided that the order has not been processed, fulfilled or dispatched.

1.2 To cancel an order, please contact our customer service team via the official email: support.petessentialsg@gmail.com with your order number and cancellation request.

1.3 Once the cancellation is confirmed, the refund will be processed within 3-5 business days.

1.4 A cancellation fee may be applied if the order has already entered the processing/fulfillment stage (we will notify you of the specific fee before cancellation confirmation).

 

2. General Return Eligibility & Timeframe

2.1 Our standard return policy is valid for 7 calendar days from the date of product receipt. Except for special products, non-returnable items include but are not limited to: refrigerated goods. No returns, refunds or exchanges will be accepted if the 7-day period has expired, unless the product is defective.

2.2 For defective/incorrect items (e.g., wrong product, damaged in transit, quality issues), you must initiate the return request within 3 calendar days of receipt; for such cases, we offer free exchange or full refund (including return shipping fees).

2.3 To be eligible for a regular return (non-defective/incorrect items), the product must meet ALL the following requirements:

· Unused, unopened and in the same condition as received (no signs of use, damage or tampering);

· Original tags, labels and packaging are intact and untampered with (if applicable);

· A valid receipt or proof of purchase (order confirmation email, invoice) is provided;

· The product is not listed in the Non-Returnable Items section of this policy.2.4 Do not return any purchased items directly to the manufacturer—all returns must be sent to our designated address (to be provided via email after return request approval).

 

3. Non-Returnable Items

No returns, refunds or exchanges will be provided for the following items under any circumstances (excluding defective/incorrect items delivered by our error):

3.1 Prescription pet medications (strictly no returns/refunds for all prescription drugs);

3.2 Certain pet health and personal care items (as listed on the product detail page);

3.3 Sale/promotional priced pet products (only regular-priced items are eligible for returns/refunds);

3.4 Pet food/diets that have been opened, sealed broken or partially used (hygiene and safety reasons);

3.5 Pet products with removed tags, washed or damaged due to improper use.

3.6 Pharmaceuticals and food transported via cold chain.

 

4. Return Process

4.1 Initiate the request: Email our customer service at support.petessentialsg@gmail.com with your order number, product name, reason for return and clear photos of the product (including packaging, tags and defects if applicable).

4.2 Receive return confirmation: We will review your request within 1-3 business days and send you a confirmation email with our designated return address and return guidelines (if approved).

4.3 Ship the item back: Send the returned product to the designated address via a traceable delivery method within 3 calendar days of return confirmation. For regular returns (non-defective/incorrect), you are solely responsible for all return shipping costs (shipping costs are non-refundable); for defective/incorrect items, we will refund the return shipping fee upon receipt and inspection of the item.

4.4 Package requirements: Ensure the returned item is properly packaged to avoid damage during transit. We reserve the right to reject the return if the item is received in an unsuitable condition (e.g., damaged, soiled, packaging/tags missing).

4.5 Important notes: We are not responsible for any lost, damaged or delayed mail during the return process. For items valued over SGD 75, we recommend purchasing shipping insurance to protect your return.

 

5. Refund Rules & Processing

5.1 Refund Eligibility

Full or partial refunds will be granted based on the following scenarios:

· Full refund: Defective/incorrect items, unopened/unused regular-priced items returned within 7 days (meeting all return requirements);

· Partial refund: Items returned in non-original condition (damaged/missing parts not caused by our error), or items returned after the 7-day period (at our sole discretion);

· No refund: Non-returnable items, items with signs of use/tampering, returns without valid proof of purchase, or returns rejected due to non-compliance with our return requirements.

5.2 Refund Processing

5.2.1 Upon receipt and inspection of the returned item (we will verify the product condition against the return request), we will send you an email notification of refund approval or rejection.

5.2.2 If approved, the refund (excluding non-refundable shipping costs for regular returns) will be processed immediately and credited back to your original payment method (credit card, PayPal, etc.).

5.2.3 The refund amount will be posted to your account within 5-14 working days (the specific timeframe depends on your payment provider’s processing rules—we have no control over this delay).

5.3 Late or Missing Refunds

If you have not received your refund within the stated timeframe, please follow these steps before contacting us:

1. Double-check your bank/credit card account statement (refunds may show as a credit and not a separate transaction);

2. Contact your payment provider (credit card company/PayPal) to confirm the refund processing status (they may have a standard holding period);

3. Verify the bank account/card details used for the original purchase (ensure no incorrect information on the payment method).If all the above steps are completed and the refund is still missing, contact our customer service at support.petessentialsg@gmail.com with your order number and refund reference (if applicable).

 

6. Product Exchanges

6.1 We only offer product exchanges for the following cases (no exchanges for regular returns—only refunds are available):

· Defective, damaged or incorrect items delivered by our error;

· Unopened/unused regular-priced items (at our sole discretion, subject to product availability).

6.2 For defective/damaged items, you must contact us within 24 hours of product receipt to request an exchange (late requests will only be eligible for a refund).

6.3 Echanged products will be shipped to you for free if it’s defective, damaged or incorrect items delivered by our error (no additional shipping or handling fees) via our standard shipping method. If you request an exchange for your own unilateral reasons, standard logistics fees will apply. Delivery time for exchanged items is the same as our regular shipping policy (2-4 working days for Singapore, 7-10 working days for international addresses).

6.4 If the requested product is out of stock for exchange, we will automatically process a full refund for you (no compensation for out-of-stock exchanges).

 

7. Our Rights & Disclaimers

7.1 We reserve the right to reject any return request that does not comply with the terms of this policy (e.g., non-returnable items, improper condition, missing proof of purchase).

7.2 We reserve the right to inspect all returned items and determine the eligibility for refund/exchange (our inspection decision is final).

7.3 We are not liable for any loss, damage or deterioration of the returned item during transit (responsibility lies with the shipping carrier and the customer).

7.4 We reserve the right to revise or update this Cancellation, Return & Refund Policy at any time without prior notice. Revised policies will be published on our official website (petessentialsg.com) and take effect immediately upon publication. Your continued use of our website and purchase of our products after the policy update constitutes your acceptance of the revised terms.

 

8. Contact Us

For any inquiries regarding order cancellation, returns, refunds or exchanges, please contact our customer service team:

· Official Email: support.petessentialsg@gmail.com

· Response Time: 1-3 business days (Monday to Friday, 9:00-18:00 Singapore Time, excluding public holidays)

· Subject Line Requirement: Please mark your email with [Cancellation/Return/Refund] + Order Number for faster processing.