Return Policy
- Contact for Returns
To initiate a return for eligible products, please contact us via email at info-ae@happypet.biz or reach out to your designated sales executive.
- Collection and Acknowledgement
Our delivery team will collect the products within 5 business days and provide you with an acknowledgement receipt.
- Inspection of Delivered Items
Items must be inspected and any damages or issues with expiry dates must be reported within 2 days of delivery.
- Invoice Requirement
Returns without the original invoice will be automatically rejected.
- Packaging and Condition
Ensure that products are properly packed in their original packaging and in resealable condition. Products that have been resized, relabelled, damaged, or altered after delivery will be rejected.
- Inspection Upon Return
All returned products are subject to inspection upon arrival at our facility to confirm they are in their original condition.
- Special Invoice Items
Items sold with special invoices, such as those with discounts or offers, are not eligible for return unless they are damaged upon delivery.
- Storage Condition Compliance
Products that require specific storage conditions and are damaged due to improper storage will not be accepted for return.
- Expiry Date Requirement
Products must have an expiry date of at least six months upon order submission, unless specifically requested otherwise. No returns will be accepted for such exceptions.
- Nearing Expiry Discounts
- If items are within six months of expiry, inform your sales executive to receive a 30% discount on the invoice for the selected items or arrange a goods exchange.
- If items are within four months of expiry (after the 6-month expiry discount of 30% has been applied), inform your sales executive to receive a 40% discount on the invoice for the selected items. Goods exchange will not be accepted in this case.
- Short Expiry Display Policy
Pet shops must not display items with a short expiry of three months or less.
Refund Policy
At our company, you have the option to choose from three solutions for returned products: refund, replacement, or credit note.
Eligibility for Refund, Replacement, or Credit Note:
- Products that are damaged
- Products nearing their expiration date
- Non-moving products
Processing Details:
- Refund: Processed within 2 working days after receiving the returned products.
- Replacement: Provided within 3 working days after the return is processed.
- Credit Note: Adjusted against any overdue amount, applied to a new invoice, or adjusted on the same invoice.