OUR POLICIES
At Pets Truly, we want to give our customers the best experience.
That’s why we believe that our all our policies should be fair, clear and transparent.
Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us!
RETURNS AND REFUNDS
Please email us at hellopetstruly@gmail.com within 1 week of receiving your order to start your exchange or return.
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Kindly note that all exchange or return shipping fees incurred will be borne by the customer. It's important that your parcel is sent via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options.
Return exclusions
We do not accept returns for items purchased at marked down prices including but not limited to seasonal promotions. Sale of these products are final and cannot be returned or refunded.
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Eligibility
Please ensure your items are unused and in its original packaging.
Items that are do not fulfil the above conditions and/or are damaged, soiled or stained will not be accepted.
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Refunds
We will notify you after your return has been inspected and confirmed. Your refund will be processed within 7 business days to your original mode of payment.
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Defective item
We're incredibly sorry you have received a defective item!
Please inspect your order upon reception and contact us immediately if the item is defective. Do include your order number, product name and photo of defect. Our customer service team will get back to you as soon as possible and assist you with an exchange.
For defective returns, all return shipping fees incurred will be reimbursed. Please ensure your item(s) are unused and in its original packaging.