Refund Policy

  1. This Return and Refund policy shall only be applicable for purchases made via (PETSTACY) only.
  2. PETSTACY shall use its best efforts to ensure that Orders are correctly fulfilled. Should there be any discrepancy of Products delivered and the Customer wishes for return and refund, please notify us by filling out enquiry form found under Contact Us page in our website, e-mail at, or call PETSTACY hotline at 1700 81 8812 within seven (7) days upon receiving the Products, and we will direct the Customer of the procedures in respect of the return of Products and refund.
  3. If the Customer opts for replacement or exchange of Products, the affected Products MUST be returned in person to the selected PETSTACY operation office within Malaysia as directed by PETSTACY pursuant to Item No. 2 hereinabove. The Customer may return the Products via courier or post. All replacements or exchange of Products shall be effected subject to stocks availability.
  4. Return/Exchange of Products or refund can be arranged under the following reasons:
    • If any Product has been delivered in a damaged or defective condition; or
    • b. if the Product is out of date or expired; or
    • c. if the wrong Product which is different from the Order is delivered
    Provided Always that the Customer shall return or caused to be returned to PETSTACY the aforesaid Products unused and in its original condition, quantity and packaging as it is first delivered to the Customer together with the proof of Order, payment and delivery of the Products.
  5. If a Product which was ordered and invoiced is not included in the delivery, PETSTACY shall either refund the Customer the value of that Product, or replace the Product.
  6. If the Customer has been charged for a Product which has not been delivered, PETSTACY shall refund the Customer the value of the Product as originally charged to the Customer.
  7. If a Customer is charged more than the value of a Product as displayed on the site when the Customer makes its Order, PETSTACY shall refund to the Customer the difference.
  8. The return of a Product by a Customer does not automatically warrant for a refund. PETSTACY will inspect the returned Products upon receipt of the same. If the conditions in Item No. 4 of this Return and Refund Policy have been fulfilled, refund will be made to the Customer and we will reimburse the Customer of its courier charges for returning of the Products to us provided always that the courier payment slip is furnished to us upon seeking refund.
  9. All refunds will be made via online bank transfer to your bank account, or via credits, within 30 days and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalise the refund. PETSTACY shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
  10. The Customer is required to send back the affected Product(s) to us via a reliable courier service company to our warehouse at the following address:
    C-20-13, De Centrum Tower
    Jalan Ikram-Uniten
    43000 Kajang, Selangor
  11. The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches us at PETSTACY operation office. PETSTACY will not be liable for any loss or damage to the Product prior to the Product is received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.