Privacy Policy

Last updated: 29 October 2026

This Privacy Policy explains how Pets Forest Sdn. Bhd. (Registration No. 202201012566 (1458263-T)) (“Pets Forest”, “we”, “us” or “our”) collects, uses, discloses and protects your personal data when you visit or shop at www.petsforest.com (the “Website”). We handle personal data in line with the Personal Data Protection Act 2010 of Malaysia (as amended) (“PDPA”).

By using the Website, placing an order or contacting us, you confirm that you have read this Policy and agree to your personal data being handled as described below.

1. Personal data we collect

Depending on how you use the Website, we may collect:

• Identity and contact details: your name, email address, phone number and WhatsApp number.
• Delivery and billing details: your delivery address, billing address and any delivery notes you give us.
• Order details: the products you buy, order history, payment status, and messages about returns, refunds or warranty claims.
• Account details: your login email and password (if you create an account).
• Payment details: payments are handled by our third-party payment gateway. We do not see or store your full card number, online banking login or e-wallet credentials.
• Technical details: your IP address, browser and device type, pages viewed and the time you visited, collected through cookies and similar tools.
• Photos and videos that you send us when you report a damaged, wrong or faulty item.

2. Why we use your personal data

We use your personal data to:

• process, pack, ship and deliver your orders, including arranging self-collect at our showroom;
• confirm payments and issue refunds;
• handle returns, exchanges, warranty claims, complaints and other enquiries;
• manage your account on the Website;
• send order updates and service messages by email, phone or WhatsApp;
• send promotions or news about our products, only where you have agreed to receive them. You can opt out at any time;
• keep the Website secure, prevent fraud and misuse, and understand how the Website is used so that we can improve it;
• keep records and meet our legal, tax and accounting duties.

If you choose not to give us certain personal data, we may not be able to complete your order or answer your request.

3. Who we share your personal data with

We do not sell your personal data. We share it only with parties who need it for the purposes above:

• delivery partners, such as Shopee Xpress and Lalamove, who receive your name, phone number and delivery address;
• our payment gateway and the banks, card networks and e-wallet providers involved in your payment;
• the e-commerce platform and hosting providers that run the Website for us;
• professional advisers, auditors and insurers where reasonably necessary;
• government bodies, regulators, courts or law enforcement where the law requires or allows it.

Anyone who handles your personal data on our behalf is expected to keep it confidential and to use it only for the purpose we gave it to them.

4. Transfer of personal data outside Malaysia

Some of our service providers, such as hosting and platform providers, may store or process data on servers outside Malaysia. When that happens, we take reasonable steps to make sure your personal data stays protected to a standard that is consistent with the PDPA.

5. Cookies

Cookies are small files stored on your device when you visit a website. We and our service providers use cookies and similar technologies to:

• keep the Website working, for example to remember your cart, language and currency, and to keep you signed in;
• measure performance and traffic so that we can find and fix problems;
• where we turn them on, support analytics and advertising tools from providers such as Google, Meta or TikTok, so that we can understand which products and campaigns interest customers.

You can block or delete cookies in your browser settings. If you block essential cookies, parts of the Website, such as the shopping cart and checkout, may stop working properly.

6. How we keep your data safe

We use reasonable technical and organisational measures to guard your personal data against loss, misuse, unauthorised access and disclosure. Access is limited to staff and service providers who need it for their work. No online system is completely secure, so we cannot guarantee absolute security. Please keep your account password private.

7. How long we keep your data

We keep personal data only for as long as it is needed for the purposes in this Policy, or for as long as the law requires, including tax and accounting record-keeping rules. When it is no longer needed, we delete it or make it anonymous.

8. Your rights

Subject to the PDPA, you may:

• ask for a copy of the personal data we hold about you;
• ask us to correct data that is wrong, incomplete or out of date;
• withdraw your consent, or limit how we use your data, including opting out of marketing messages.

To make a request, contact us using the details in Section 11. We may ask you to confirm your identity first, and we will reply within the time the law allows. If you withdraw consent, we may not be able to continue providing some services to you.

9. Children

The Website is meant for adults. We do not knowingly collect personal data from anyone under 18. If you believe a child has given us personal data, please contact us and we will remove it.

10. Other websites and changes to this Policy

The Website may link to social media pages or other websites that we do not run. This Policy does not cover them, so please read their own privacy notices.

We may update this Policy from time to time. The latest version will always be on this page with its “Last updated” date. Please check back now and then. If you keep using the Website after an update, we treat that as your acceptance of the updated Policy.

11. Contact us

Pets Forest Sdn. Bhd. Registration No. 202201012566 (1458263-T) Registered address: No. 12-1, Jalan Remia 4/KS6, Bandar Botanic, 41200 Klang, Selangor, Malaysia Showroom: A-01-17, EmHub Kota Damansara, Persiaran Surian, Seksyen 3, Taman Sains, Kota Damansara, 47810 Petaling Jaya, Selangor, Malaysia Email: [email protected] Phone / WhatsApp: +60 12-535 7830 Customer service hours: 9:30am to 5:30pm (Malaysia time)