Return & Refund Policy
Last updated: 29 October 2026
This policy explains how you can cancel an order, return an item, ask for a refund or exchange, and claim warranty on electronic products bought from Pets Forest Sdn. Bhd. (Registration No. 202201012566 (1458263-T)) on www.petsforest.com. We are a pet supplies business, so some rules below are there to protect the health and safety of animals.
1. Cancelling an order
You can ask us to cancel an order before it is packed or handed to the courier. Please contact us right away with your order number. Once an order has been shipped, it can no longer be cancelled, but you may still return it under Section 2 if it qualifies. If we cancel an order for you, we will refund the full amount to your original payment method.
2. Returning an item
You may ask to return an item within 5 days after you receive it. To qualify, the item must:
- be unused, unopened and in its original, undamaged packaging with all labels, seals and accessories;
- come with your order number or proof of purchase; and
- be in a condition that allows us to sell it again.
Please contact us before you send anything back so that we can confirm your return and give you the return address. Returns sent without our confirmation may not be accepted.
3. Items we cannot take back
For hygiene, food safety and animal welfare reasons, we cannot accept returns for:
- pet food, treats and supplements once the pack has been opened, unless there is a quality issue as explained in Section 4;
- litter, bedding, hay and other consumable items once opened;
- items that have been used, washed, damaged, or changed after delivery;
- items that are missing their original packaging, seals or accessories;
- any item that can no longer be resold for any reason;
- items bought during clearance or final sale, unless they are faulty or wrong.
4. Wrong, damaged or faulty items, and quality issues
If you receive an item that is wrong, damaged, faulty or has a quality problem, including opened food that is spoiled or contaminated, please contact us within 5 days after you receive it. To help us check your claim, please send:
- your order number;
- clear photos of the item, the packaging and the shipping label; and
- an unboxing video that shows the parcel being opened.
We cannot process these claims without the photos and unboxing video. If your claim is approved, we will replace the item or refund you, whichever you prefer where stock allows. We will also bear the return shipping cost where the problem is our error or a confirmed defect.
5. Sending the goods back
For an approved return that is not caused by our error, you are responsible for the cost of sending the item back to us. Please pack the item securely and keep your tracking number, because you carry the risk of the goods until they reach us. Items that arrive damaged because of poor packing may be refused.
6. Refunds
Once we receive your returned item and have checked it, we will tell you whether the refund is approved. Approved refunds are paid back to your original payment method within 7 days after the goods reach us. After that, the time it takes for the money to show in your account depends on your bank, card issuer or e-wallet provider. The original delivery charge is not refundable unless the return is due to our error. Where we offer vouchers or store credit instead, we will agree it with you first.
7. Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item under this policy and place a new order for the item you want.
8. Warranty on electronic products
All electronic products sold by us come with a 1-year after-sales warranty from the date of purchase. The warranty covers faults that come from manufacturing or normal use. It does not cover damage caused by misuse, drops, water or liquid damage, pets chewing or scratching the item, wrong power or accessories, repairs or changes by anyone other than an approved service provider, or normal wear and tear. To make a claim, contact us with your order number, a description of the fault and clear photos or a video of the problem. We will repair or replace the item, or arrange another suitable remedy, after we have checked it.
9. Your legal rights
This policy does not affect any right you have under the Consumer Protection Act 1999 or any other law.
10. Contact us
Pets Forest Sdn. Bhd. Registration No. 202201012566 (1458263-T) 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)