Cases we can review

ABOUT US PAWS AND TAILS SDN. BHD reviews return, refund, or exchange requests only for accepted issues: wrong item sent, item materially different from the product page, damaged/defective item on arrival, or delivery exceeding the stated shipping timeline.

Pet Accessories condition rules

For this product category, review depends heavily on pet size, fit, material, hygiene, safe daily use, and parcel condition. Requests may be declined for used or chewed items, hygiene issues, wrong size selection, or damage after use.

Evidence needed

Customers should provide clear order details, photos, and where possible a continuous unboxing video showing the sealed parcel, shipping label, packaging, and product condition before use.

Request deadline

Requests must be submitted to paws.and.tails.sb@outlook.com within 24 hours after receiving the parcel. Late requests or requests without sufficient evidence may not be accepted.

Outcome after review

If approved, we may arrange replacement, exchange, refund, or another suitable resolution depending on the issue, product condition, and available stock.

Refund Method

Approved refunds will be refunded to the original payment method or the customer’s bank account, as applicable.

Returning items

Items must not be sent back without approval. Our team will advise the return method for approved cases.