Return & Exchange Policy

At the Happy Pet University, your satisfaction is very important to us. We know pet parents are busy, so we’ve made our return policy easy and convenient.

Return & Exchange Policy Terms and Conditions:

All items sold are strictly non-refundable. Please note that Happy Pet University will not apply Return & Exchange if the manufacturer's recommendation on the care of the Product instructions are not followed.

For items purchased at Retail Store and Online Order, unopened items with unopened packaging may be exchanged within seven (7) days from the date of purchase for other items.
The quality evaluation process may take five (5) to seven (7) business days once the item reaches the warehouse. The return and exchange process will only begin after we have completed the evaluation of your return item and if it is deemed to be a valid return. If it is an invalid return, the item will be returned back to the customer.
Product after inspections must be collected within one (1) month from the date of notification. Pet Lovers may dispose of the Product which remains unclaimed after one (1) month, without notice in any way we deem fit.
Happy Pet University shall reserve the right to vary the coverage or refuse to cover Products which in our records indicate "Promotion" or "Free Items".
Happy Pet University shall reserve the right to vary, modify or change the terms and conditions herein due to change(s) in availability of services, products and/or return or exchange for the purposes of complying with applicable policies, rules, regulations and law, with or without notice.
Please (Contact Us) here to arrange for Return & Exchange.
For “Marked-Down Sales Products” are not eligible for Return & Exchange.

The table below sets out the coverage you are entitled to Return & Exchange Policy:

Conditions for Return & Exchange

Exclusions (No coverage will be provided for/if)

The item is delivered in a damaged condition or is past its expiry date.
The item has a manufacturer’s defect.
The wrong item is delivered.
No recovery actions will be taken beyond the stipulated time period.

Items with cosmetic imperfections or defects are not eligible for exchange
Items that have been repacked into smaller packets under your order request will not be accepted for return or exchange.
Free items given as part of a promotion cannot be returned for refund or exchange.
Fish tanks, cages, carriers, cat trees and other products that are no longer in resellable conditions are not applicable for return or exchange due to hygiene purposes.
VIP card application is non-refundable

For item purchases at our Retail Store (not Home Delivery or Online Orders):

Returns

Exchange

The item shall be unused, tags not tampered with, and shall be in the original brand packaging (if applicable)
The item has to be returned within seven (7) days from the date of purchase.
The item must be returned to the same Happy Pet University retail stores with a valid original invoice or receipt.
The refund amount is the amount paid after any applied discount and excludes any other service fees applied in your order.
VIP loyalty points that were used for redemption of an item will be forfeited when the item is returned. In addition, loyalty points earned from the purchase of the returned item will be deducted.
Any free gifts associated with the product bundle must be returned together.

The item shall be unused, tags not tampered with, and shall be in the original brand packaging (if applicable).
The item has to be returned within seven (7) days from the date of purchase / delivery.
The item must be returned to the same Happy Pet University retail stores with a valid original invoice or receipt.
No refund is given if the exchanged item is of lower value.

For item purchases with Home Delivery request and Online Orders:

Returns

Exchange (excluding Online Orders)

The item shall be unused, tags not tampered with, and shall be in the original brand packaging (if applicable)
The item has to be returned within seven (7) days from the date of purchase / delivery. A service fee will be applied for our friendly courier delivery to collect your item(s) for return from your home.
The refund amount will include the amount paid by you after any discount was applied to the returned item and excludes any delivery fees and other service fees applied in your order.
An Admin Fee of RM10 applies for any cancellation
VIP loyalty points that were used for redemption of an item will be forfeited when the item is returned. In addition, loyalty points earned from the purchase of the returned item will be deducted.

The item shall be unused, tags not tampered with, and shall be in the original brand packaging (if applicable).
The item has to be returned within seven (7) days from the date of purchase / delivery. A service fee will be applied to facilitate the exchange
No refund is given if the exchanged item is of lower value.
Please (Contact Us) here to arrange for exchange.