Exchange Policy

Exchange Policy Terms and Conditions:

All items sold are strictly non-refundable. Please note that Pets.twentyone will not apply Exchange if the manufacturer's recommendation on the care of the Product.

1. For items purchased at Retail Store and pets-twentyone.com, unopened items with unopened packaging may be exchanged within seven (7) days from the date of purchase for other items. Aquatic animals, are excluded from this exchange policy. Aquatic animals are purchased on an "as is" basis, and at the consumer's own risk.
   
   
2. 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.
   
   
3. Product after inspections must be collected within one (1) month from the date of notification. Pets.twentyone may dispose of the Product which remains unclaimed after one (1) month, without notice in any way we deem fit. 
   
   
4. Pets.twentyone shall reserve the right to vary the coverage or refuse to cover Products which in our records indicate "Promotion" or "Free Items".
   
   
5. Pets.twentyone 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.
   
   
6. Please contact customer service team to arrange for Return & Exchange.
   
   
7. For “Marked-Down Sales Products” are not eligible for Return & Exchange. 
   
   
8. For orders placed via our official store on the online marketplaces (such as Shopee, Lazada), return and refunds are subject to their respective marketplaces' policy. Please refer to their website for policy information.

The coverage you are entitled to Return & Exchange Policy: 

Conditions for Return & Exchange

• 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.

Exclusions

• 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 resaleable conditions are not applicable for return or exchange due to hygiene purposes. 
• Membership card application is non-refundable
   

For item purchases at our Retail Store (not pets-twentyone.com):

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 / delivery.
• The item must be returned to the same Pets.twentyone retail stores with a valid original invoice or receipt.
• No refund is given if the exchanged item is of lower value.

For item purchases on pets-twentyone.com: 

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 / delivery.
• No refund is given if the exchanged item is of lower value.
• Please contact customer service team at +60183997210 or email hello@pets-twentyone.com to arrange for exchange.

Electronics Product Warranty Terms & Conditions

Please note that Pets.twentyone will not apply electronic product warranty if the manufacturer's recommended instructions on the care and cleaning of the Product and its structure and upholster are not followed. 

1. When an electronics product failure occurs due to an electrical or mechanical defect, please contact our customer service team immediately at +60183997210 to report the product failure. Our Customer Service Representatives will be ready to guide you through the service process. 
2. To expedite service, please ensure that you have your purchase details, invoice number, date of purchase readily available. If the product failure is not reported to us prior to repair, the repair will not be approved and will not be covered under the warranty. Nevertheless, notwithstanding that the warranty is in force, you are required to check if the warranty is still valid. 
3. If there are any missing part(s), faults and/or defects which do not conform to the sales contract, invoice or packaging (“Defects”) which can reasonably be discovered through visual inspections on the date of purchase or immediately thereafter must be reported within seven (7) days for item purchases at our Retail Store and pets-twentyone@gmail.com.
4. Failing which, no Defects will be deemed to be present at the time of purchase. Claims relating to such Defects must be supported in writing by, or processed through the authorised distributor or supplier where you have purchased the Product. 
5. Pets.twentyone reserves the right to impose charges for services on the Product which are outside the cover of warranty. We also reserve the right to decline to provide service where the Product is obsolete, no longer deemed serviceable or replaceable for any reason.
6. Product after servicing or inspections must be collected within one (1) month from the date of notification. Pets.twentyone may dispose of the Product which remains unclaimed after one (1) month, without notice in any way we deem fit. 
7. If the Product or a unit, part or subassembly requires repair, Pets.twentyone may, at our option and discretion, repair, replace or exchange it with an equivalent product, unit, consumables, part or subassembly that is new or refurbished.
8. Pets.twentyone shall reserve the right to vary the coverage or refuse to cover Products which in our records indicate are "Promotion" or "Free Items".
9. Pets.twentyone 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 spare parts or for the purposes of complying with applicable policies, rules, regulations and law, with or without notice.
10. “Marked-Down Sales Products” are not eligible for Electronics Warranty.. 
11. For orders placed via our official store on the online marketplaces (such as Shopee, Lazada), return and refunds are subject to their respective marketplaces' policy. Please refer to their website for policy information.

For electrical item purchases at Retail Store and pets-twentyone.com 

Conditions covered under warranty

• The Product that is still covered by Pets.twentyone within seven (7) days of purchase or warranty period.
• The Product that is still covered by the manufacturer's original written warranty, repairer’s warranty, or any other warranty still in effect.
• The coverage is limited to only mechanical and electrical defects and applies to repairs and replacements done.
• Please contact our team at +60183997210 to report the product failure.

Exclusion

• Non-operating and cosmetic items, paint, colour, or Product finish, accessories used in or with the Product, external cables and cords, or add-on options incorporated to the Product.
• External faults such as wiring, electrical connection or plumbing, piping, trunking, fitting, realigning of signal receivers (poor reception), and consequential loss of any kind.
• Accidental or intentional physical damage and damage by water.
• Failure caused by voltage converter and/or applying incorrect voltage to the Product.
• Mechanical or electrical failure or defects of the Product due to accidental physical impact or spillage of liquids.
• Products where the serial number is removed, defaced or products purchased overseas.
• Normal wear and tear and cosmetic damage such as, but not limited to corrosion, scratches, dents, rust, stains. Non-functional parts such as, but not limited to, plastics and finishes. 
• Damages, fault, failure, imperfections, caused by abuse, tampering, illegal use, negligence, prolonged use or operation.