RETURN/REFUND POLICY

i. After-Sales Support

If you have any questions regarding the usage of our products or the services we provide, please contact us at:

  • Contact Email: smartpetsmalaysia@gmail.com
  • Contact No.: +6017-807 3310


ii. Return and Refund Policy

All products sold are NON-RETURNABLE AND NON-REFUNDABLE. However, if the items received are damaged during delivery or if the wrong product is delivered, please contact us immediately and provide an unboxing video as evidence.
(Kindly record an unboxing video upon receipt of the package.)        

 

iii. Procedure for Returning Items

  1. The returned goods/products will be checked against the receipt, and the items must be in good condition.
  2. The packaging must also be in its original condition and include the original shipping container as received.
  3. If the goods/products have been used or damaged by the customer, no refund will be issued.
  4. SmartPets will not be held responsible if your shipment is lost during return transit.

Once we have inspected and verified the returned goods/products, the refund will be processed within 5–7 working days upon confirmation.

 

Please return your item to the following address:
Company Name: SmartPets
Address: Lot 17.05-17.06, Amoda Building, Jalan Imbi 22, 55100 Kuala Lumpur, Bukit Bintang, Kuala Lumpur.

iv. Contact Us
 If you have any questions or suggestions regarding our Return and Refund Policy, do not hesitate to contact us.


DELIVERY POLICY

Our courier partner typically delivers parcels within 2–5 working days from the date of shipment. (Our shipment schedule runs Monday to Friday.)


Delivery tracking numbers will be provided for all orders to allow self-tracking.Delivery Tracking Numbers will be provided to all orders upon shipment for self-tracking purposes.

Delivery Fees:

  • West Malaysia: RM8 for purchases below 1kg, with an additional RM4 for every subsequent 1kg.
  • East Malaysia: RM15 for purchases below 1kg, with an additional RM10 for every subsequent 1kg.
  • Self-Collection: Customers may collect their orders at our warehouse located at Menara Amoda, Kuala Lumpur.
  1. In the event of a delivery delay, we recommend self-collection at the designated depot branch of our delivery partner to avoid any negative impact on product quality. Customers affected by such delays can also contact our customer service team for assistance. Please note that we do not take responsibility for the operations of our delivery partner, and your kind understanding is appreciated.
  2. Product Disclaimer: The actual product may vary slightly from the photos displayed on SmartPets' marketing channels. Each product is unique and may have variations in appearance or texture. Your understanding is much appreciated.

Warranty

  1. This warranty is valid for 1 year from the date of purchase.
  2. The warranty covers only the original purchaser of the product.
  3. The warranty is non-transferable to subsequent owners or purchasers.
  4. Warranty items must be sent back to SmartPets Malaysia for repair.
  5. All delivery fees related to warranty claims will be borne by the customer, or customers may choose to self-deliver/collect items from SmartPets Malaysia.
  6. The warranty does not cover damages caused by human error.
  7. For products that are out of warranty, SmartPets Malaysia reserves the right to charge service fees.