Return / Refund Policy

  1. Introduction
    At MY PET HAMSTER, we value customer satisfaction and strive to provide the best products for your pets. If you are not completely satisfied with your purchase, we offer a hassle-free return and refund process as outlined below.
  2. Eligibility for Returns & Refunds
    To be eligible for a return or refund, the following conditions must be met:

The item must be unused, unopened, and in its original packaging.
The return request must be made within 7 days from the date of delivery.
The product must not be on our non-returnable items list (see Section 6).
Proof of purchase (receipt or order confirmation) is required.

  1. Return Process
    To initiate a return, please follow these steps:

Contact Us – Email us at contact@petshopmy.com with your order details, reason for return, and any relevant photos (if applicable).
Approval & Instructions – Our team will review your request and provide return instructions.
Shipping the Return – Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item received, damaged product).
Inspection & Refund Processing – Once we receive the returned item, we will inspect it and process a refund within 5-7 business days if eligible.

  1. Refund Policy
    Refunds will be issued in the original payment method (credit card, online banking, etc.) or as store credit upon request.
    Refund processing time depends on the payment provider and may take 7-14 business days to reflect in your account.
    Shipping fees are non-refundable unless the return is due to an error on our part.
  2. Exchanges
    We allow product exchanges for defective or incorrect items. If you need an exchange, please contact us within 3 days of receiving the item.
  3. Non-Returnable & Non-Refundable Items
    The following items cannot be returned or refunded due to hygiene and safety reasons:

Perishable goods (e.g., pet food, treats)
Opened or used pet hygiene products (e.g., shampoos, grooming tools)
Custom or personalized items
Clearance or final sale items

  1. Damaged or Incorrect Items
    If you receive a damaged or incorrect item, please notify us within 24 hours of delivery with clear photos of:

The damaged product
The packaging and shipping label
We will arrange for a replacement or full refund at no extra cost.

  1. Contact Us
    If you have any questions regarding our return and refund policy, please reach out to us:

📍 MY PET HAMSTER
📍 Address: NO 5, JALAN CECAWI 6/1C, KOTA DAMANSARA, 47810, PETALING JAYA, SELANGOR
📧 Email: contact@petshopmy.com