At PURNAMA 1 GROUP SDN. BHD., we are committed to providing quality pet food, feeding products, clothing, accessories, toys, litter, cleaning supplies and pet décor. This Policy explains the conditions applicable to product returns, refunds, exchanges and order cancellations.
Return requests must be submitted within 30 days from the date the order is received. Products must be unused, unopened and in their original condition. All original packaging, labels, tags, manuals, parts, accessories and complimentary items must be included together with valid proof of purchase.
Customers may request a return, refund or exchange if the wrong product was delivered, the product arrived damaged or defective, items or accessories are missing, the quantity received is incorrect, or the product materially differs from its description on our website. Customers should inspect their orders immediately after delivery and contact us as soon as reasonably possible if an issue is discovered.
For health and hygiene reasons, opened pet food, treats and other consumable products cannot be returned due to a change of mind. A pet’s refusal to eat a product or personal dislike of its flavour, smell or texture is not considered a product defect. Customers are responsible for checking the ingredients, expiry date, recommended pet type and dietary suitability before use.
If pet food arrives damaged, leaking, unsealed, contaminated or expired, customers should stop using the product and contact us immediately. Clear photographs of the packaging, expiry date, batch number and delivery label should be provided. Customers should retain the affected product and packaging until the request has been reviewed.
Pet clothing, accessories and fabric products must be unworn, unwashed and returned with all original tags attached. Products showing signs of pet hair, stains, odours, damage or excessive handling will not be accepted. Customers are responsible for checking available size guides and measurements before purchasing.
Pet toys, bowls, feeding equipment, litter products and cleaning supplies must remain unused and in their original packaging to qualify for a change-of-mind return. Used litter, opened cleaning products and products exposed to contamination cannot be returned unless they were defective or incorrectly supplied.
Clearance, promotional and final-sale products are not returnable unless damaged, defective or incorrectly supplied. Personalised, customised, made-to-order and specially sourced products cannot be returned or cancelled after preparation has started.
Change-of-mind returns may be considered within the applicable return period, subject to our approval. The product must remain unused, unopened and suitable for resale. Original delivery fees, transaction charges and other non-product fees are generally non-refundable for change-of-mind returns.
Approved exchanges are subject to stock availability. If a replacement product is unavailable, we may offer a comparable alternative product, store credit or a refund through the original payment method. Any price difference between the original product and the replacement must be paid or refunded accordingly.
To request a return, refund or exchange, customers must email us with their order number, a clear explanation of the issue and supporting photographs. An unboxing video may also be requested for damaged, defective, incomplete or incorrectly delivered orders. Products should not be returned until approval and return instructions have been provided.
All returned products will be inspected upon receipt. Products that have been used, opened, washed, damaged, altered, contaminated or returned without their original packaging may be rejected.
Approved refunds will be issued through the original payment method whenever reasonably possible. Customers should allow approximately 7–14 business days for processing. Additional time may be required by the customer’s bank, card issuer or payment provider.
For products purchased using a discount, voucher or promotional code, the refund will be based on the amount actually paid. Products purchased as part of a bundle may need to be returned together before a full refund can be issued. Complimentary items must also be returned unused and in their original condition.
Cancellation Policy
Customers may request to cancel an order within 12 hours after placing it, provided that the order has not been processed, packed, dispatched or handed over to the delivery provider. Once preparation or delivery has started, cancellation is no longer available.
Personalised, customised, bulk-order or specially sourced products cannot be cancelled after preparation or procurement has begun. Approved cancellation refunds will be returned through the original payment method, although transaction fees or costs already incurred may be deducted where permitted by law.
Governing Law
This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia. Any dispute arising from this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any statutory consumer rights.
Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
PURNAMA 1 GROUP SDN. BHD.
Registration No.: 202201013480 (1459177-D)
Email: purnama1_group@outlook.com