Refund policy

Return & Refund Policy

Thank you for shopping at The Teratai Pets Shop. We want to ensure you have a hassle-free shopping experience. Please review our policy regarding returns and refunds below:

1. Eligibility for Returns

• We accept returns within 3 days of receiving your delivery if:

  • The item received is incorrect (wrong product, size, or variant).

  • The item arrived damaged or defective.

• To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

2. Return Shipping Fees

• Our Responsibility: If the return is due to our error (e.g., incorrect or damaged items), we will cover the return shipping costs.

• Customer's Responsibility: If the return is not due to our error (e.g., change of mind, incorrect choice by customer), the customer will be responsible for paying the return shipping fees.

3. Refunds Processing Time

• Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed and automatically applied to your original method of payment within 7 working days.

4. Contact Us If you need to initiate a return, please contact our customer support team at Whatsapps +60124901442