Refund policy

🔁 Return & Refund Policy

Luckypawkids Pte Ltd

At Luckypawkids Pte Ltd, we are committed to providing quality pet products and a smooth shopping experience. Please read our return and refund policy carefully before making a purchase.

📦 1. Eligibility for Returns

We accept returns under the following conditions:

  • Item is defective, damaged, or incorrect upon delivery
  • Request is made within 7 days from the date of delivery
  • Item is unused, unwashed, and in original packaging with all accessories included

❌ 2. Non-Returnable Items

The following items are not eligible for return/refund:

  • Used or damaged items not due to our fault
  • Change of mind / wrong purchase
  • Clearance / promotional items
  • Hygiene-related products (e.g. pee pads, litter, opened consumables) once opened

🔧 3. Damaged or Defective Items

If you receive a defective or damaged product:

  1. Contact us within 48 hours of receiving the item
  2. Provide clear photos/videos of:
    • The issue
    • Packaging (including shipping label)
  3. Our team will assess and arrange:
    • 1-to-1 exchange, or
    • Refund, depending on the case

🔄 4. Exchange Policy

  • Exchanges are only allowed for defective or incorrect items
  • We do not offer exchanges for size, preference, or change of mind

💰 5. Refund Process

  • Approved refunds will be processed within 7–10 working days
  • Refund will be issued via:
    • Original payment method, or
    • Store credit (if applicable)

🚚 6. Return Shipping

  • For defective/wrong items: Return shipping will be covered by us
  • For other approved cases: Customer bears return shipping cost

⚠️ 7. Important Notes

  • All returns must be approved before sending back
  • We reserve the right to reject returns that do not meet our policy
  • Items returned without prior approval will not be accepted

📞 Contact Us

For any return or refund requests, please contact:
Luckypawkids Pte Ltd
📍 48 Hillview Terrace, #02-03, Singapore 669269
📞 8014 3393