Exchange and Refund Policy

Last Updated: 13 February 2026

1. General Conditions for Returns/Exchanges
* Requests for exchange or return must be made within 7 days of receiving your order.
* Items must be in their original packaging, unused, and in the same condition as when received.
* Proof of purchase (order number or invoice) is required.

2. Non-Exchangeable & Non-Refundable Items
Due to hygiene and safety reasons, the following items cannot be returned or exchanged:
* Food and Treats: Any opened or unopened food, supplements, or treats.
* Bedding and Substrate: To prevent the spread of mites or bacteria.
* Custom Acrylic Tanks: As these are made-to-order according to specific dimensions, all sales are final once production has commenced.
* Sale/Clearance Items: Items purchased during a flash sale or from the "Clearance" section.

3. Damaged or Wrong Items
If you receive a damaged item or the wrong product, please contact us immediately via WhatsApp at +65 8875 4786 or email us at hello@petfables.com.sg in this format and our team will try their best to respond as soon as possible to your enquiries:
1. Your Order Number.
2. Photos/Videos of the damaged or incorrect item.
We will arrange for a replacement or a 1-to-1 exchange at no additional cost to you.

4. Refund Process
* Refunds are only issued if a replacement for a defective item is out of stock.
* Refunds will be processed back to your original payment method. Please note that bank processing times may vary.

5. Delivery Fees
* Shipping costs are non-refundable.
* If an exchange is requested for reasons other than a defect (e.g., change of mind on a non-perishable accessory), the customer will be responsible for the return shipping costs or may visit our physical store at 35 Eng Kong Terrace to perform the exchange. 

Thank you for shopping at Pet Fables. We want you and your furballs to be happy with every purchase.