We're sorry if this is happening to you. Whether it's a damaged or defective product, we'd like to make it up to you if it's within our means to do so. More often than not, we work towards providing you with a 1-to-1 exchange on a defective item. 

To raise a request for a product exchange, please follow the steps outlined below:

  1. Retain the unused item and any parts in its original packaging
  2. Take photos or videos of the item that will support your return request
  3. Reach out to us as soon within 7 days from the date of delivery

We encourage all pet parents to check items in their order upon receiving them to ensure they have received products in their entirety. This will help us immensely in ensuring we can secure or locate missing order components (if any) and ensure that we have our suppliers' co-operation in expediting service recovery.

For this reason, please note that defective products are considered exclusions from our 30-day return policy.

How will the exchange be executed?

If an exchange is granted on grounds that the product has been determined to be defective or damaged, an arrangement will be made on the next available delivery slot to make good on your order.