Effective Date: April 22, 2026
At YOUR PET PLACE PTE. LTD. (operating via yourpetplacestore.com), we care about the happiness of your furry friends. We understand that sometimes a product may not be the right fit. This policy explains how we handle returns and refunds to ensure a fair and safe shopping environment for all pet owners.
1. THE “NO RETURN, NO REFUND” MANDATE
YOUR PET PLACE PTE. LTD. maintains a strict policy: We do not offer “Refund Only” solutions.
To be eligible for a refund, credit, or exchange, the customer must physically return the item to our facility in Singapore. We do not issue monetary refunds for items that remain in the customer’s possession, regardless of claims regarding product quality or “change of mind.” This policy is essential to maintain our quality control standards and prevent fraudulent claims.
2. RETURN ELIGIBILITY WINDOW
- Period: You must initiate a return request within 7 calendar days of receiving your order. Due to the perishable and hygienic nature of pet products, we cannot accept return requests beyond this window.
- Condition: Items must be in their original, unopened, and unused condition, with all tags, seals, and packaging intact. We cannot accept returns for items that have been opened, used by a pet, or show signs of wear.
- Proof of Purchase: A valid order number or receipt from yourpetplacestore.com is required.
3. NON-RETURNABLE ITEMS (HYGIENE & SAFETY)
For the health and safety of all pets, the following items are strictly non-returnable and non-refundable:
- Pet Food & Treats: Any edible items (kibble, canned food, snacks) once they have left our facility.
- Hygienic Products: Pet diapers, litter, grooming tools, and beds (if removed from original plastic sealing).
- Customized Items: Personalized collars, tags, or bespoke pet furniture.
- Sale Items: Any products purchased during “Clearance” or “Final Sale” events.
4. THE RETURN PROCESS
To process a return, you must follow these steps:
- Request: Email unforgettable@yourpetplacestore.com with your order number and photos of the item’s condition.
- Authorization: If eligible, we will issue a Return Merchandise Authorization (RMA) and provide shipping instructions.
- Shipment: Securely pack the item and send it to:
YOUR PET PLACE PTE. LTD.
6 Meyappa Chettiar Road, #15-08, The Poiz Residences, Singapore 358454 - Inspection: Upon arrival, our team will inspect the item. This process takes 3–5 business days.
5. SHIPPING COSTS
- Customer Responsibility: The customer is responsible for all shipping costs associated with the return. Original shipping fees are non-refundable.
- Tracking: We highly recommend using a trackable shipping service. We are not responsible for returned items lost in transit.
6. REFUND DISBURSEMENT
- Approval: Once the physical return is inspected and approved, we will notify you via email.
- Method: Approved refunds will be credited back to your original payment method within 7–10 business days.
- Rejection: If the returned item is found to be used, damaged by the pet, or missing original packaging, the refund will be rejected, and the item will be sent back to you at your expense.
7. DAMAGED OR INCORRECT ITEMS
If you receive a defective item or the wrong product:
- Contact us at +65 69877505 within 48 hours of delivery.
- Physical Return Required: Even for damaged goods, the item must be returned to us for verification before a replacement or refund is issued. We will cover the return shipping costs only for verified defective or incorrect items.
8. CONTACT INFORMATION
For any questions regarding your order return, please reach out to us:
YOUR PET PLACE PTE. LTD.
- Address: 6 Meyappa Chettiar Road, #15-08, The Poiz Residences, Singapore 358454
- Email: unforgettable@yourpetplacestore.com
- Phone: +65 69877505
- Website: yourpetplacestore.com