Returns Policy

We want you and your pet to be happy with every order. This policy explains what you can return and how refunds work. It doesn't limit your rights under Singapore law, including the Lemon Law (Consumer Protection (Fair Trading) Act) and the Sale of Goods Act.

Faulty, damaged or wrong items

If an item arrives damaged, is faulty or past its expiry date, or isn't what you ordered, email service@globalpetcompany.com with your order number and a photo. Please let us know within 7 days of delivery so we can sort it out quickly.

We'll replace the item, or refund it in full if a replacement isn't available or you'd prefer a refund, at no cost to you, including any delivery charge. This applies to sale and clearance items too. Faults you find later are still covered under the Lemon Law: a fault that shows up within 6 months of delivery is presumed to have been there when you received the item.

Change of mind

Changed your mind? You can return an item within 7 days of delivery if it is unopened, still sealed and in its original packaging. Please contact us with your order number before sending anything back.

For change-of-mind returns, the original delivery charge isn't refunded and you cover the cost of returning the item. You can also drop it off at our office for free.

Not returnable for change of mind

  • Opened food and treats
  • Medicines and parasite treatments (flea, tick and worm products)
  • Supplements
  • Opened hygiene items, such as litter, pee pads and grooming products
  • Clearance items

These exclusions only apply to change-of-mind returns. They never affect faulty, damaged, expired or wrong items. For safety, returned medicines and parasite treatments are never resold.

Refunds

Once we've received and checked a returned item (or the photos, for a damaged or wrong item), we'll refund your original PayPal payment within 5 working days. PayPal usually shows the refund straight away; if you paid by card through PayPal, your bank may take a few more days.

Dropping off a return

You're welcome to bring returns to our office at 4010 Ang Mo Kio Ave 10, #07-04 Techplace 1, Singapore 569626. We're there Monday to Friday, 9am to 6pm (closed on public holidays). The office can be closed for lunch, usually between 12pm and 1pm. Please contact us first so we know to expect you.

Cancelling an order

You can cancel an order for a full refund until it has been dispatched or collected. After that, please use the returns process above.

Questions?

For any questions about returns, please contact us or visit our Help Center.