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Return Policy

Return and Exchange Policy

  • For all defect or loss claims kindly contact us via email within seven (7) working days of the proposed delivery date if you believe all or part of your order is missing and/or damaged. We will not, however, refund if the product is returned by change of mind or the product is unwanted.
  • All order refunds are limited to item value only and further inspections will be performed by our team and if we agree that the item is faulty and the fault is unlikely be occurred by abnormal use, we will, attempt to replace the product with an identical product. If however, we are unable to provide the replacement hence we will proceed to refund. TPF holds the final decision to release all claims whether by partially or fully. Any other fees such as shipping/return shipping fee shall not be bore by our end.
  • We are not liable to accept returns by specific product brands due to its original packaging design to be fragile or in shriveled state such as BIL JAC. We will accept unless product defection caused by expiry.

             10.1) Conditions for Exchange

    • The product is delivered in a damaged condition or is past its expiry date.
    • Wrong product is delivered.
    • The product can be exchanged provided that the product is in new and original condition with price tag and sticker, if any, still attached.


    • Products that were sold at marked down prices due to existing defects are not eligible for exchange or return.
    • Free products given as part of a promotion you enjoyed cannot be returned for exchanged.

Should your item(s) satisfy the above condition(s), please take note of the following:

How to Exchange Your Online Purchase(s):

Products purchased online can be returned to our retail store at The Pet Family Outlets for an exchange.

The User may change to a different product of the same value or more (the User will have to pay for the price difference before collecting the exchanged product).

No refund will be entertained if the product exchanged is of a lower value than the original product purchased and paid online.

Please bring the original product(s) and your proof of purchase (order confirmation with order number) to our retail store at The Pet Family Outlet and approach the cashier staff to process your exchange.

Qian Hu The Pet Family (TPF) reserves the right for the final decision.

Qian Hu The Pet Family (TPF) reserves the right to change the terms & conditions above at any time without prior notice.

Upon the User informing Qian Hu The Pet Family (TPF) about a defective product, Qian Hu The Pet Family (TPF) will request from the User a picture of the defective product, we will then conduct a quality evaluation. We will send an email to the User to arrange for a 1 for 1 replacement of the defective product after we have completed evaluation of your defective product and if it is deemed to be a valid exchange.

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