Refund policy
Effective Date: 12 August 2026
For hygiene and safety reasons, our pet food, treats, supplements, and other consumable products are not eligible for return or exchange once sold, except where the item is faulty, damaged, or incorrect. This helps us make sure every product we send out meets the standards our pets deserve. Once you have received your order, we have no way of verifying how it has been stored or handled, which is why we are unable to accept returns of opened or used consumable products unless they are faulty.
We encourage you to review product descriptions, ingredients, and feeding guidelines carefully before placing an order. If you are ever unsure, our team is happy to help with recommendations before you buy.
When we can help
We will offer a replacement, refund, or store credit at our discretion if:
- you receive an incorrect item; or
- the item arrives damaged or defective.
This does not cover damage, spoilage, or quality issues that arise after your order has been delivered, for example if it is left unattended, exposed to heat or moisture, or not collected and stored promptly by you, as set out in the Shipping and Delivery section above.
Please contact us at hello@hazelspet.com within 7 days of receiving your order, together with your order number and clear photos of the affected item, so we can resolve the issue promptly.
Once approved, refunds will be processed to your original payment method. Processing times may vary depending on your bank or payment provider. We reserve the right to decline a return or refund request that does not meet the conditions above.
Nothing in this section affects any rights you may have under the Consumer Protection (Fair Trading) Act 2003 or other applicable Singapore consumer protection law that cannot be excluded.
Contact us
If you have any questions about these Terms, please contact us.
Hazel's Pet Pte. Ltd.
14 Robinson Road, #08-01A
Far East Finance Building
Singapore 048545
Email: hello@hazelspet.com
Website: www.hazelspet.com