Return & Exchange Policy

At the Pet Lovers Centre, your satisfaction is very important to us. We know pet parents are busy, so we’ve made our return policy easy and convenient. 

Return & Exchange Policy Terms and Conditions:

All items sold are strictly non-refundable. Please note that Pet Lovers Centre will not apply Return & Exchange if the manufacturer's recommendation on the care of the Product and its Food Safety & Storage instructions are not followed. 

1. For items purchased at Retail Store and on petloverscentre.com, unopened items with unopened packaging may be exchanged within seven (7) days from the date of purchase for other items. Aquatic animals, which includes hermit crabs and terrapins, are excluded from this exchange policy. Aquatic animals are purchased on an “as is" basis, and at the consumer’s own risk. Please note that if the invoice includes a VIP Birthday discount, customers are required to visit the same outlet for assistance.

2. The quality evaluation process may take five (5) to seven (7) business days once the item reaches the warehouse. The return and exchange process will only begin after we have completed the evaluation of your return item and if it is deemed to be a valid return. If it is an invalid return, the item will be returned back to the customer.

3. Product after inspections must be collected within one (1) month from the date of notification. Pet Lovers may dispose of the Product which remains unclaimed after one (1) month, without notice in any way we deem fit. 

4. Pet Lovers Centre shall reserve the right to vary the coverage or refuse to cover Products which in our records indicate "Promotion" or "Free Items".

5. Pet Lovers Centre shall reserve the right to vary, modify or change the terms and conditions herein due to change(s) in availability of services, products and/or return or exchange for the purposes of complying with applicable policies, rules, regulations and law, with or without notice.

6. Please (Contact Us) here to arrange for Return & Exchange.

7. Marked-Down Sales Products and Frozen Food are not eligible for Return & Exchange.

8. For orders placed via our official store on the online marketplaces (such as Shopee, Lazada, GrabMart, Panda Shops, FairPrice Online, Amazon), return and refunds are subject to their respective marketplaces' policy. Please refer to their website for policy information.

The table below sets out the coverage you are entitled to Return & Exchange Policy: 

For item purchases at our Retail Store (not Home Delivery and on petloverscentre.com ):

For item purchases with Home Delivery request and on petloverscentre.com​: 

Electronics Product Warranty Terms & Conditions

Please note that Pet Lovers Centre will not apply electronic product warranty if the manufacturer's recommended instructions on the care and cleaning of the Product and its structure and upholster are not followed. 

1. When an electronics product failure occurs due to an electrical or mechanical defect, please contact our team immediately (Contact Us) to report the product failure. Our Customer Service Representatives will be ready to guide you through the service process. 

2. To expedite service, please ensure that you have your purchase details, invoice number, date of purchase readily available. If the product failure is not reported to us prior to repair, the repair will not be approved and will not be covered under the warranty. Nevertheless, notwithstanding that the warranty is in force, you are required to check if the warranty is still valid. 

3. If there are any missing part(s), faults and/or defects which do not conform to the sales contract, invoice or packaging (“Defects”) which can reasonably be discovered through visual inspections on the date of purchase or immediately thereafter must be reported within seven (7) days for item purchases at our Retail Store and on petloverscentre.com.

4. Failing which, no Defects will be deemed to be present at the time of purchase. Claims relating to such Defects must be supported in writing by, or processed through the authorised distributor or supplier where you have purchased the Product. 

5. Pet Lovers Centre reserves the right to impose charges for services on the Product which are outside the cover of warranty. We also reserve the right to decline to provide service where the Product is obsolete, no longer deemed serviceable or replaceable for any reason.

6. Product after servicing or inspections must be collected within one (1) month from the date of notification. Pet Lovers may dispose of the Product which remains unclaimed after one (1) month, without notice in any way we deem fit. 

7. If the Product or a unit, part or subassembly requires repair, Pet Lovers Centre may, at our option and discretion, repair, replace or exchange it with an equivalent product, unit, consumables, part or subassembly that is new or refurbished.

8. Pet Lovers Centre shall reserve the right to vary the coverage or refuse to cover Products which in our records indicate are "Promotion" or "Free Items".

9. Pet Lovers Centre shall reserve the right to vary, modify or change the terms and conditions herein due to change(s) in availability of services, products and/or spare parts or for the purposes of complying with applicable policies, rules, regulations and law, with or without notice.

10. Item purchases at Carousell are not eligible for Electronics Warranty.

11. “Marked-Down Sales Products” are not eligible for Electronics Warranty.. 

12. For orders placed via our official store on the online marketplaces (such as Shopee, Lazada, GrabMart, FoodPanda, NTUC Online, Amazon), return and refunds are subject to their respective marketplaces' policy. Please refer to their website for policy information.

The table below sets out the coverage you are entitled for item purchases; it will be reviewed on a case by case basis based on supplier coverage.

For electrical item purchases at Retail Store and on petloverscentre.com: