Refund and Returns Policy
If you receive a damaged, faulty or incorrect order
If your order arrives damaged or appears faulty, please email us within 48 hours at info@harmony-pets.com with the following information:
- Your name
- Your order number
- A description
- A photograph to show the issue clearly.
We shall replace the item, subject to the availability of the item to be replaced or we will offer an alternative item of similar value as a replacement.
Kindly note that if you were shipped an incorrect item, we will ship the correct item to you, at no extra cost to you.
Refunds
Kindly contact us via email or WhatsApp within 48 hours upon receiving the product(s) if you find that the item is not up to satisfaction.
For food, treats or supplements, please note that we are not able to provide a full refund if the product has been opened or consumed partially.
If the product has gone bad within 4 weeks, we will be able to do a partial refund on a case by case basis.
To request for a refund, kindly provide a receipt or proof of purchase and a photo to show the issue clearly and email to info@harmony-pets.com.
Note partial refunds will be considered if any of the following situation occurs:
- Product which has been used or consumed
- Request for a return is more than 4 weeks after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the request for a refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
Kindly note that it will take a few days for the refund amount to reach you, subjected to each payment method provider’s processing time.
If you have not received a refund yet, check your bank account if you paid via a PayNow/bank transfer.
Contact your credit card company if you have paid via a credit card and note it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@harmony-pets.com so that we can see how to assist you.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. However, we may be able to provide you with an exchange of a similar value, subject to the availability of product.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@harmony-pets.com for assistance.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver. Note they will find out about your return.
Shipping
If you need any assistance with returns, feel free to reach out to our customer service team at info@harmony-pets.com. Kindly note that all shipping costs are non-refundable.