Returns and refunds

What we put right

• The item arrived damaged.
• The item is faulty: it does not work as described on its product page.
• You received a different item, colour or size from the one you ordered.
• Part of your order is missing.

What we do not accept

• Change of mind, or an item you no longer need.
• A size or colour you chose that does not fit or suit your pet. Check the measurements and the size guide on the product page before you order. Measurements are taken by hand and can differ by 1 to 3 cm.
• Damage caused by pets (chewing, scratching, digging), by misuse, or by normal wear and tear.
• Small colour differences from the photos, caused by screens and lighting.
• Props shown in lifestyle photos. The "In the box" line on each product page lists what you receive.
• Claims made more than 7 days after delivery.
• Parcels that could not be delivered because the address or phone number given at checkout was wrong or incomplete, or that were refused or not collected.

How to make a claim: within 7 days of delivery

Email us at hello@mybestpets.com within 7 days of the day your parcel was delivered (the date shown in tracking). Include:

• Your order number (it starts with MBP).
• Clear photos or a video of the problem, of the item and of the parcel with its shipping label.
• For a missing item or part, a video of you opening the parcel. We recommend recording a short video whenever you open a parcel.

We reply within 3 working days and may ask for more photos or details before we decide. Claims without the details above, or sent after 7 days, cannot be accepted.

What happens next

• If your claim is accepted, we send a replacement or give you a refund. We decide which, depending on the problem and what is in stock. If only part of an order is affected, we replace or refund that part.
• You do not need to send anything back unless we ask you to. If we do, we arrange and pay for the return postage.
• Refunds go back to the way you paid, through our payment provider HitPay, usually within 7 working days of approval. Your bank or e-wallet may take a few more days to show it. Where a payment method cannot be refunded that way, we transfer the money to your bank account instead.

Cancelling an order

Orders are sent for packing soon after payment. To cancel, email us at hello@mybestpets.com within 2 hours of paying, with your order number. If your order has not been sent for packing yet, we cancel it and refund you in full. After that it cannot be cancelled.

Late or lost parcels

• Delivery times on product pages are estimates. Delays caused by couriers, customs, weather or public holidays are not a reason for a refund on their own.
• If your parcel has not arrived 30 days after you ordered, and tracking does not show it as delivered, email us at hello@mybestpets.com. We investigate with the courier and, if the parcel is lost, send a replacement or refund you.
• If tracking shows your parcel as delivered but you cannot find it, check with your neighbours, guardhouse or building management first, then contact us within 7 days and we will raise it with the courier.

Before disputing a payment

Please contact us before asking your bank or card provider to reverse a payment. We can usually sort things out faster directly.

Your legal rights

Nothing on this page affects your rights under the Consumer Protection Act 1999 or any other Malaysian law.