Returns, Refunds & Exchanges

Returns

In the event that your purchase does not meet your satisfaction, you have the option to return it to us within a 7-day timeframe, provided the following conditions are met:

1. The return request must be initiated within 7 days from the date of delivery or purchase.
2. The item must be returned in its original, unopened packaging.
3. The item purchased must not be a seasonal special.
4. The purchase should not have been made using discount codes, such as vouchers.
5. Perishable items, such as food, treats, supplements, etc., must have a minimum shelf life of 6 months.
6. Certain categories, including prescription medications, frozen food, grooming brushes, beds, carriers, crates, cages, wearables (e.g., harnesses, collars, leashes, shoes/ booties, apparel), are ineligible for returns due to safety and hygiene considerations.
7. A history of returning more than 3 items disqualifies the return request.

If your return request complies with the above conditions, you can proceed by submitting your request via email to hello@pawmrkt.com, and the value of the returned items will be refunded as store credits. Please note that customers who do not meet these requirements will not be eligible for returns or refunds.

Once you've submitted your return request, our Customer Care team will contact you within 7 working days to guide you through the next steps. Following the processing of your return and the arrival of the item at our fulfillment center, our Customer Care team will assess the item's condition. We will then confirm receipt and issue a refund in the form of store credits within 14 working days.

Note that our delivery personnel are not authorized to accept returned items at your doorstep. This is to prevent potential delays and complications in the resolution process. In extreme cases, it may hinder our ability to conduct a thorough investigation and provide a fair resolution.

Here's what you should do:

1. Make sure to document and report any issues via email and keep all items in their original packaging if you wish to be eligible for warranty claims (subject to investigation) related to defects, mold, or pest infestation.

2. Products containing weevils are not eligible for replacement as Singapore Food Agency usually regard them as natural and unavoidable substances that do not pose health hazards to consumers with no known illness or negative side effects if ingested.

   Weevils are a type of beetle predominantly found in tropical regions and are commonly encountered in stored goods like grains, rice, flour, and other dry commodities. Weevils, whether in their larval or adult stages, do not present a threat to human health, as they are not known to transmit diseases, cause infections, or bite individuals. The presence of weevils is not a result of contamination during the manufacturing or packaging processes; instead, it arises from the insects' natural habitats and behaviors.