Return & Refund Policy

Your Satisfaction is Our Priority

At Scandipets, we stand behind every product we sell because we've tested them in our own homes with our own pets. We want you to be completely satisfied with your purchase.

📸 Important: Document Your Delivery

Before opening your package, please take a photo or video showing:

  • The condition of the outer packaging

  • The sealed products upon unboxing

  • Any visible damage or issues

    Note: Returns cannot be processed without photo/video evidence taken at the time of delivery.

What We Accept for Returns/Refunds

We gladly accept returns for:

  • Damaged or broken items caused during shipping

  • Incorrect items sent by our warehouse

  • Defective products with manufacturing issues

  • Damaged packaging that affects product quality

How to qualify:

  1. Report within 24 hours of receiving your order

  2. Provide clear photos/videos of the issue

  3. Keep products in original packaging

  4. Contact us at [email protected]

What Cannot Be Returned

According to the Consumer Act of the Philippines (RA 7394), we cannot accept returns for:

  • Change of mind after purchase

  • Pet preference (e.g., "My cat doesn't like it")

  • Misuse or mishandling by the customer

  • Found cheaper elsewhere after purchasing

  • Opened/used products without defects

  • No documentation (missing photos/videos of issues)

  • Products purchased more than 7 days ago

💡 Try Before You Buy - We Recommend:

Since pet preferences vary, we suggest:

  • .Start with our smallest pack to test if your pet likes the product

  • Order a trial bundle before committing to bulk purchases

  • Read our detailed product descriptions and reviews

Remember: Every pet is unique. What works for 10,000+ customers might not work for yours

📦 How to Request a Return/Refund

Step 1: Document

  • Take clear photos/videos immediately upon receiving

Step 2: Contact Us Within 24 Hours

Email: [email protected] Include:

  • Order number

  • Photos/videos of the issue

  • Brief description of the problem

  • Contact information

Step 3: Wait for Approval

We'll respond within 4 hours during business hours

Step 4: Return Instructions

If approved, we'll provide:

  • Return authorization number

  • Shipping instructions

  • Refund timeline

💰 Refund Process

Once approved and items are returned:

  • Processing time: 3-5 business days after we receive the item

  • Refund method: Same payment method used for purchase

  • Shipping costs: We cover return shipping for damaged/incorrect items only

  • Refund amount: Full product price (excluding original shipping fees for customer error)

Refund Timeline by Payment Method:

  • GCash/PayMaya: 3-5 business days

  • Credit/Debit Card: 5-10 business days (depending on your bank)

  • Bank Transfer: 3-7 business days

  • Cash on Delivery: Bank transfer or GCash refund

🚚 Damaged During Delivery?

If your package arrives damaged:

  1. DO NOT accept severely damaged packages

  2. Document everything before opening

  3. Contact us immediately (within 24 hours)

  4. We'll coordinate with our courier for resolution

🤝 Our Commitment to You

While we cannot accept returns for pet preferences or change of mind, we promise:

  • Authentic products tested in our own home

  • Honest descriptions of what to expect

  • Responsive support for any concerns

  • Quality guarantee on all items

  • Fair and transparent return process

🔄 Exchange Policy

We offer one-time exchanges for:

  • Different product size (subject to availability)

  • Different scent/variant (subject to availability)

  • Equal or higher value items

Note: Exchanges must be requested within 24 hours of delivery and require the same documentation as returns.

💬 Still Have Questions?

Contact our pet-loving team:

📧 Email: [email protected]

📱 Phone: 0927-729-7845

⏰ Response Time: Within 4 hours during

business hours

Business Hours:

Monday-Saturday: 9:00 AM - 6:00 PM

Sunday: By appointment only

⚠️ Final Reminders

  • No video/photo = No return (please document everything!)

  • Returns are store-specific and follow point-of-purchase policies

  • We suggest trial sizes first to avoid disappointment

  • All returns subject to inspection and approval

  • Fraudulent return claims will result in account suspension

Legal Compliance

This policy is in accordance with:

  • Consumer Act of the Philippines (RA 7394)

  • E-Commerce Act of 2000 (RA 8792)

  • Data Privacy Act of 2012 (RA 10173)

ScandiPets Enterprise reserves the right to update this policy as needed. Changes will be posted on this page with the updated effective date.

Thank you for choosing ScandiPets. We appreciate your understanding and continued support in keeping Filipino pets happy and healthy!

Last Updated: November 2025