Return and Exchange Policy

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Thank you for choosing Gentle Pets!
We strive to ensure your satisfaction with our products. Before returning or exchanging any items,
we kindly ask that you consult with us via WhatsApp or by emailing hello@gentlepets.com.my with your order number.
Please note that items returned without prior consultation may not be processed.

Returns and Exchanges:

• All returns must be sent back to us within 5 working days within Malaysia.

• We only allow size exchanges. Unfortunately, changes of design due to a change of mind cannot be accommodated.

• To maintain the hygiene of our products and prevent cross-contamination between pets, all items must be in their original, unused condition.

Postal Charges:

• Please be advised that all postal charges for returns and exchanges are the responsibility of the buyer.

Custom Made Products:

• We take great pride in our custom-made and handmade items, which may have unique characteristics due to their craftsmanship.
As such, these products are not eligible for return or exchange, as they are crafted specifically for your pets.
By purchasing a bespoke product from Gentle Pets, you agree to these terms and conditions.

Thank you for your understanding and support!

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Refund Policy

In cases where your selected products are out of stock after we’d received your payment,
we shall provide a full refund to your specified bank account or card, depending on your method of payment.
You will be notified via email or WhatsApp to provide us with your details for a smooth refund process.

We do not provide refunds for missing parcels due to courier’s negligence – however we will try our best in assisting you to trace your parcel.