Return and Refund Policy

Return and Refund Policy

  1. This Return and Refund policy shall only be applicable for home delivery shopping via Pets Trails Mart only.
  2. Pets Trails Mart shall use its best efforts to ensure that Orders are correctly fulfilled. Should there be any discrepancy of Products delivered and the Customer wishes for return and refund, please notify us by completing and submitting the online form posted in our website within seven (7) days upon receiving the Products. We will contact the Customer within seven (7) days after receipt of the completed form online to direct the Customer of the procedures in respect of the return of Products and refund. The Customer is advised to wait for our instruction for the next course of action. In the event the Customer does not receive any reply from us after the aforesaid period, please contact us either by e-mail at or call us at 0333180140 or 0126716455 for enquiries.
  3. All replacements or exchange of Products shall be effected subject to stocks availability.
  4. Return/Exchange of Products or refund can be arranged under the following reasons:

If any Product has been delivered in a damaged or defective condition; or

if the Product is out of date or expired; or

if the wrong Product which is different from the Order is delivered

  1. Provided Always that the Customer shall return or caused to be returned to Pets Trails Mart the aforesaid Products unused and in its original condition, quantity and packaging as it is first delivered to the Customer together with the proof of Order, payment and delivery of the Products.
  2. Pets Trails Mart will inspect the returned Products upon receipt of the same. If the conditions in Item No. 4 of this Return and Refund Policy have been fulfilled, refund will be made to the Customer and we will reimburse the Customer of its courier charges for returning of the Products to us provided always that the courier payment slip is furnished to us upon seeking refund.
  3. All refunds will be made via the same mode of payment within 2 months and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalise the refund. Pets Trails Mart shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
  4. The Customer is required to send back the affected Product(s) to us via a reliable courier service company to the following address:-

Pets Trails Sdn Bhd

No.18, Lorong Batu Nilam 21A,

Bandar Bukit TInggi ,

41200 Klang


  1. The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches us at Pets Trails Sdn Bhd. Pets Trails Mart will not be liable for any loss or damage to the Product prior to the Product is received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.



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