Product Return, Refund and Exchange Policy
ELEVATE HOME SDN BHD is committed to supplying pet food, treats, toys and related pet products in the correct condition and according to the information displayed on our website. Every order is prepared with care; however, customers should inspect the parcel and its contents immediately after delivery.
Due to the nature of pet food and consumable pet products, all purchases are generally final and are not eligible for a return, refund or exchange because of a change of mind, incorrect selection, a pet’s personal preference or refusal to consume the product.
Nevertheless, we will review requests involving an incorrect, damaged, defective, spoiled or materially misrepresented item, subject to the conditions and evidence requirements set out in this Policy.
Accepted Reasons for a Claim
A customer may request a return, refund or exchange when one or more of the following situations apply:
- The merchant sent the wrong product, flavour, formula, size, weight or variation.
- The item received does not match the specifications, description, features, ingredients, packaging information or other details advertised on our website.
- The product was spoiled, damaged, defective, leaking, torn or otherwise unsuitable upon delivery.
- The parcel was delivered after the delivery period specified in the Company’s Shipping Policy.
A product will not automatically qualify for a refund or exchange merely because a pet does not like the flavour, texture or product. Customers are responsible for checking the product description, suitability, ingredients, feeding information and selected variation before placing an order.
Inspection Upon Delivery
Customers are advised to check the parcel immediately after receiving it. Before opening the package, please make sure that the shipping label and all sides of the parcel are clearly visible in the unboxing recording.
Products involved in a claim should be kept in their original packaging. The customer should not dispose of the product, packaging, shipping label or parcel materials until the Company has completed its review and provided further instructions.
Supporting Evidence
For the Company to investigate a return, refund or exchange request, the customer must provide:
- A clear and continuous unboxing video showing the unopened parcel, visible shipping label, external packaging, internal packaging and every item received.
- A clear video showing the first opening, inspection or use of the product, where applicable.
- Clear photographs showing the damaged packaging, incorrect product, spoiled condition, defect or difference from the advertised information.
- The relevant order number, customer details and a clear explanation of the issue.
- Any other supporting documents or information requested by ELEVATE HOME SDN BHD.
The unboxing video should be recorded in one continuous take. Videos containing cuts, pauses, missing sections or unclear views may not be sufficient to verify the condition of the parcel when it arrived.
Request Period and Submission
All return, refund or exchange requests must be submitted to elevate_home@outlook.com within 24 hours of receiving the item.
The request should clearly state the customer’s name, order number, affected item and reason for the claim. All required videos, photographs and supporting information should be included in the same submission whenever possible.
Any request received after the 24-hour period will not be accepted. Requests submitted without the required evidence, including the continuous unboxing video, may also be rejected because the Company will be unable to confirm the item’s condition at the time of delivery.
Assessment and Resolution
Once a complete request is received, ELEVATE HOME SDN BHD will examine the order information and supporting evidence. Submission of a claim does not guarantee approval, and each request will be assessed according to the circumstances and the conditions of this Policy.
If the request is approved, the Company will inform the customer of the available resolution and provide the necessary instructions. Depending on the verified issue, the resolution may involve a return, replacement, exchange or refund.
Customers must not send any product back without prior written approval from the Company. Any item returned without authorisation may not be accepted or processed.
ELEVATE HOME SDN BHD
Registration No.: 202501008659 (1610073-T)
Website: https://elevate-home.online/
Email: elevate_home@outlook.com
