Return & Refund Policy
Return & Refund Policy
Last Updated: May 25, 2026
At Happy Paws Mart, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below to understand your options and eligibility requirements.
By placing an order with Happy Paws Mart, you agree to the terms outlined in this policy.
1. Return Eligibility
We accept returns for eligible items within 30 days of delivery.
To qualify for a return, items must:
- Be unused and in their original condition
- Be returned in the original packaging
- Include all accessories, manuals, and tags (if applicable)
- Not show signs of wear, damage, or misuse
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
The following items cannot be returned unless they arrive damaged or defective:
- Personalized or custom-made products
- Clearance or final sale items
- Gift cards
- Perishable goods
- Hygiene-sensitive products that have been opened or used
- Products damaged due to misuse, neglect, or improper handling
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- A description of the problem
- Clear photos of the item and packaging
After review, we may offer a replacement, store credit, or refund, depending on the circumstances.
4. How to Request a Return
To initiate a return:
- Contact our customer support team.
- Provide your order number and reason for the return.
- Wait for return authorization instructions.
- Ship the item to the return address provided by our support team.
Returns sent without prior authorization may not be accepted.
5. Return Shipping Costs
Customers are generally responsible for return shipping costs unless:
- The item arrived damaged
- The item is defective
- We shipped the wrong product
Shipping charges paid during checkout are non-refundable unless required by law or due to an error on our part.
6. Refund Process
Once your returned item is received and inspected, we will notify you regarding the status of your refund.
If approved, refunds will be issued to the original payment method used for the purchase.
Please allow:
- 3–7 business days for inspection and approval
- 5–10 business days for the refund to appear in your account (depending on your payment provider)
Processing times may vary between banks and payment providers.
7. Partial Refunds
Partial refunds may be granted in certain situations, including:
- Items returned with missing parts or accessories
- Products showing signs of use beyond reasonable inspection
- Returns submitted outside the approved return conditions
- Products not returned in original packaging
Any partial refund amount will be determined after inspection.
8. Order Cancellations
Orders may be canceled before they have been processed or shipped.
If you wish to cancel an order, please contact us as soon as possible.
Once an order has been shipped, it can no longer be canceled and must follow the return process after delivery.
9. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your credit card provider, as processing times may vary.
- Contact your bank for additional information.
- If you still have not received your refund after the expected time frame, contact our support team.
10. Exchanges
We replace items only if they are defective, damaged, or incorrect.
If you need an exchange for the same product, please contact our customer support team with your order details and supporting photos where applicable.
11. Chargebacks and Payment Disputes
We encourage customers to contact us directly before initiating a chargeback or payment dispute.
Most issues can be resolved quickly through our customer support team.
Fraudulent or abusive chargeback claims may result in account restrictions and further review.
12. Contact Us
For questions about returns, refunds, or exchanges, please contact us:
Happy Paws Mart
Email: contactus@happypawsmartsg.com
Customer Support Response Time: Within 24–48 business hours
Contact Form: Available on our website