Refund policy

Last updated: August 12, 2026

Thank you for shopping with S&S Pet Fam. We want you and your pet to be happy with your purchase. If you are not satisfied, you may request a return in accordance with this policy. Please read the following carefully before initiating a return.

1. Return Window

You may request a return within thirty (30) days of the date the product was delivered to you. Returns requested after the 30-day window will not be accepted.

2. Return Conditions

To be eligible for a return, the product must meet all of the following conditions:

— The product must be unused, unassembled (if applicable), and in its original condition;
— The product must be in its original packaging, including all accessories, manuals, cables, and components;
— You must provide proof of purchase (order confirmation email or order number); and
— The return must be authorised by us in advance (see Section 3 below).

3. How to Initiate a Return

To initiate a return, please contact us at sparksshopify@gmail.com with the following information:

— Your order number;
— The product(s) you wish to return; and
— The reason for the return.

We will review your request and, if eligible, issue a Return Merchandise Authorisation (RMA) number with return instructions. Please do not ship anything back without an RMA number. Returns sent without prior authorisation may be refused.

4. Non-Returnable Items

The following items cannot be returned:

— Products that have been used, installed, assembled, or show signs of wear;
— Products that have been damaged due to misuse, neglect, accident, or modification;
— Products with missing parts, accessories, manuals, or original packaging;
— Products returned after the 30-day return window has expired; and
— Products purchased during a final sale or clearance event explicitly marked as non-returnable at the time of purchase.

5. Return Shipping

You are responsible for all return shipping costs. We do not provide prepaid return labels for standard returns. We recommend using a trackable shipping method and purchasing shipping insurance, as we are not responsible for returns that are lost or damaged in transit.

6. Restocking Fee

A restocking fee of ten percent (10%) of the product price will be deducted from your refund. This fee covers inspection, repackaging, and administrative costs.

7. Refund Processing

Once we receive and inspect the returned product, we will notify you by email of the approval or rejection of your refund.

If approved: Your refund — minus the restocking fee (10%) and original shipping charges (non-refundable) — will be processed to your original payment method within ten (10) business days. Please note that your bank or payment provider (e.g. PayPal) may take additional time to post the refund to your account.

If rejected: If the product does not meet the return conditions in Section 2, we will notify you and may ship the product back to you at your expense. You may also authorise us to dispose of the product.

8. Damaged or Defective Products

If you receive a product that is damaged during shipping or is defective on arrival, please contact us at sparksshopify@gmail.com within seven (7) days of delivery with:

— Your order number;
— Photographs clearly showing the damage or defect; and
— A brief description of the issue.

If we confirm that the product is damaged or defective, we will, at our sole discretion:

— Send you a free replacement at no additional cost; or
— Issue a full refund (including original shipping charges).

In the case of confirmed damage or defect: the 10% restocking fee will not apply, and we will provide a prepaid return label or waive the return shipping requirement at our discretion.

9. Order Cancellation

You may cancel an order within one (1) hour of placing it, provided that the order has not yet been processed or shipped. To cancel, please contact us immediately at sparksshopify@gmail.com with your order number.

If confirmed before processing, we will cancel the order and issue a full refund to your original payment method. After the one-hour window has closed, or once the order has been processed or shipped, cancellations are no longer available. You may instead return the product after delivery under this policy.

10. Exchanges

We do not offer direct exchanges at this time. If you wish to exchange a product, please return the original product under this policy and place a new order for the item you would like instead.

11. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

— First, check your PayPal account or bank statement again;
— Contact PayPal or your bank, as processing times vary; and
— If you have done both and still have not received your refund, please contact us at sparksshopify@gmail.com and we will investigate.

12. Contact Us

If you have any questions about returns or refunds, please contact us:

S&S Pet Fam
Email: sparksshopify@gmail.com
Postal address: BO1-A-09, Menara 2, KL Eco City, 3, Jln Bangsar, 59200 Kuala Lumpur, Malaysia