Return Policy

At Laguna Pet Shop SDN BHD your satisfaction is our first priority. We stand behind the quality of our products and will make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our warehouse. But in the event you received faulty item, simply follow the instructions below.

Important thing to note is that we will not entertain any exchange/refund at the store if you order online without informing our online team first

For more information please read more below.


  • All Sales are Final. 
  • No cash refund except for no-stock item(s) . Refund process will take within 30 days.
  • No cash refund on any defective items. We will do exchange only.
  • No refund on issue for example on situations : change of mind or just don't like the item. But, we are willing to help on you on exchange.
  • No refund on parcel bounce back to us. 
  • Customers can return damaged/wrong/faulty items within 5 days of receipt date for a exchange of that item. Any lateness will not be entertained.
  • Orders cannot be cancelled once it is being processed. No refunds and cancellation will be entertained.
  • In all cases, the items returned must be in their original condition, UNOPENED and UNUSED with the original packaging. The goods will be inspected once received.
  • The goods are customer’s responsibility until they have reached our warehouse. Please ensure to package your returned items properly in order to avoid damages. This include the boxes and packaging. Laguna Pet Shop SDN BHD is not responsible for any items that are returned with damage.
  • Shipping charges are to be borne by the sender
  • Laguna Pet Shop SDN BHD will not be responsible on missing parcel / lateness / return back due to third party delivery partner. However we will help you on the process to track and enquire on your parcel.
  • Laguna Pet Shop SDN BHD recommends you use a postal service that insures you for the value of the goods you are returning and obtain a proof of posting.

What if I received a damaged?

Firstly, we apologise if the products received was damaged. 

1.Please email us using the contact us form or email us at as soon as possible.
2. Replacement must be informed as soon as possible within 3 days after receiving. 
3. NO REFUND. Only exchange, this is to avoid used item returns and want a money back.
4. Customer can request for an exchange with any of the items available only with same value or higher.
5. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made.

Please return your purchased item to the following address:


Please contact us at or WhatsApp/call 012-590 4290 if you have any questions or doubts.