Refund & Return Policy
Last Updated: 06 January 2026
Welcome to Pet Nestly.
At Petnestly.com, customer satisfaction is important to us. This Refund & Return Policy explains the conditions under which returns, refunds, and exchanges are accepted.
1. Eligibility for Returns
You may request a return or refund under the following conditions:
The item is damaged, defective, or incorrect
The item is unused, unwashed, and in its original packaging
The request is made within 7 days of delivery
Proof of purchase (order number or receipt) is provided
Certain items may not be eligible for return due to hygiene and safety reasons.
2. Non-Returnable Items
The following items are non-refundable and non-returnable:
Opened or used dog food and consumables
Grooming products that have been opened or used
Items damaged due to misuse, negligence, or normal wear and tear
Clearance or sale items (unless damaged or defective)
3. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with:
Order number
Clear photos or videos of the issue
Once verified, we will offer one of the following:
Replacement
Store credit
Full refund
4. Refund Process
Approved refunds will be processed within 7–10 business days
Refunds are issued to the original payment method
Processing time may vary depending on your bank or payment provider
5. Return Shipping
If the return is due to our error (wrong or defective item), return shipping costs will be covered by us
For other approved returns, customers are responsible for return shipping costs
We recommend using a trackable shipping service
6. Order Cancellations
Orders can be cancelled before shipment
Once an order has been shipped, cancellation is no longer possible and the return policy applies
7. Exchanges
We only replace items if they are defective or damaged.
If you need an exchange, please contact us with your order details.
8. Contact Information
For refund or return requests, please contact us:
Website: Petnestly.com
Email: support@petnestly.com
Phone: +60146236505
Address:
Lot 10, Kawasan Perindustrian Chembong
Rembau 71300, Negeri Sembilan
Malaysia
9. Policy Updates
Pet Nestly reserves the right to update or modify this Refund & Return Policy at any time without prior notice. Changes will be effective immediately upon posting on this page.