Effective Date: May 26, 2026

Thank you for shopping at 12Mpet (12mpet.com). We value your business and strive to provide high-quality pet products. If you are not entirely satisfied with your purchase, we are here to help.

By making a purchase on our website, you agree to the terms and conditions outlined in this Refund and Returns Policy.

1. Strict No-Refund-Without-Return Policy

To maintain fair business practices and prevent fraud, 12Mpet does not offer “refund-only” options under any circumstances.

  • Mandatory Return: You cannot receive a refund, store credit, or replacement product without returning the original physical item to our facility.
  • Inspection Required: No funds will be released until the returned item is received, inspected, and approved by our quality control warehouse.
  • No Exceptions: This policy applies to all orders, including cases where the customer claims dissatisfaction, orders the wrong size, or changes their mind.

2. Eligibility Criteria for Returns

To be eligible for a return and subsequent refund, your item must meet the following strict criteria:

  • Timeframe: The return request must be initiated within 30 days from the date of delivery.
  • Condition: The item must be unused, unwashed, free of pet hair/scents, and in the exact same condition that you received it.
  • Packaging: The product must be returned in its original, unopened packaging with all tags, labels, and manuals intact.
  • Proof of Purchase: A valid receipt, invoice, or order number from 12mpet.com must accompany the return.

Non-Returnable Items

The following items cannot be returned or refunded due to hygiene, safety, and health regulations:

  • Opened pet food, treats, supplements, or medications.
  • Personalized or custom-made items.
  • Clearance, final sale, or promotional gift items.
  • Items damaged by pet chewing, scratching, or improper usage.

3. The Return and Refund Process

Step 1: Request a Return

Do not send items back without prior authorization. Contact our customer service team via email at quiatsnw@12mpet.com or call us at +(65) 88054312. Provide your order number and the reason for the return.

Step 2: Ship the Item

Once approved, ship the product to our official address:

12Mpet Returns Department
12M Chancery Hill Rd, Singapore 307400

Customers are responsible for paying all return shipping costs. Shipping costs are non-refundable. We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Step 3: Inspection and Approval

Once your return is received and inspected, we will send you an email notifying you that we have received your item. We will also notify you of the approval or rejection of your refund based on the condition of the product.

Step 4: Refund Issuance

If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 7 to 14 business days, depending on your bank or credit card issuer’s policies.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is defective or damaged during transit, you are still required to return the item to receive a remedy.

  1. Contact us within 48 hours of delivery with clear photographs and video evidence of the defect.
  2. Return the damaged item to our Singapore address following our standard return instructions.
  3. Upon inspection and verification of the defect, we will issue a full refund or a replacement, and we will reimburse your return shipping fees.

5. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account or credit card statement again.
  2. Contact your credit card company; it may take some time before your refund is officially posted.
  3. Contact your bank, as processing times vary.

If you have done all of this and still have not received your refund, please contact us at quiatsnw@12mpet.com.

6. Contact Information

For any questions regarding our strict Refund and Returns Policy, please contact us through the following channels:

  • Website: 12mpet.com
  • Email Address: quiatsnw@12mpet.com
  • Physical Address: 12M Chancery Hill Rd, Singapore 307400
  • Phone Number: +(65) 88054312