Refund policy

Refund & Return Policy

At Petit Pawstries, our treats are handmade in small batches and prepared specifically for each order. As our products are perishable food items, we do not accept ordinary returns or exchanges as part of our normal sales process.

By placing an order with Petit Pawstries, you acknowledge and agree to the following policy.


1. Returns & Exchanges


Due to the nature of our products, we do not accept ordinary returns or exchanges for perishable items, treats, chews, milkies, custom products or personalised items.

We are unable to accept returns or provide refunds for:

  1. Change of mind
  2. Incorrect selection of flavour, design, size or quantity
  3. Your pet not liking or refusing the product
  4. Your pet’s individual preferences or sensitivities
  5. Products that have been opened, consumed, altered or improperly stored
  6. Orders purchased as gifts where the recipient does not want the item
  7. Failure to collect an order within the agreed collection period
  8. Delivery attempts that are unsuccessful due to an incorrect or incomplete address, inability to receive the parcel, or other circumstances attributable to the customer

This section does not affect any rights or remedies that cannot legally be excluded under applicable Singapore law.


2. Damaged, Incorrect or Missing Items


We take care when packing every order. However, parcels may occasionally be affected during transit.

If your order arrives damaged, incorrect or incomplete, please contact us within 48 hours of the recorded delivery or collection date at contact@petitpawstries.com.


Please provide:

  1. Your order number
  2. Clear photos of the entire parcel and external packaging
  3. Clear photos of the damaged, incorrect or affected item(s)
  4. Photos showing the condition of the packaging, including any visible damage to the box or parcel
  5. A brief description of the issue

For significant damage or where necessary to assess the claim, we may also request additional photographs or a short video.


Please retain the packaging and affected item(s) until we have completed our assessment. In certain circumstances, we may ask you to return an affected item to us for inspection or other appropriate resolution. If this is required, we will provide specific instructions. Please do not send any items back without contacting us first.

Claims submitted without sufficient evidence may be declined where we are unable to reasonably verify the issue.


3. Damage During Delivery


Once an order has been handed over to the appointed courier, the parcel is subject to the courier’s handling and delivery process.


Where damage appears to have occurred during transit, Petit Pawstries may use the photographs, videos, packaging and other information provided by the customer to investigate the matter and/or submit or support a claim with the courier.


We will assess each case individually. Depending on the circumstances and available evidence, we may offer a replacement, partial refund, full refund or another appropriate resolution.


A damaged outer parcel does not automatically mean that the products inside are damaged. Where the products remain in acceptable condition, a refund or replacement may not be provided.


Where a courier claim or investigation is required, customers may be asked to retain the packaging and/or affected products until the matter has been resolved.


4. Incorrect or Missing Items


If you receive an item that does not match your order, or an item is missing, please notify us within 48 hours of delivery or collection with the required evidence.


After verification, we may provide a replacement or refund for the affected item, depending on the circumstances.


5. Product Quality Concerns


We take the quality and safety of our products seriously.


If you believe there is a genuine product quality issue, please contact us within 48 hours of delivery or collection, with photographs and details of the concern.


For food safety reasons, please stop feeding the affected product while the matter is being assessed.


Please retain the affected product and its packaging where reasonably possible. We may request additional photographs, videos or other information to assess the concern. In exceptional circumstances, we may request that the affected product be returned to us for inspection. Customers should not return any product unless specifically instructed to do so.


A refund or replacement is not guaranteed solely based on subjective dissatisfaction with a product. Each case will be assessed based on the circumstances and evidence provided.


6. Storage & Handling


Customers are responsible for following the storage and handling instructions provided with their order.

Petit Pawstries is not responsible for changes in product condition resulting from:

  1. Improper storage
  2. Exposure to heat, moisture or direct sunlight
  3. Failure to follow storage instructions
  4. Prolonged exposure to unsuitable conditions after delivery or collection
  5. Failure to consume or store products within the recommended period
  6. Normal changes in appearance, colour, texture or shape that may occur with handmade products

As our products are handmade, minor variations in colour, shape, size and appearance are normal and are not considered defects.


7. Order Cancellations


As our products are made-to-order and preparation may begin shortly after an order is placed, order cancellations are only accepted within 1 hour of purchase.

After this period, cancellations cannot be guaranteed and any cancellation or refund request will be considered based on the stage of preparation.

Once an order has entered production, cancellation may no longer be possible.


8. Delivery & Collection


Customers are responsible for providing a complete and accurate delivery address and contact information at checkout.

Petit Pawstries is not responsible for failed deliveries arising from an incorrect or incomplete address, inability to receive the parcel, failure to respond to the courier, or other circumstances attributable to the customer.

For self-collection orders, customers are responsible for collecting their orders within the agreed collection period. Failure to collect an order does not automatically entitle the customer to a refund.

Where a parcel is returned to us due to circumstances attributable to the customer, any additional delivery or redelivery charges may be payable by the customer.


9. Refunds


Where a refund is approved, the refund will generally be issued to the original payment method.

Refund processing times may vary depending on the payment provider and bank.

Approved refunds will generally be limited to the affected item(s) or the amount determined to be appropriate based on the circumstances. Petit Pawstries is not obligated to provide a full order refund where only part of an order is affected.


10. Non-Refundable Items

The following are non-refundable except where required by applicable law or where Petit Pawstries determines otherwise:

  1. Perishable food products
  2. Treats and chews
  3. Milkies and other consumable products
  4. Custom or personalised products
  5. Gift cards
  6. Products that have been opened, consumed or discarded
  7. Orders affected by customer error, including incorrect selections or delivery information


11. Refund & Replacement Assessment


Petit Pawstries reserves the right to request reasonable evidence and investigate any refund or replacement request.

We reserve the right to decline claims where:

  1. There is insufficient evidence to reasonably verify the issue
  2. The circumstances do not reasonably support the claim
  3. The issue resulted from circumstances outside Petit Pawstries’ responsibility
  4. The product was improperly stored, handled or used
  5. The claim is submitted outside the applicable reporting period
  6. We identify repeated, inconsistent or potentially fraudulent or abusive claims


Any refund, replacement or other resolution offered by Petit Pawstries will be determined based on the individual circumstances of the case.


12. Policy & Resolution


Where an issue arises, we will review the circumstances and available evidence fairly and determine an appropriate resolution on a case-by-case basis.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable Singapore law.

We appreciate your understanding that Petit Pawstries is a small-batch handmade business. These measures help us maintain product quality, food safety and fairness for all customers.


For refund or order-related enquiries, please email contact@petitpawstries.com or DM @petitpawstries on Instagram.