Return Policy

We accept return requests made within 7 days of receiving your order, subject to approval by Super Paws.

All returns must be approved by us before the item is returned. To request a return, please WhatsApp our Customer Service team at 84302623 with your order number, the item(s) you wish to return, and the reason for the return.

Please do not send or bring any items back to us before receiving our approval. Returns are not guaranteed, and Super Paws reserves the right to reject any return request that does not meet the conditions below.

Return Eligibility

To be considered for a return:

• The return request must be made within 7 days of receiving the order.
• The item must be unopened, unused and undamaged.
• The item must be in its original packaging and original condition.
• Proof of purchase or your order number must be provided.
• The return must receive prior approval from Super Paws via WhatsApp at 8430 2623.
• Frozen food is strictly non-returnable.

Items that have been opened, used, damaged, tampered with, or are no longer in their original condition will not be accepted.

Any return request made after the 7-day period will be rejected. As the product would have been outside our warehouse for an extended period, we are unable to verify or guarantee that it has been stored under appropriate conditions.

Store Credit Only

For approved returns, refunds will be issued as Super Paws store credit only. We do not provide cash refunds.

A $10 return fee will be deducted from the store credit issued for returns handled through our return arrangement.

If you choose to return the approved item to our warehouse yourself, only a $4 processing fee will be deducted instead.

Any original delivery or shipping charges are non-refundable.

Store credit will only be issued after the returned item has been received and inspected by us.

Damaged, Defective or Incorrect Items

Please inspect your order immediately upon receiving it.

If an item arrives damaged or defective, you must report the issue to our Customer Service team via WhatsApp at 84302623 within 3 days of receiving your order.

Please provide your order number together with clear photos and/or videos showing the condition of the item and packaging so that we can assess the issue.

Claims for damaged or defective items submitted more than 3 days after receipt may be rejected.

If you receive an incorrect item, please contact our Customer Service team as soon as possible so that we can investigate and assist you.

Non-Returnable Items

The following items are not eligible for return, exchange, refund, or store credit:

• All frozen food products
• Free gifts, complimentary items, samples, or promotional gifts
• Clearance items, defined as items sold at a discount of more than 30% off the regular selling price
• Opened or used products
• Products with damaged, opened or tampered packaging
• Personalised or special-order products
• Gift cards
• Items that are no longer in their original condition
• Any other products that, for hygiene, safety or storage reasons, cannot reasonably be resold

Free gifts are strictly non-returnable and non-exchangeable. No store credit or monetary value will be provided for free gifts.

Clearance items with discounts of more than 30% are final sale and are not eligible for change-of-mind returns, exchanges, refunds, or store credit.

Frozen food products cannot be returned for change of mind, even if the packaging remains unopened. This is because we are unable to verify that the required storage temperature and cold chain have been maintained after the product leaves our control.

The above exclusions do not affect your ability to contact us if an item you purchased arrived damaged, defective, or incorrect. Such issues must be reported to our Customer Service team via WhatsApp at 8430 2623 within 3 days of receiving your order, in accordance with our policy.

Exchanges

We do not offer direct exchanges for change-of-mind returns.

If your return is approved, the applicable amount will be issued as store credit after the returned item has been received and inspected. You may then use the store credit towards another purchase.

Approval & Inspection

Approval to return an item does not automatically mean that store credit has been approved.

All returned items will be inspected upon receipt. If an item does not meet our return conditions, Super Paws reserves the right to reject the return and decline the issuance of store credit.

Returns and store credits are assessed on a case-by-case basis and remain subject to approval.

How to Request a Return

Before returning anything, WhatsApp our Customer Service team at 8430 2623.

Please provide your order number, item(s) you wish to return, reason for return, and photos of the item and packaging if requested.

We will review your request and provide return instructions if your return is approved.

Do not send or bring items to our warehouse without prior approval. Unauthorised returns may be rejected.