Refund policy
Last updated: 30 September 2026
We want you and your pet to be happy with every purchase from Lucky Pets Care. If something isn't right, please contact us and we'll sort it out.
Returns
You may return eligible items within 7 days of receiving them (or collecting them in store). To be eligible, items must be unused, unopened and in their original packaging with all tags attached, and you'll need your order number or receipt.
Items we can't accept for return
- Pet food, treats and other consumables (for hygiene and food-safety reasons)
- Opened or used grooming, shampoo, skincare and hygiene products
- Used toys, litter and litter accessories
- Sale or promotional items, free gifts, and gift cards / vouchers
Damaged, defective or wrong items
Please check your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 48 hours with your order number and a photo. We'll replace it or refund you in full, including any delivery charge — these cases are not affected by the exclusions above.
How to start a return
WhatsApp us at 6222 1841 or email info@luckypetscare.sg with your order number and the item(s) you'd like to return. Once approved, please bring the item to our store at 23 Serangoon Garden Way, Singapore 555935 (Mon–Sun, 9:00 am–7:00 pm). Items sent back without contacting us first may not be accepted.
Refunds
After we receive and check your return, we'll let you know whether it's approved. Approved refunds are made to your original payment method within 10 working days; your bank or card issuer may take a few extra days to post it. Original delivery charges are refunded only for damaged, defective or wrong items.
Exchanges
For a different size or colour, return the original item as above and place a new order, or ask our team in store to help you swap it.
Services
Grooming and daycare services are not covered by this policy. If you're unhappy with a service, please tell us within 48 hours so we can make it right.
