Policy
Last updated 21 October 2026
If something's wrong, we'll make it right.
Email [email protected] with your order number and we'll sort it out.
If your order arrives damaged, has the wrong item, or is missing something, tell us within 7 days of delivery.
Email us your order number, a photo of the item and its packaging, and a short description of the problem. We'll send a replacement or refund you in full, including shipping. You don't need to send the item back.
You can return unopened, sealed products within 14 days of delivery.
Email us first with your order number and the items you want to return, and please don't send anything back before you hear from us. You post the items to the address we give you and pay the return postage. Once we receive and check them, we refund the product price to your original payment method. The original delivery fee isn't refunded for change-of-mind returns.
For food safety and hygiene, we can't accept returns of opened or partly used treats or supplements, products with a broken seal or not in their original packaging, or free gifts and samples.
If your pet shows signs of an adverse reaction, stop feeding the product and contact your vet. Then email us your order number and the batch number printed on the pack. We look at every case individually and will make it right where we can.
We ship within 24 hours, so email us as soon as you can. If your order hasn't shipped yet, we'll cancel it and refund you in full. If it has already shipped, it's treated as a change-of-mind return.
Approved refunds are processed within 5 business days. Your bank or card provider may take another 5 to 10 business days to show it.
Orders from our Shopee store (shopee.sg/pawbeans) follow Shopee's own Return/Refund process. Please raise the request in the Shopee app.
Nothing in this policy affects your rights under Singapore's Consumer Protection (Fair Trading) Act, including the rights for defective goods under the Lemon Law.
PAW BEANS PTE. LTD. · UEN 202626248M · Singapore