LGD PETS Shipping and Returns Policy

Please ensure that you have read and fully understood the terms and conditions laid out prior to purchasing any products from LGD PETS. The terms "LGD PETS", "we", "us" and "our" refer to LGD PETS. By using our website and placing an order, indicates you have accepted these online purchase, delivery and returns terms and conditions below.

Online Purchase Terms & Conditions

Our website service permits you to purchase products made available to you on this Site. These purchases can be made and are permitted strictly pursuant to the terms and conditions set out below and LGD PETS's other applicable website policies that may be found on our policies page. Your purchase order cannot be accepted until payment in full for the products ordered has been received by us at which time a legally binding agreement on the terms set out herein will become effective.

You may purchase products on our website only for personal use and not for resale. By placing your order, you certify that you are purchasing products for personal use only and not for resale and you accept our General Terms and Conditions.

LGD PETS RESERVES THE RIGHT TO REFUSE ORDERS FOR ANY REASON WITHOUT EXPLANATION.

Payment Processing

All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses or does not for any reason, authorize payment to us, whether in advance or subsequent to a payment, or alerts us to a warning that this transaction has been identified as potentially high risk, we will not be liable for any delay or non-delivery.

Price & Payment

The price to be paid by you for any products will be as quoted on our website except in cases of obvious error. All prices are displayed in Malaysian Ringgit (RM) unless otherwise stated.

Shipping & Delivery

Shipping Methods

We ship throughout Malaysia using our trusted shipping partners. Shipping rates and estimated delivery times are calculated at checkout based on your delivery location and the selected shipping method.

Delivery Times

Standard delivery times vary by location:

• West Malaysia: 2-5 business days
• East Malaysia: 5-7 business days

Please note that delivery times are estimates and not guaranteed. Delivery times may be affected by factors beyond our control, including but not limited to weather conditions, carrier delays, public holidays, and remote delivery locations.

Delivery Responsibilities

We do not accept any liability whatsoever for delayed delivery caused by any third parties, including but not limited to:

• Delivery address mistakes - it is the buyer's responsibility to ensure the correct delivery details are present at the time of purchasing the goods
• Carrier delays or issues
• Customs delays for international shipments
• Force majeure events (natural disasters, strikes, etc.)

International Shipping

We currently ship primarily within Malaysia. For international orders, please note:

• We cannot take any responsibility for delayed orders to other countries due to individual custom regulations
• Please check with your country's customs office regarding the import of pet food products
• As the buyer, you are responsible for any import restrictions, prohibited import items, taxes, tariffs, fees and other duties
• You are responsible for complying with international, national or local laws regulating the importation of products that you may purchase
• If an order is refused delivery by customs due to unauthorized ingredients or contents, LGD PETS is not responsible for any losses or costs incurred by you, the customer
• You are solely responsible for any taxes, duties, levies, fees and/or any other expenses related to importing the products you order
• If the shipment is abandoned or discarded by customs, you will not receive a refund or credit of any kind

By ordering internationally, you agree to these terms.

Order Tracking

Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor your shipment's progress. For order tracking, please visit our Track Your Order page.

Returns

You have 30 calendar days to return an item from the date you received it. To place a return, please reach out to us through our contact page with your order number and the products you'd like to exchange or return, and we'll take care of the rest.

Just a reminder, if you are returning a gift, make sure to have the order number or email address of the person who purchased the order. If an item is returned due to defect or through any fault of LGD PETS, we will refund your purchase price in full.

To complete your return, we require a receipt or proof of purchase. For more detailed information, please refer to our Refund Policy.

Conditions of Return

We accept most* products in brand-new condition (unopened and unused) which are returned to us within 30 days of delivery. For pet food products specifically:

• Products must be unopened with all original packaging intact
• All seals must be unbroken
• Products must not be expired
• Products must be in their original condition

You can pay the cost of return postage at your local post office, or we will generate a pre-paid label for you once we're in touch. If you choose the pre-paid return label, the cost of the label will be deducted from the refund you receive for the return.

*Certain items may be excluded from returns. Please refer to our Refund Policy for details.

Damaged Goods

For an item that has arrived damaged, please reach out to us through our contact page within 7 days of receiving the damaged item and we'll be happy to assist you. Please include photos of the damaged item and packaging for faster processing.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.

Important: The original shipping cost will not be refunded unless the return is due to our error or a defective product.

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us through our contact page.

Sale Items

All sale items are final sale and cannot be refunded unless defective or incorrect. This policy applies to all discounted, promotional, or clearance items.

Exchanges

Please notify us within 7 days of receipt of any damages. We will gladly replace damaged or broken items promptly.

If you were gifted anything from LGD PETS, you can return your items for store credit. Please reach out to us through our contact page with the gifter's first and last name, email address, and the products you'd like to return or exchange. The gifter won't be notified of any changes.

Miscellaneous

You will be subject to the policies in force at the time that you order products from us, unless any change to those policies is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies before we send you the invoice.