【RETURN & REFUND PROCESS】
Please fill in the Return Request Form so that our customer service can review and process the return.
【RETURN REQUEST TERMS & CONDITIONS】
1. Please note: Once the product has been opened, it cannot be returned (The outer plastic film has been torn open or the plastic bag has been opened).
Before you make any purchase, please consult your veterinarian with our ingredients first to avoid any health-sensitive problems.
2. If you have received your product for more than 7 days, we will not accept returns.
3. Please fill in the relevant details in the Return Request Form. Upon receipt of your return request, we will confirm the return with you immediately.
4. All return products cannot be opened and opened returns will not be accepted. Please return them in the original packaging.
If you return the products, you must include all the products (including gifts) of this order.
If you do not properly package and return all the contents of the order package, you need to pay the postage replenishment at your own expense.
5. When your return request is approved, you will have to pay for the logistics and deliver it to us.
MAOUP SDN. BHD. (RETURN)
03-5892-2697
N-3-05 Wisma Biz Gamuda, No. 12, Jalan Anggerik Vanilla 31/99,
Kota Kemuning, Seksyen 31, 40460 Shah Alam, Selangor.
6. Any used coupon/voucher/promotional code will no longer be valid after the checkout is completed, and the coupon/voucher/promotional
code cannot be retrieved after the return request is submitted. We apologize for all the inconvenience caused.
7. When you submit the Return Request Form, you agree to our return policy and accept the processing of the invoice and related follow-up.
8. Following the excellent hygiene practice, all pet apparel and accessories, including but not limited to pet harness, wearings, toys, sanitary pants, intimates & other undergarments, are not applicable for refund/return/exchange.
9. MAOUP Malaysia reserves the right to the final decision.
10. MAOUP Malaysia reserves the right to amend this policy at any time without prior notice.
【REFUND REQUEST TERMS & CONDITIONS】
1. If you paid by using the Online Bank Transfer payment method,
please provide your bank account details like bank name, bank account number, and bank account holder name for us to complete the refund process.
2. After confirming that our refund criteria are met and the information is confirmed, we will refund the funds to your account within 10 days.
3. If you paid by credit card, the returned product will be collected and our staff will confirm that the product quantity and packaging are complete. Only then the online refund process will be carried out. The actual crediting date of the refund will vary depending on the credit card bank's crediting date. Please check with the card-issuing bank to confirm the actual credit date.
【SITUATIONS WHERE WE DO NOT ACCEPT RETURNS】
1. If you have received the products for more than 7 days, it cannot be returned.
2. If any item in the order to be returned is opened, missing any tags or stickers.
(for example, the plastic film has been torn open or the plastic bag has been opened, the towel or the bag has been washed), the return cannot be processed.
3. If the returned products (including gifts) are different from the order or the return is not properly packaged, it will affect your return process and success rate.
【SITUATIONS WHERE WE DO NOT ACCEPT REFUNDS】
1. If the bank account details are filled in incorrectly, you will not be able to get a refund.
2. If there is a clear problem with the refund information and we are unable to contact you within 10 working days
after your Return Request Form submission, we will cancel your request application.