Refund policy

At ZIWI Peak Singapore, we want every pet parent to shop with confidence. If something is not right with your order, please contact us and we will do our best to assist you fairly.

1. Return Eligibility

We accept return requests within 7 days from the date of delivery, subject to approval. To be eligible, the item must be:

  • Unused, unopened, and in its original packaging
  • In the same condition as received
  • Complete with all seals, free gifts, and original packaging
  • Accompanied by a valid order number or proof of purchase from ziwipetssg.com

For hygiene, safety, and food-quality reasons, returned items that are opened, used, damaged, incomplete, or not in resalable condition may be rejected.

2. Non-Returnable & Non-Refundable Items

Because we sell food for animals, the following are not eligible for return or refund unless the item received is defective, damaged, expired, or incorrect:

  • Opened pet food, treats, or consumables
  • Items stored outside the conditions printed on the packaging
  • Clearance, final sale, bundle, promotional, or marked-down items
  • Gift cards, vouchers, and free gifts
  • Items damaged by misuse or improper handling

3. Damaged, Defective, Expired, or Wrong Items

Please check your order as soon as it arrives. If you receive an item that is damaged, defective, expired, or incorrect, contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos or videos of the item
  • Photos of the outer packaging, shipping label, and affected product
  • A short description of the issue

Once verified, we may offer a replacement, exchange, store credit, or refund depending on the situation.

4. Exchanges

Exchanges are subject to product availability and approval. If the replacement item is unavailable, we may offer store credit or a refund after the returned item has been received and inspected.

5. Change-of-Mind Returns

Change-of-mind returns may be accepted case by case, provided the item meets all eligibility conditions above. For approved change-of-mind returns:

  • Return shipping costs are borne by the customer
  • Original delivery fees are non-refundable
  • Payment processing fees, where applicable, may not be refundable

Because our canned wet food is sold in minimum quantities of two, returns of these items are assessed per the full minimum quantity rather than a single can.

6. Return Shipping

Customers are responsible for arranging and paying for return shipping unless the return is due to our error — a wrong, defective, or damaged item. We recommend a trackable delivery method; ZIWI Peak Singapore is not responsible for returned parcels lost or damaged in transit.

7. Refunds

Once your returned item has been received and inspected, we will notify you of the refund status. If approved, refunds are processed to the original payment method where possible. Please allow 7–14 business days for the refund to appear, depending on your bank or payment provider.

Shipping fees, handling fees, vouchers, discount codes, and promotional benefits may not be refundable unless the refund is due to an error on our part.

8. Orders Paid with Vouchers, Discounts, or Promotions

  • Refunds are based on the final amount paid after discounts
  • Used vouchers or discount codes may not be reinstated
  • Free gifts must be returned with the item, unused and in original condition
  • If free gifts are not returned, their retail value may be deducted from the refund

9. Order Cancellations

Orders can only be cancelled before they are packed or dispatched. Once an order has been processed, packed, or handed to the courier, cancellation may no longer be possible. You may submit a return request after receiving the order instead.

10. Failed Delivery, Incorrect Address, or Unclaimed Parcels

Please ensure your delivery details are accurate before ordering. If a parcel is returned to us due to an incorrect address, failed delivery, or an unclaimed parcel, redelivery fees may apply, original shipping fees are non-refundable, and any approved refund will exclude shipping and handling charges.

11. How to Request a Return or Refund

Contact us at ziwi@sygroup.com.sg with your order number, the reason for return, and clear supporting photos or videos where applicable.

Please do not send any item back without contacting us first. Returns sent without prior approval may not be accepted.

12. Final Decision

ZIWI Peak Singapore reserves the right to assess each return, exchange, and refund request on a case-by-case basis. This policy does not affect your rights under applicable Singapore consumer protection laws for goods that are defective, misrepresented, or do not conform to contract.