Returns & Refund Policy

If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery. Send your order number and a photo of the issue by WhatsApp ( +60 12-287 5161) or email (innopharma23@gmail.com).

Once we confirm the problem, we arrange and pay for the return shipping and give you a full refund of the affected item(s), or a replacement if you prefer. Refunds go back to your original payment method and usually appear within 5–10 business days, depending on your bank or card issuer.

For your pet’s safety, veterinary products, supplements and treats that arrive in good condition can’t be returned or exchanged, including change-of-mind requests. Opened items can only be returned if they are faulty.

We don’t swap sizes or flavours. If we sent the wrong item, it’s covered as an incorrect order under the policy above.

Need to cancel? Contact us before your order ships and we’ll cancel it with a full refund.

See our Shipping Policy or contact us — we’re happy to help.