Kooi Lim Pet Kingdom Sdn Bhd offers a 7-day* refund/exchange policy (less shipping cost) provided the product is returned unused, in the original undamaged box including all original packing (including instruction manuals and all accessories), original plastic wrapping or seal sticker securing the product closed intact and shipping container.

*Effective from the date of receipt

Kooi Lim Pet Kingdom Sdn Bhd will not accept the return of items from the following categories under any circumstances:

• Apparel
• Bed/Sofa
• Hammock
• Cat Tree/Furniture
• Carrier Bag/Stroller

These products can still be returned if they are faulty.

Kooi Lim Pet Kingdom Sdn Bhd may elect to return the product to the manufacturer/supplier to determine the nature of the problem.  Kooi Lim Pet Kingdom Sdn Bhd reserves the right not to offer refund/exchange/repair where the item fault is a result of misuse or neglect.

When returning a product, you will be asked for proof of purchase and information that is relevant to your return, or to satisfy legislative requirements. If you do not provide the proof of purchase and information, then we may not be able to process your return.

We will not offer the facility to return goods for a refund where you have simply changed your mind about products purchased from Kooi Lim Pet Kingdom Sdn Bhd.  If your order was faulty on delivery or shipped in our error, please e mail to [email protected] and we will assist you.

Procedure for Returns and Exchanges:

1. Please contact Kooi Lim Pet Kingdom Sdn Bhd and let us know about the issues concerning the order by e mail to [email protected]

Upon receiving a return or exchange confirmation from Kooi Lim Pet Kingdom Sdn Bhd,
please post back the item to the address below:

Kooi Lim Pet Kingdom Sdn Bhd,
5, Jalan Mega Mendung,
Bandar Park, Off Jalan Klang Lama,
58200 Kuala Lumpur.

1. Once we receive your item/s, we will send you an acknowledgement.  Providing the items arrive in its unused, original condition, including intact packaging as received from us.  Refund or exchange will be processed.
    
2. Refund or exchange will be processed within 5 working days.
    
3. Refunds will be processed using original tender type.  Credit Card refunds will be processed against the original card details (the exact card used to make the original purchase).  Boost and Touch n Go E-Wallet refunds will be refunded back to the original Boost or Touch n Go E-Wallet account.  Bank deposit payments will be paid back to bank account as soon as account details are supplied to us. 
4. This refund process by the payment gateway will take 7 to 14 days.