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FREE Delivery (WM) for orders over RM80
At Notti, we strive to ensure your satisfaction with our pet products. However, to maintain the quality and integrity of our products, we have established the following return and exchange policy, effective immediately.
By purchasing from us, you acknowledge and agree to the conditions outlined below:
All returns or exchanges must be initiated within fifteen (15) days of receiving your parcel. After this period, all sales are final, and we will not process any return or exchange requests.Any items returned without prior authorization within this time-frame will be refused and returned to the sender at their expense.
We accept returns or exchanges only for the following reasons, each requiring specific evidence:
Only items with verified manufacturing issues or production damage qualify. Photographic proof and an affidavit stating the issue are mandatory.
Applies only to products received in unusable condition, such as broken treats or rancid food. The defect must be clearly visible in photos submitted within the 15-day time-frame.
If a pet experiences a severe allergic reaction, we accept returns solely with certified veterinary documentation.Veterinary documentation must include the reaction’s specifics, a diagnosis, and proof linking the reaction to our product.
We cover return shipping costs only if the item meets one of the defective criteria as assessed by our team.
Customers are responsible for all costs associated with returning and reshipping items ordered in error.
Customer may use any preferred method for return and reshipping to our designated drop-off and pick-up location; however, an appointment must be scheduled in advance.
Please note that Notti is not liable for any shipping delays or additional fees incurred during this process.
To initiate a return or exchange, please follow these steps:
Contact our customer service team at contact@nottipetfood.com within 15 days of receiving your order.
Provide your order number, issue description, and all supporting documents (e.g., defect photos/videos, vet note).
Our team will review your case and, if approved, issue a return authorization number. Unauthorized returns will not be accepted.
Upon receiving the authorized returned item, we will inspect it. Only items that pass inspection will be eligible for refund or exchange.
Notti reserves the right to assess and approve or deny all refund/return requests. The following reasons are ineligible for returns or refunds:
Returns are not accepted solely because a pet refuses to eat or has a preference against the product.
To address this, we offer Trial Kits, allowing our customers to introduce our products gradually. This approach helps pets adjust to new flavors and textures over time, promoting a smoother transition.
Mild symptoms such as loose stools or minor stomach upset that are common when introducing new foods will not qualify for a refund.Only documented and verified severe allergic reactions, substantiated by a licensed veterinarian, will be considered.
If an item intended for dogs was mistakenly ordered for a cat (or viceversa), this is considered a customer error and is not eligible for return.Ensure you select the correct product based on your pet’s needs, as we cannot accept returns due to purchasing errors.
Returns due to a change of mind or simply no longer needing the product will not be accepted under any circumstances.This includes cases where a similar product has already been purchased or if there has been a change in feeding plans.
If the product was intended for specific health concerns, such as weight control or coat health, and you find it doesn’t meet expectations, refunds or exchanges will not be granted unless the item was used following a veterinarian’s guidance. Pet food effectiveness may vary, and we encourage consulting a vet if you have specific health goals for your pet.
Any issues resulting from mishandling or improper storage by the customer, such as leaving the product unsealed or exposing it to moisture, are not grounds for return or refund.This includes changes in texture, smell, or appearance due to improper handling/opening after receipt.
If you suspect an allergy, claims will only be considered if you provide certified veterinarian documentation that includes a detailed description of the reaction, the diagnosis, and proof linking the reaction directly to our product.We do not accept claims based solely on customer assumption of an allergic response.
Refunds will be issued to your original payment method only after inspection and approval of the return. Please allow up to fifteen (15) business days for processing.
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