At Notti, we strive to ensure your satisfaction with our pet products. However, to maintain the quality, safety and integrity of our products, we have established the following return and exchange policy.

This Refund Policy applies to purchases made through Notti's official website and all other official sales channels or platforms where Notti products are sold, including but not limited to Shopee and Lazada.

For purchases made through a third-party sales platform, any return, refund, exchange, dispute or related request must also comply with the applicable platform's policies, procedures and timelines. Where the platform has specific return or refund requirements, the platform's applicable policy and process will take precedence for transactions made through that platform.

By purchasing from us, you acknowledge and agree to the conditions outlined below.

Nothing in this policy is intended to exclude or limit any rights or remedies available to consumers under applicable Malaysian law.

Timeframe for Returns or Exchanges

All return or exchange requests under Notti's standard return policy must be initiated within fifteen (15) days of receiving your parcel.

Requests made after this period may not be accepted unless the issue concerns a defect, safety concern or other matter for which the customer may have rights under applicable consumer law.

Items must not be returned without prior authorization from Notti. Any unauthorized return may be refused or returned to the sender at the sender's expense.

Customers are encouraged to report damaged, incorrect, potentially defective or abnormal products as soon as reasonably possible after discovering the issue so that Notti can properly investigate the matter.

We accept returns or exchanges only for eligible reasons stated in this policy and may require reasonable supporting evidence to assess the claim.

Refund Eligibility

For consumable products, including pet food, treats and supplements, once the product has been opened, unsealed or used, it is strictly non-refundable and non-exchangeable unless the claim falls under one of the exceptions specifically stated in this policy.

Exceptions may include:

• Manufacturing defects.
• Defective, spoiled, rancid, contaminated or unsafe products.
• Incorrect products supplied by Notti.
• Severe or concerning allergy-related or health-reaction cases that satisfy the requirements stated in this policy.
• Any other circumstance where a refund, replacement or other remedy is required under applicable Malaysian law.

Opening a product for the purpose of trying, tasting, feeding or testing whether a pet likes or tolerates the product does not by itself entitle the customer to a refund or exchange.

Approval of an eligible return, refund or exchange will depend on the circumstances of the case, evidence provided, condition of the product and applicable consumer law.

Opened Products

For food safety, hygiene and quality-control reasons, Notti does not accept returns, refunds or exchanges for products that have been opened, unsealed, partially consumed or used unless the claim falls within an eligible exception under this policy.

A product is considered opened once its original factory seal, zip seal, tear strip, cap seal, protective film or other original product closure has been broken or removed.

This policy applies even if only a small amount of the product has been used.

For example, opening a bag and feeding only one meal does not make the remaining product eligible for a refund simply because the pet refuses to eat it, dislikes the flavour, experiences a change in preference or the customer changes their mind.

Opened products may only be considered where the customer is reporting:

• A manufacturing defect.
• A defective, spoiled, rancid, contaminated or potentially unsafe product.
• A qualifying severe or concerning allergy-related or health-reaction claim supported by the information required under this policy.
• Another qualifying issue for which a remedy is required under applicable Malaysian law.

All opened-product claims remain subject to investigation and supporting evidence requirements.

Manufacturing Defects

Items with verified manufacturing issues, production defects, packaging defects, seal failures or other abnormalities originating from the manufacturing process may qualify for a return, replacement or refund, including where the product has already been opened before the defect could reasonably be discovered.

Customers must provide clear photographs and/or videos of the affected product where applicable, together with the batch number, expiry or best-before date, order number and details of the issue.

Notti may request that the affected product, remaining contents and original packaging be retained and returned for inspection.

Customers should not dispose of the affected product or original packaging until Notti has completed its assessment, unless disposal is reasonably necessary for health or safety reasons.

Defective Goods

This applies to products received in a condition that materially affects their safety, quality or intended use, including but not limited to spoilage, rancidity, contamination, damaged packaging, broken containers or other material defects.

An opened product may still be considered under this section where the alleged defect could only reasonably be discovered after opening the packaging.

Where the defect is visible, clear photographic or video evidence must be provided. Where the issue cannot reasonably be demonstrated through photographs, such as an abnormal smell or suspected spoilage, Notti may request the affected product to be returned for inspection.

Minor cosmetic damage, crumbs, minor breakage or normal variations that do not materially affect the safety, quality or intended use of the product will not automatically be considered a defect.

If only part of an order or certain units are affected, any refund, replacement or exchange will generally apply only to the affected unit(s), unless there is reasonable evidence that additional products from the same order are affected.

Allergy-Related Causes

If a pet experiences a severe or concerning suspected allergic reaction after consuming a Notti product, the customer should discontinue feeding the product and seek veterinary advice where appropriate.

An opened product may only be considered for an allergy-related refund under the requirements stated in this section.

For allergy-related refund requests where there is no identified product defect, Notti may require certified veterinary documentation from a licensed veterinarian.

The veterinary documentation should include:

• Pet's symptoms.
• Relevant clinical findings or diagnosis.
• Timing of the reaction; or
• Any professional assessment regarding the suspected cause.

Notti may also request information regarding the pet's previous diet, known allergies, amount fed, food transition method, other treats or supplements consumed and any other recent dietary or environmental changes.

A suspected allergic reaction does not by itself establish that a product is defective, as individual pets may respond differently to particular ingredients.

Mild digestive changes, food refusal, picky eating or customer suspicion of an allergy without the required supporting information will not qualify under this exception.

Evidence and Product Retention

For product quality, defect, allergy or safety-related claims, customers may be required to provide:

• Order number or proof of purchase.
• Photographs and/or videos showing the issue where applicable.
• Photographs of the original packaging.
• Batch or lot number.
• Expiry or best-before date.
• Quantity affected.
• Details of when the product was opened and when the issue was first noticed.
• Relevant veterinary documentation where applicable.
• Any other information reasonably required to investigate the claim.

Customers must retain the affected product, remaining contents and original packaging until Notti confirms that they are no longer required for investigation.

Failure to provide or retain reasonable supporting evidence may affect Notti's ability to verify and approve a claim.

An unboxing video may assist with an investigation but is not mandatory unless required under the applicable marketplace or platform rules.

Return and Exchange Process

To initiate a return or exchange, please follow these steps:

For purchases made directly through Notti's official website or direct sales channels, contact our customer service team at contact@nottipetfood.com within fifteen (15) days of receiving your order, or as soon as reasonably possible after discovering a qualifying defect or safety issue.

For purchases made through Shopee, Lazada or any other third-party sales platform, customers must submit the return or refund request through the relevant platform where required and follow the platform's applicable return, refund and dispute procedures.

Provide your order number, purchase platform, description of the issue and all relevant supporting documents, including photographs, videos, batch number, expiry date and veterinary documentation where applicable.

Our team will review your case and may request additional information or evidence before determining whether the item needs to be returned.

If a physical return is required, customers must follow the return instructions provided by Notti or the applicable sales platform.

Unauthorized returns will not be accepted.

Upon receiving the authorized returned item, Notti will inspect the product and supporting information where applicable.

Receiving a returned product does not automatically mean that the refund or exchange has been approved.

For platform purchases, final processing of the return, refund or exchange may also be subject to the relevant platform's procedures, system and determination.

 

Invalid Reasons for Refund/Return

Notti will assess refund and return requests based on the circumstances, supporting evidence, this policy, applicable platform policies and applicable consumer law.

Unless otherwise required under applicable law or the applicable platform's mandatory rules, the following reasons alone are not eligible for a return, refund or exchange:

1. Pet Dislikes the Product

Returns and refunds are not accepted because a pet refuses to eat the product, dislikes its taste, flavour, smell, texture, kibble size or shape, becomes bored with the product or prefers another food.

Once a product has been opened for feeding or testing, it cannot be returned or refunded for palatability or preference reasons, regardless of how much product remains.

For example, a product will not qualify for a refund simply because the pet refuses to continue eating it after one or several meals.

To help customers determine suitability before purchasing larger quantities, selected products may be available in smaller Trial Kits.

Customers are also encouraged to introduce new food gradually to allow pets time to adjust to new flavours and textures.

2. Minor Digestive Issues Without Medical Documentation

Temporary digestive changes such as slightly softer stools, increased stool frequency or mild stomach upset may occur when introducing a new food, particularly when the transition is made too quickly.

These symptoms alone do not establish that the product is defective and will not automatically qualify for a refund.

An opened product cannot be returned or refunded solely because the pet experiences mild digestive changes after consuming it.

Notti may request information regarding the previous food, amount fed, transition period, pet's age and weight, known allergies, other foods or treats introduced and any other relevant circumstances.

If symptoms are severe, persistent or concerning, customers should discontinue feeding the product and consult a veterinarian.

This section does not apply where there is evidence that the product itself is defective, contaminated, spoiled or unsafe.

3. Incorrect Product Ordered for Pet Type (Cat vs. Dog)

If an item intended for dogs was mistakenly ordered for a cat, or vice versa, this is considered a customer ordering error.

Notti may consider an exchange only if the product remains unopened, unused, factory sealed and in its original saleable condition and the request is submitted within fifteen (15) days of receiving the parcel.

The customer will be responsible for the return and redelivery costs unless otherwise provided by the applicable sales platform's policy.

Once the product has been opened, unsealed or used, it cannot be returned or exchanged for this reason.

4. Change of Mind or No Longer Needed

Returns due solely to a change of mind, no longer needing the product, purchasing too much, purchasing a similar product elsewhere or changing the pet's feeding plan will not be accepted.

Opened products are strictly non-refundable and non-exchangeable for these reasons.

For unopened products, Notti is also not obligated to accept a change-of-mind return unless otherwise specifically agreed by Notti or required by the applicable sales platform or applicable law.

Customers should confirm the product, size, quantity and suitability before completing their order.

5. Product Not Effective for Specific Health Concerns

Individual results may vary between pets.

Refunds will not be granted solely because a customer does not observe an expected improvement in matters such as coat appearance, tear stains, stool condition, weight management, skin condition, joint mobility, appetite or other wellness-related outcomes.

Once a product has been opened and used, the customer cannot request a refund solely on the basis that the expected or desired result was not achieved.

No pet food, treat or supplement can guarantee an identical result for every animal.

This restriction does not apply where the product fails to match an express product description, representation or guarantee required under applicable law.

Customers with specific medical or nutritional concerns regarding their pet should consult a veterinarian.

6. Damage Due to Mishandling or Improper Storage

Any issue caused by mishandling, improper storage or improper use after delivery is not eligible for a refund, return or exchange.

This includes, but is not limited to:

• Leaving the product unsealed or improperly resealed.
• Storing the product in an unsuitable, dirty or contaminated container.
• Exposure to moisture, heat, direct sunlight or excessive humidity.
• Exposure to insects, pests or other contaminants after opening.
• Improper handling or storage after transferring the product from its original packaging.
• Damage caused by cutting, tearing or opening the packaging incorrectly.
• Changes in smell, texture, colour or appearance resulting from improper storage or handling do not constitute a manufacturing defect.

Customers are encouraged to store products according to the storage instructions provided and to retain the original packaging even if the contents are transferred into an airtight container.

The original packaging contains important batch, expiry and traceability information that may be required for investigation.

7. Product Allergy Claims Without Veterinarian Documentation

If a customer requests a refund on the basis that their pet is suspected to be allergic to a Notti product, Notti may require certified documentation from a licensed veterinarian.

The documentation should include details of the reaction, relevant clinical findings or diagnosis, timing of symptoms and any professional assessment regarding the suspected cause.

Customer assumptions, online research or symptoms alone may not be sufficient to establish that the product caused an allergic reaction.

Notti may also request information regarding the pet's previous diet, protein sources, known allergies, amount fed, transition method, treats, supplements, medications and any other recent dietary or environmental changes.

Where the documentation or information required under this policy is not provided, the product will not qualify for an allergy-related refund solely based on the customer's assumption.

This section does not prevent Notti from investigating a separate claim that the product itself is defective, contaminated, spoiled or unsafe.

Multiple Units and Bulk Purchases

Where a customer purchases multiple bags, boxes, bottles or units of the same product and reports an issue affecting only one or some units, Notti will assess the affected units individually.

A defect affecting one product does not automatically establish that all products in the same order, carton or batch are defective.

Refunds, replacements or exchanges for additional units will only be considered where there is reasonable evidence that those units are also affected or where otherwise required under applicable law or applicable platform rules.

Promotional Items, Bundles and Free Gifts

Where a refund is approved for an order containing promotional products, bundle discounts or free gifts, the refund amount will generally be calculated based on the actual amount paid for the affected product after applicable discounts.

Where an entire order is refunded, Notti may require unused promotional items or free gifts associated with that purchase to be returned where reasonable.

If such items are not returned, Notti may adjust the refund to reflect the promotional arrangement where permitted under applicable law and the terms of the relevant sales platform.

For all purchases, the relevant platform's refund calculation and promotional rules will apply where applicable.

Purchases Through Shopee, Lazada and Other Sales Platforms

This Refund Policy extends to purchases of Notti products made through all official Notti sales channels and platforms, including Notti's website, Shopee, Lazada and any other platform through which Notti officially sells its products.

For purchases made directly through Notti's website or direct sales channels, Notti's return and refund procedures stated in this policy will apply.

For purchases made through Shopee, Lazada or another third-party sales platform, customers must follow the return, refund, exchange, dispute and shipping policies and procedures of the platform through which the purchase was made.

Where the relevant platform has its own return or refund eligibility requirements, submission deadlines, evidence requirements, shipping arrangements or dispute procedures, the applicable platform policy and process will take precedence in relation to that transaction.

Customers must submit requests through the relevant platform's return or refund system where required.

Notti may still request reasonable information or evidence to investigate product quality, manufacturing, safety or allergy-related concerns, provided that such requirements do not conflict with the applicable platform's mandatory procedures.

Customers should not bypass the relevant platform's return or refund process by independently returning products to Notti unless specifically instructed to do so.

Refund Abuse and Misrepresentation

Notti reserves the right to investigate claims where there are reasonable grounds to suspect that information, photographs, videos, documents or other evidence submitted in support of a refund or return request are false, altered, misleading, incomplete or unrelated to the relevant order.

Submitting false information, using evidence relating to another product or order, deliberately damaging a product, or attempting to obtain a refund for an unaffected product may result in the claim being rejected, subject to applicable law and applicable platform policies.

Notti may also restrict discretionary return or exchange privileges where there is reasonable evidence of repeated abuse of the refund or return process.

This section does not affect legitimate claims or statutory consumer rights.

Refunds

Refunds will only be issued after the claim has been reviewed and approved under the applicable return or refund process.

For purchases made directly through Notti's website or direct sales channels, approved refunds will be issued to the original payment method where practicable.

For purchases made through Shopee, Lazada or another third-party sales platform, refunds will be processed through the platform and in accordance with the platform's applicable refund method, procedures and processing timeframe.

The refund amount will generally be based on the amount actually paid for the affected product after applicable discounts, vouchers or promotional reductions, subject to the applicable sales platform's rules.

Where only certain products or quantities are affected, the refund will generally apply only to those affected products or quantities.

Shipping fees, promotional discounts, vouchers and other order-level adjustments will be handled according to the circumstances of the refund and the rules of the applicable payment provider or sales platform.

For refunds processed directly by Notti, please allow up to fifteen (15) business days after refund approval for processing.

For refunds processed through Shopee, Lazada or another third-party platform, processing times will be determined by the relevant platform and/or payment provider.

Statutory Consumer Rights

Nothing in this Refund Policy is intended to exclude, restrict or modify any right, guarantee or remedy that cannot lawfully be excluded under applicable Malaysian consumer law.

Where there is any inconsistency between this policy, a mandatory platform requirement and applicable law, the applicable mandatory requirement will prevail.