Refund and Returns Policy

Company Name: WHISKOVIA SDN. BHD.
Registration No.: 202501002503 (1603916-T)
Email: whiskovia@outlook.com

At WHISKOVIA SDN. BHD., we are committed to supplying quality pet food, treats and related pet products. Due to the health, hygiene and safety considerations associated with consumable pet products, certain items are subject to specific return restrictions.

This Return, Refund and Exchange Policy explains the applicable conditions and procedures. By purchasing from our website, you acknowledge and agree to this Policy.

1. Return Period

Customers may submit a return request within 30 days from the date the order is received, provided that the product meets all applicable conditions stated in this Policy.

To qualify for a return, the product must:

  • Be unused, unopened and in its original condition.
  • Have its original seal fully intact.
  • Remain in its original packaging with all labels clearly visible.
  • Have been stored according to the product’s storage instructions.
  • Be free from damage caused after delivery.
  • Be accompanied by valid proof of purchase.
  • Remain suitable and safe for resale.

For health and hygiene reasons, opened pet food and treats generally cannot be returned due to a change of mind.

2. Eligible Reasons for Return, Refund or Exchange

A product may qualify for a return, refund or exchange if:

  • The wrong product was delivered.
  • The quantity received differs from the quantity ordered.
  • The product is damaged, leaking or unsealed upon delivery.
  • The product has expired before delivery.
  • The remaining shelf life is unreasonably short and was not disclosed before purchase.
  • The product shows visible signs of contamination or spoilage upon opening.
  • Essential items included in the order are missing.
  • The product materially differs from its description on our website.
  • The delivery exceeds the timeline stated in our Shipping Policy, subject to circumstances reasonably within our control.

Approval remains subject to our inspection and verification of the supporting evidence.

3. Non-Returnable and Non-Refundable Products

Returns, refunds or exchanges will generally not be accepted for:

  • Opened or partially consumed pet food and treats, unless the product is verified as defective, contaminated or spoiled.
  • Products with broken seals caused after delivery.
  • Products damaged due to improper storage or handling.
  • Food exposed to excessive heat, moisture, sunlight, pests or contamination after delivery.
  • Products returned without their original packaging or labels.
  • Products rejected solely because a pet does not like the taste, smell, texture or flavour.
  • Products purchased without checking the ingredients or suitability for the pet.
  • Products that caused a reaction due to a known allergy, sensitivity or pre-existing health condition.
  • Clearance, discounted, promotional or final-sale products, unless defective or incorrectly supplied.
  • Personalised, customised, made-to-order or specially sourced products.
  • Items purchased from third-party platforms or unauthorised sellers.
  • Products expressly marked as non-returnable or non-refundable.

Nothing in this Policy excludes any mandatory rights available under applicable Malaysian consumer protection laws.

4. Change-of-Mind Returns

Change-of-mind returns may be considered within 30 days of delivery, subject to prior approval.

The product must remain completely unopened, unused, undamaged and properly sealed in its original packaging. The product must also have been appropriately stored and remain suitable for resale.

Change-of-mind returns will not be accepted for opened food, treats, supplements or other consumable products due to health, hygiene and contamination concerns.

Original delivery charges, transaction fees, administrative fees and other non-product charges are generally non-refundable for change-of-mind returns.

5. Pet Preference and Palatability

Individual pets may respond differently to the taste, smell, texture or ingredients of a product. A pet’s refusal to consume or preference against a particular food or treat does not mean that the product is defective.

Customers are encouraged to:

  • Purchase an appropriate pack size when trying a new product.
  • Review the ingredient list before purchasing.
  • Introduce new food gradually.
  • Follow the feeding instructions stated on the packaging.
  • Consult a veterinarian if the pet has allergies, sensitivities or special dietary needs.

Returns or refunds will generally not be provided solely because a pet does not like or refuses to consume the product.

6. Allergies and Dietary Suitability

Customers are responsible for checking product ingredients, nutritional information, intended animal type, age suitability and feeding recommendations before placing an order.

WHISKOVIA SDN. BHD. does not provide veterinary advice. Product descriptions are supplied for general information and should not replace advice from a qualified veterinarian.

If your pet develops an unexpected reaction, stop using the product and seek veterinary advice promptly. Please retain the packaging, batch number and expiry information and contact us if you reasonably believe the product may be defective.

A refund is not guaranteed where the reaction results from a known allergy, individual sensitivity, incorrect feeding or use contrary to the product instructions.

7. Damaged, Spoiled, Expired or Incorrect Products

Customers should inspect their orders immediately after delivery and before giving the product to their pets.

If a product is damaged, spoiled, expired, leaking, contaminated, incorrectly supplied or unsealed upon arrival, please email whiskovia@outlook.com as soon as reasonably possible.

Please provide:

  • Your full name and contact details;
  • Your order or invoice number;
  • The product name, flavour, size and quantity;
  • A clear description of the issue;
  • Photographs of the product and packaging;
  • Photographs showing the expiry date and batch number;
  • Photographs of the shipping parcel and delivery label;
  • A clear and continuous unboxing video, where available; and
  • Any other supporting evidence reasonably requested by us.

Please retain the affected product and all original packaging until the matter has been reviewed. Do not dispose of the product unless instructed to do so for safety reasons.

8. Exchange Policy

Approved exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer:

  • A comparable alternative product;
  • Store credit, where applicable; or
  • A refund through the original payment method.

If the replacement product costs more than the original product, the customer must pay the difference. If it costs less, the remaining amount may be refunded or issued as store credit, subject to our approval.

For food safety reasons, exchanged products must be unopened and returned with their seals fully intact unless they were reported as damaged or defective upon delivery.

9. Return Procedure

To request a return, refund or exchange:

  1. Email whiskovia@outlook.com within the applicable return period.
  2. Provide your order details, reason for the request and supporting photographs or videos.
  3. Wait for our review and return instructions.
  4. Securely pack the approved product to prevent leakage or damage during transportation.
  5. Return the product according to the instructions provided by us.
  6. Keep the return tracking number and delivery receipt.

Products returned without prior approval may be refused or experience processing delays.

10. Inspection of Returned Products

All returned products are subject to inspection.

We may check:

  • Whether the original seal remains intact;
  • Whether the product has been opened or consumed;
  • The condition of the packaging;
  • The expiry date and batch number;
  • Whether the product was correctly stored;
  • Whether the reported issue existed at the time of delivery; and
  • Whether the return complies with this Policy.

If the returned product is found to have been opened, improperly stored, damaged after delivery or otherwise made unsuitable for resale, the return may be rejected.

11. Refund Processing

Once a returned product has been received, inspected and approved, the refund will be issued through the original payment method whenever reasonably possible.

Please allow approximately 7–14 business days for an approved refund to be processed. Your bank, card issuer or payment provider may require additional time to credit the amount to your account.

Refunds will generally be limited to the approved value of the returned product. Original delivery charges and other non-product fees may not be refunded unless:

  • The wrong product was supplied;
  • The product was damaged, defective, spoiled or expired upon delivery;
  • The refund is required under applicable law; or
  • We agree otherwise in writing.

12. Expiry Dates and Shelf Life

Customers should check the expiry or best-before date before opening or using a consumable product.

Products that remain within their stated shelf life and have been properly stored are not considered defective solely because the customer prefers a longer expiry period.

Where a product has a shorter remaining shelf life than usual, this may be stated on the product page or offered at a discounted price. By purchasing a clearly disclosed short-dated product, the customer accepts the stated expiry information.

Expired or short-dated products should not be returned without first contacting us.

13. Promotional, Bundle and Complimentary Products

For products purchased using a voucher, discount or promotional code, the refundable amount will be based on the actual amount paid.

For bundle promotions or multi-product offers, all products included in the promotion may need to be returned before a full refund can be issued.

Any complimentary item supplied with an order must also be returned unused, unopened and in its original condition. If it is not returned, its stated or reasonable value may be deducted from the refund.

Promotional vouchers and discount codes are generally not refundable, exchangeable for cash or reissued after use.

14. Order Cancellation Policy

Customers may request to cancel an order within 12 hours after placing it, provided that the order has not been processed, packed, dispatched or handed over to the delivery provider.

To request cancellation, email whiskovia@outlook.com immediately with your order number and cancellation reason.

Cancellation requests are not automatically approved. Orders that have already entered processing or delivery can no longer be cancelled and will be handled under the applicable return conditions after delivery.

Specially ordered, personalised, bulk-order or promotional products may not be cancelled after procurement or preparation has started.

If cancellation is approved, the refund will be issued through the original payment method. Transaction fees, administrative charges or costs already incurred may be deducted where permitted by law.

WHISKOVIA SDN. BHD. reserves the right to cancel an order due to:

  • Product unavailability;
  • Incorrect pricing or product information;
  • Payment failure;
  • Suspected fraudulent activity;
  • Delivery restrictions;
  • Incomplete or inaccurate order information; or
  • Other circumstances that prevent the order from being fulfilled.

If we cancel a paid order, the amount paid for the cancelled product will be refunded.

15. Delivery Damage and Missing Orders

If a parcel appears damaged, crushed, wet or opened at the time of delivery, customers should photograph it before opening and record a continuous unboxing video whenever possible.

For missing parcels or orders marked as delivered but not received, customers should first check with household members, reception staff, neighbours and the delivery provider.

We may assist with a delivery investigation. Approval of a refund or replacement will depend on the outcome of the investigation and the evidence available.

16. Product Images and Information

We take reasonable care to present accurate product descriptions, packaging, ingredients, weights and images. However, packaging designs may be updated by manufacturers without prior notice.

Minor differences in packaging colour, design or layout do not constitute a defect when the product, size, flavour and essential specifications remain the same.

Customers should always read the information printed on the actual product packaging before feeding it to their pets.

17. Product Safety

If you suspect that a product may be contaminated, spoiled or unsafe:

  • Stop using the product immediately.
  • Keep it away from pets and children.
  • Retain the original packaging and remaining contents.
  • Record the batch number and expiry date.
  • Contact us with clear supporting evidence.
  • Seek veterinary assistance if your pet shows unusual symptoms.

Do not continue feeding a product after observing an unusual smell, appearance, texture or condition.

18. Abuse of This Policy

We reserve the right to refuse or restrict returns, refunds, exchanges or future transactions where we reasonably suspect:

  • Fraudulent or misleading claims;
  • Deliberate product damage;
  • Excessive or repeated returns;
  • Replacement of product contents;
  • Improper storage after delivery;
  • Abuse of promotional offers; or
  • Any other misuse of this Policy.

Any decision will be made reasonably and in accordance with applicable Malaysian law.

19. Changes to This Policy

WHISKOVIA SDN. BHD. may update this Policy from time to time. Changes will take effect once the revised Policy is published on our website.

The version applicable when an order is placed will generally continue to apply to that order unless a change is required by law.

20. Governing Law

This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia.

Any dispute arising from or relating to this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any mandatory consumer rights or remedies available under Malaysian law.

21. Contact Us

For return, refund, exchange or cancellation enquiries, please contact:

WHISKOVIA SDN. BHD.
Registration No.: 202501002503 (1603916-T)
Email: whiskovia@outlook.com