Scope: this policy governs return, refund and exchange requests on goods supplied by HENG PET SUPPLIES SDN. BHD. 202601035146 (1697241-D); it states the qualifying conditions, the evidence required, and the window inside which a request must be lodged.
Determining Eligibility
Goods sold are neither exchangeable nor refundable, save where one of the conditions below is met:
Incorrect despatch: the merchant sent an item other than the one ordered.
Divergence from the listing: the item delivered departs from the specifications, description, features or information advertised on the website.
Condition on arrival: the item was spoiled, damaged or defective when delivered.
Transit overrun: delivery ran past the timeline recorded in the Company’s Shipping Policy.
Supplying Evidence
The Customer submits, with the request:
Unboxing footage: one clear and continuous video showing the parcel unopened, the shipping label, the packaging and the item received.
First-use footage: one clear video of the item’s first use, where the product admits of it.
Supporting material: photographs, order details or any further documents the Company calls for.
Lodging the Request
Submission: the Customer writes to the support team at hengpetsupplies@outlook.com within 24 hours of taking receipt of the item.
Assessment: the request is weighed against the conditions and the evidence set out above.
Rejection: a request lodged after the 24-hour reporting period, or lodged without the required evidence, is refused.
Where any part of this policy reads as unclear, the Customer is invited to ask:
📧 Email: hengpetsupplies@outlook.com
🏢 Address: 16D, JALAN PERDANA 10/12, PANDAN PERDANA, 55300 KUALA LUMPUR, WILAYAH PERSEKUTUAN KUALA LUMPUR
🌐 Website: https://hengpetsupplies.com/contact-us/