Refund policy

Returns and Refunds

This store is operated by Surplus Media Pte. Ltd. (UEN 202448810R), a Singapore-registered company, trading as Kopipets.

Return window

30 days from the day your order is delivered.

We pay the return shipping

On every accepted return, including change of mind. We book and pay for the courier to collect from your address. You do not pay anything, and you do not need to go to a post office.

How to start a return

Email info@kopipets.com.sg or WhatsApp +65 8926 6070 with your order number, and a photo if something is wrong. We reply within 1 business day and arrange collection. Please contact us before sending anything back — parcels that arrive without an arranged collection cannot be matched to an order.

Returns are received at our office: Apex @ Henderson, 201 Henderson Road, #08-02, Singapore 159545. For bulky items we may arrange a different collection point, and we will tell you when we book the courier.

Condition

Unused and in its original packaging, with the order number.

Food and treats

Unopened bags and cans can be returned within 30 days like anything else. Opened food cannot be returned for hygiene reasons — but if there is a problem with it, including your pet refusing to eat it, contact us and we will refund it without asking you to send it back.

Damaged, defective or wrong item

Tell us within 7 days of delivery and send a photo. We replace it or refund it, whichever you prefer, and we collect the item at our cost.

What we cannot refund

Gift cards. Opened food and treats, except as described above. Items damaged by use.

Refund timing

We inspect the returned item within 2 business days of receiving it and issue the refund the same day it is approved. Refunds go back to the original payment method. If you paid by card, your bank usually takes a further 5 to 10 business days to post it. If you paid by PayNow, we transfer the refund back to the mobile number or account you paid from, usually on the same day it is approved.

Exchanges

The fastest way is to return the item for a refund and place a new order.

If we get it wrong

If a return was not handled the way this page describes, email info@kopipets.com.sg with your order number and it will be looked at directly.