Terms & Conditions

Please read before purchasing

Dear Valued Customer,

Thank you for choosing Pawfection for all your pets’ essentials. By making payment, you are deemed to have read, understood and accepted the following terms. For the purposes of clarity, Pawfection shall be referred to as “We”/“Our”/”Us” in this policy.

1. Commitment to Quality Excellence

First and foremost, we ensure that the goods we provide are of satisfactory quality as defined in the Sales of Goods Act S14 (2) and comply with the lemon law as encapsulated in the Consumer Protection (Fair Trading) Act.

2. Payment Conditions

Pricing Policies

Successful payment secures the listed price(s) for the order and prevents any further price increases up to the point of delivery, except in exceptional circumstances beyond our control, e.g., price increase determined by the suppliers, increase in fuel prices…etc.

We offer discounts and other forms of promotional pricing from time to time. Hence it is our policy to display prices reflecting discounts or promotional pricing during the period of promotion.

We are committed to the avoidance of over or undercharging. To ensure pricing accuracy, it is our policy to clearly list all prices in Singaporean Dollars inclusive of Goods and Services Tax, delivery and shipping charges, and any additional charges.

Placing an Order

To place an order, follow the instructions on the Checkout page of this website. You are able to correct errors on your order up to the point at which you click on the “Pay Now” button on the “Pay” page.

You must provide the requested information for us to process your order. We reserve the right to request further information from you at any time to enable us to complete your order and/or to comply with regulatory requirements. We will use various procedures to authenticate each transaction. By placing an order, you confirm that the details contained in the order are correct in all respects. The system will display a confirmation page listing out the details of your order. This confirms receipt of your order.

A contract between you and us is only formed when we receive your PayPal/ credit / debit card / bank transfer payment and send you a confirmation email that your order and payment has been accepted. Please print a copy of the confirmation page for your records. We may, at any time, decline to process your order or any part of your order for any reason including where insufficient or incorrect information has been provided, authentication has not been possible or an exchange rate has been quoted in error.

You will be required to pay for your order in only one of two ways, either by making a payment via PayPal or making payment via direct bank transfer. For each PayPal transaction, a service charge will incur. You must make payment within 12 hours of the placement of your order, otherwise we may cancel your order.

Pre-payment with credit card or direct bank transfer is required. Cash on delivery or any other payment method is not accepted. Upon completion of your order, you will receive an email, an automated order summary and an invoice.

Children/Minors

Children/minors under the age of 18 must seek permission from their parents before placing an order and are deemed to have done so.

3. Cancellation

All orders can be cancelled at any time by contacting our Customer Service. Please note that all cancellation of orders will incur an administrative charge of a minimum of $10. The full amount refunded will be computed based on the time interval between cancellation and the Date of Purchase as follows:

  • Within 1 day from Date of Purchase: 100% refund after a deduction of $10 admin charges
  • Within 2 days from Date of Purchase: 50% refund
  • 3 or more days from Date of Purchase: no refund

4. Alterations and Changes to Your Order

It is your responsibility to read and check the details of your order thoroughly; any amendments should be made in writing within 3 hours from the time of purchase. Please note that all alterations and changes of orders will incur an administrative charge of $10.

All illustrations and descriptions displayed on our website or distributed by email, brochure or in any other way are for guidance purposes only and may not necessarily conform to the good(s) which you receive from us.

5. Delivery & Collection Conditions

Parcels will be delivered to you at a requested address. Delivery charges apply. During festive seasons, a delivery surcharge of $8.00 may also apply. It is essential that when an order is confirmed, arrangement is made for the deliveryman to complete the delivery at the specified time interval. If for any reason you are not able to allow delivery to complete at the time of delivery or when you have provided an incorrect, inaccurate or incomplete delivery address, we will endeavour to re-deliver, however this may subject to a re-delivery charge of $10.

We cannot be held liable for any damage that is rendered to the good(s) at the advised destination once we have left the premises. It is with this in mind that we require somebody responsible, to check that they are satisfied with the good(s) before the delivery man leaves. Once the parcel has been delivered and signed for, we will not accept any liability either for any damage sustained to the good(s) thereafter or for any failure to follow the instructions provided.

Location Exclusions

We do not deliver to Jurong Island, restricted airline and cargo areas, BBQ pits as well as locations outside of mainland Singapore except Sentosa Island. Any orders made to the excluded locations will be cancelled.

In circumstances where you erroneously, or otherwise, specify the Region / State of your delivery address as Main Island when it is actually Sentosa Island, you will be liable for the additional delivery costs incurred in making a delivery to Sentosa Island.

Force Majeure

Neither we, nor any delivery service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever.

6. Storage & Consumption

We pride ourselves in bringing you pet food in its best condition maintained by their respective suppliers. We are unable to make a warranty as to the length of time for which the food will remain fit for consumption. We do however recommend our pet food and treats to be consumed within 1 month from the date of delivery. We do not encourage pet owners to keep the food beyond the recommended duration. It is the responsibility of the customer to keep the food items in the manner prescribed by the manufacturers.

7. Re-Packaging

Pawfection will offer only vacuum-sealing packing service. The material we use is high-quality food-grade plastic. This is to ensure that we keep the food in the best condition possible after it is removed from its original packaging.

While vacuum packaging preserves clean food prevents bacterial growth, it does not get rid of some bacteria which may have already infested the food while it is in its original packaging. Some bacteria grows in room-temperature, low-acid and low-oxygen environments.

Please be aware that how you store dry food affects your dog’s health. It is the same logic as storage of food for our own consumption.

As much possible, always buy pet food that comes in original packaging. Premium quality pet food are originally packed into special packaging with special inner lining to keep moisture out. Always air-tight seal the bag to slow down food degradation. As much as possible, avoid asking pet shops to repack your pet food. AVA discourages re-packing of imported pet food as it increases the risk of traceability and contamination. You are still highly encouraged by Pawfection to buy reusable air-tight food containers to store your pet food if you really need to have them redistributed into small portions and store them in a cool and dry place.

By requesting for Pawfection to repack your pet food, you agree that we will not be held liable in the event that worms, weevils, beetles or moulds are found in the re-packed food after purchase.

8. Complaints

We take all complaints seriously however we ask for patience with factors that may be beyond our control as we cannot be held liable for any such issues.

9. Refunds and Exchange

In the rare event that the products fail to meet the suppliers’ commitment to quality, we will facilitate a negotiation between you and the supplier and a refund or an exchange may be offered at their discretion.

All refunds will be made via within 5 business days after approval.

In circumstances where you are eligible for a refund, our suppliers may at their absolute discretion offer to exchange the product in dispute within 5 days of the complaint in alternative to providing a refund. Exchange will not be allowed in any other circumstances.

10. Resale

Where our house brand products are purchased for the purpose of resale, either in whole or in part, you are prohibited from referring to Pawfection and using any Pawfection brand elements, including but not limited to Pawfection’s trademarks, logos, text, photographs, graphics, videos, text, images and other materials without our express, prior written consent.

Should you wish to purchase our house brand products for the purpose of resale, we strongly encourage you to contact us at ask@pawfection.sg so that we may best accommodate your requirements.

11. Privacy Policy

Our Privacy Policy applies to the access of this website and it is hereby incorporated into these Terms and Conditions by reference for all purposes. By accessing this website, you signify that you accept and agree to all of the terms of the Privacy Policy.