Frequently Asked Questions

Eligibility Criteria
- Return/exchange requests must be made within 10 days of receiving your order, and items must reach our warehouse within from when the request is made.
- Items must be unused, in their original packaging, with seals intact, labels attached, and any accompanying gifts included.
- Returns due to defects or incorrect/missing items will always be accepted. If you’ve received a damaged or incorrect item, please contact us immediately so we can resolve the issue.

Exceptions
- The following cannot be returned due to hygiene reasons:
Beds, blankets, pee pads, wearables (e.g., harnesses, collars, leashes)
Clearance sale items & surprise boxes
- If your return affects a Gift with Purchase (GWP) or promotional freebie, the freebie must be returned as well.
- If your return affects free shipping eligibility, the original delivery fee will be deducted from your refund.
- If your return affects a discount code, the code will be revoked and may be applied to a future order instead. Refunds will be based on the net amount paid, after any adjustments.

Next Steps
1. Submit your return request here and receive a response within 3-5 working days.
2. If your return meets the eligibility criteria:
You’ll receive a store credit refund within 7 days.
For defective or incorrect/missing items, refunds will be issued to the original payment method.
3. If your return does not meet our criteria, a refund will not be issued. You’ll need to collect the item from our fulfillment center within 14 days—after which it will be donated to animal welfare groups.

Komu Pets reserves the right to reject return requests that do not meet these requirements. We encourage all customers to review our return policy to ensure a smooth and fair process for everyone.

Please review our Return & Exchange Policy to ensure that your order is eligible to be returned. If so, kindly contact us within 10 days of receiving your order and provide the following details.

For general returns:
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Reason for return

For returns due to defective items:
- Order Number (e.g., KMXXXXX)
- Product/SKU Code (found in your order confirmation email)
- Clear Photos of the Defect

For returns due to incorrect items received:
- Your Order Number (i.e.. #KMXXXX)
- The product / SKU code of the item you ordered
- The product / SKU code of the item you received (if an incorrect item was sent)

Our Customer Care team will assist you with the returns / exchange process.

Additional things to note:
- For exchanges, if the item is out of stock, we’ll issue store credit or a refund instead.
- For defective items, we’ll arrange a return via Ninjavan, and you'll receive an email with the airway bill label and further instructions.
- Please ensure the item is unused, unaltered, with tags attached, and in its original packaging.
- To avoid additional charges, we recommend using Ninjavan, as we’re unable to reimburse costs from other return methods.

We're so sorry about this!

Please contact us here within 10 days of receiving your order and provide the following details:

Order number (e.g., KMXXXXX)
Product/SKU code (found in your order confirmation email)
Clear photos of the defect

Our Customer Care team will assist you with an exchange. If the item is out of stock, we’ll issue store credit or a refund instead.

Additional things to note:
- For defective items, we’ll arrange a return via Ninjavan, and you'll receive an email with the airway bill label and further instructions.
- Please ensure the item is unused, unaltered, with tags attached, and in its original packaging.
- To avoid additional charges, we recommend using Ninjavan, as we’re unable to reimburse costs from other return methods.

No problem at all! You don’t need to take any further action or drop off the return. We’ve got it covered for you.

We accept payment via Visa, Mastercard, American Express, PayPal, ApplePay and Google Pay.

Your payment may have been unsuccessful for a few reasons:

A dropped connection during checkout.
Your card may have been declined.
To ensure a smooth checkout, we recommend confirming that your internet connection is stable before proceeding with payment.

If you’re still facing issues after multiple attempts, please contact us here with a screenshot of the error message, and we’ll help resolve it.

Not sure if your payment went through? No worries — you can check your order history here to confirm!

Unfortunately, discount codes cannot be applied to orders that have already been placed.

We’re unable to provide reimbursements for missed codes, but don’t worry—you can save the code for your next purchase, as long as it’s still valid and you meet the terms and conditions!

Here are some common reasons why your discount was not applied:

- The code has expired
Check the expiry date, as some codes are valid for a limited time only.

- Minimum spending requirement
Ensure you’ve met any minimum spend amount or category restrictions tied to the promo code.

- Product exclusions
Discounts may not apply to sale items or specific product categories unless stated otherwise.

- Account login required
Some promo codes require you to be logged in to your account to redeem them.

- Incorrect field
Make sure the promo code is entered in the correct 'Promo Code' field during checkout.

- One-time use
Some promo codes can only be used once or have a limited number of uses.

- Terms and conditions not met
Double-check the promo code’s terms and conditions to ensure eligibility.

- Only one code per order
You can only apply one promo code per transaction.

If you’re certain you’ve fulfilled all the conditions but are still encountering issues, please contact us here with a screenshot of the error message, and we’ll assist you further!

Store credits are valid for 1 year and can be used as a payment method for online purchases.
Store credits are non-transferable and non-refundable.
Gift cards converted into store credit cannot be reversed.
Gift cards can be deposited into your account as store credit.
Store credit can only be used on komu.sg.

You can check your available store credit by accessing your account here > click on the dropdown arrow at the top right corner > Profile > Payment Methods > Store Credit.

Here are the steps to use your store credit:
- Proceed to checkout as usual.
- On the payment page, select the "Apply Store Credit" option.
- Your available store credit will be applied to the order.
- If your store credit exceeds the total order amount, the remaining balance will stay in your account for future use.
- Any unused store credit will be securely stored in your account for your next purchase.

💡 Troubleshooting:

If your store credit balance appears as $0, ensure you're logged into the same account used for the original order.
Double-check that you're viewing your store credit on the correct website.

Yes, orders paid with store credit are eligible for returns! However, some exclusions may apply. We recommend reviewing our Returns Policy to ensure your item qualifies for a return.

You need to have an account with us to place an order.

Here are the easy steps to create an account.

Step 1: Scroll to the bottom of the website and click on My Account, or here
Step 2: Enter your email address.
Step 3: Receive verification code at the email you inputted.
Step 4: Enter the code on the login page, and your account is created. Future logins will be via the same process.

No worries! Follow these steps to troubleshoot:

If prompted to enter a password:
This means you already have an account with us.
If you’ve forgotten your password, simply reset it—happens to the best of us!

If prompted to create a new account:
The email you entered isn’t registered.
Try a different email if you think you already have an account.
Otherwise, sign up for a new account.
Still can’t log in? Contact us here, and we’ll be happy to help!

Check your junk or spam folder—sometimes emails get filtered there.
Still can’t find it? Reach out to us here for assistance.

We’re sad to see you go!

Before proceeding, please note that closing your account will permanently erase all purchase records.

If you’ve made a recent order, we recommend keeping your account until the return window expires—just in case you need it.

Still sure about closing your account? Submit a request here, and we’ll take care of it for you.

If you’re not seeing our emails, they may have ended up in your junk or spam folder—be sure to check there!

Still can’t find them? Reach out to us here, and we’ll sort it out for you.

In the latest email you received from us, there’s an option to unsubscribe at the bottom. Click on it and you’ll be redirected to a confirmation page.