Refund policy
Effective Date: 20250905
This Returns and Refunds Policy applies to all purchases made through our website.
1. Right to Cancel
If you are a consumer, you have the right to cancel your order within 14 calendar days from the day after you (or someone you nominate) receive the goods, without giving any reason.
To exercise the right to cancel, you must notify us of your decision to cancel the contract by support.sg@hiccpet.com.
2. Effect of Cancellation
If you cancel your order, we will reimburse you all payments received from you, including the cost of standard delivery (if applicable). We will not reimburse any supplementary delivery costs if you chose a delivery method more expensive than our standard delivery option.
We will make the reimbursement without undue delay and no later than:
a) 14 days after the day we receive back from you any goods supplied;
b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
c) if no goods were supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment you used for the initial transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.
3. Returning Goods
You must send back the goods or hand them over to us without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation. The deadline is met if you send back the goods before the 14-day period has expired.
You will have to bear the direct cost of returning the goods.
4. Condition of Returned Goods
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. We may reduce your refund accordingly if the goods are returned damaged or used beyond what is necessary for inspection.
5. Exclusions from the Right to Cancel
The right to cancel does not apply to:
a) Sealed goods that are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (e.g., opened cleaning wipes);
b) Goods that are made to the consumer’s specifications or clearly personalised; and/or
c) Goods which are liable to deteriorate or expire rapidly.
6. Faulty or Misdescribed Goods
If the product is faulty, damaged, or not as described, you are entitled to a full refund or replacement under your statutory rights. Please contact us at support.sg@hiccpet.com as soon as possible after receiving the goods to arrange a return and refund.
