Effective date: 1 August 2024
Last updated: 28 July 2026
1. Overview
At Omega Pets, we want you to be satisfied with your purchase. This policy explains how returns, refunds, exchanges and order issues are handled for purchases made through the Omega Pets online store.
Nothing in this policy limits any right or remedy that cannot lawfully be excluded under applicable Malaysian consumer law.
2. Return eligibility
You may request a return within 15 days after receiving your order. To be eligible, the item must:
- be unused, unopened and in the same condition in which it was received;
- be in its original packaging with seals, labels, accessories, manuals and documentation intact; and
- be accompanied by valid proof of purchase, such as the Omega Pets order number, receipt or invoice.
Returns sent without prior approval may be delayed or refused. Items returned after the 15-day return window are not normally eligible unless required by law or approved by Omega Pets in writing.
3. Non-returnable items
For safety, hygiene or operational reasons, the following items cannot be returned for a change of mind:
- food, treats, supplements and other perishable or ingestible goods;
- opened or used grooming, hygiene, dental, cleaning or wellness products;
- gift cards;
- clearance or final-sale items clearly marked as non-returnable; and
- items that have been personalised or specially ordered for the customer.
These exclusions do not apply where an item is defective, damaged, incorrectly supplied or otherwise covered by a non-excludable consumer right.
4. How to request a return
- Contact us: Email omegapetsmy@gmail.com before sending anything back. Include your order number, the item concerned, the reason for the return and relevant photographs where applicable.
- Obtain approval: If the return is eligible, our customer-service team will provide return instructions and a Return Merchandise Authorisation (RMA) number.
- Pack the item: Securely pack the approved item in its original packaging with all accessories and documents. Clearly include the RMA number with the parcel.
- Send the parcel: Use a trackable delivery service and retain your shipping receipt until the return is completed.
Return address
Omega Pets — Returns Department
Unit 128, Ground Floor, Block A
Kompleks Kelana Centre Point
No. 3, Jalan SS 7/19, Kelana Jaya
47301 Petaling Jaya, Selangor
Malaysia
Customers are responsible for return-delivery costs for change-of-mind returns. If the return is caused by an Omega Pets error or an eligible defective, damaged or incorrect item, we will provide appropriate return instructions and cover reasonable return-delivery costs where applicable.
Omega Pets is not responsible for a return parcel lost or damaged before it reaches us where the customer arranged the shipment, so we recommend using secure, trackable delivery.
5. Inspection and refunds
After receiving the returned item, we will inspect it and notify you by email whether the refund has been approved or rejected. Inspection usually takes several business days.
If approved, the refund will be issued to the original payment method within 7–10 business days. Your bank, card issuer or payment provider may require additional processing time before the credit appears in your account. Original delivery charges are not normally refundable for change-of-mind returns unless required by law or stated otherwise.
6. Partial or reduced refunds
Where permitted by law, Omega Pets may reduce a refund to reflect loss in value where an item is returned damaged, used, incomplete or missing its original packaging or parts for reasons not caused by Omega Pets. We will explain any proposed reduction after inspection.
7. Late or missing refunds
If an approved refund has not appeared after the stated processing period:
- check the relevant bank or payment account again;
- contact your card issuer or payment provider because processing may still be pending;
- contact your bank; and
- if the refund is still missing, email omegapetsmy@gmail.com with your order and refund details.
8. Exchanges
We provide like-for-like exchanges for eligible items that are defective, damaged or incorrectly supplied, subject to stock availability. Email omegapetsmy@gmail.com to arrange an exchange before returning the item. If a replacement is unavailable, we may offer a refund or another remedy as appropriate.
9. Damaged, defective or incorrect items
Please inspect your order promptly after delivery. If an item is damaged, defective, leaking or incorrect, contact us as soon as possible—preferably within 48 hours—with:
- your order number;
- a description of the problem;
- clear photographs of the item, packaging and shipping label; and
- any other information reasonably requested to assess the issue.
Do not discard the item or packaging until we have responded. Once verified, we will arrange an appropriate replacement, refund or other remedy.
10. Order cancellations
If you need to cancel an order, contact us immediately. We will try to assist, but cancellation is not guaranteed once an order has been processed or dispatched. If dispatch has already occurred, the applicable return conditions will apply.
11. Purchases from other retailers
If you bought an Omega Pets product from a stockist, marketplace or other retailer, please contact that seller first because its return and refund procedures apply to the transaction. This does not affect any rights you may have against the manufacturer under applicable law.
12. Contact us
Omega Pets Customer Service
Email: omegapetsmy@gmail.com
Returns address: Unit 128, Ground Floor, Block A, Kompleks Kelana Centre Point, No. 3, Jalan SS 7/19, Kelana Jaya, 47301 Petaling Jaya, Selangor, Malaysia.
Use of the Omega Pets online store is also subject to our Terms & Conditions.