Refund and Returns Policy

Home Refund and Returns Policy

We are committed to providing you with quality pet supplies and a positive shopping experience. If you are not satisfied with your purchase, our Returns and Refund Policy outlines your options.

The following terms are applicable for products that you purchased with us.

RETURNS

Eligibility for Returns

  • Return requests must be made within 7 working days of receiving your order.
  • Items must be
    • new/unused;
    • in their original packaging undamaged and unsealed;
    • with the original price tag attached;
    • and in the same condition as received.
  • Requests must be accompanied with the original receipt or proof of purchase, the order number, pictures of the item received, and the reason for return or exchange.
  • Certain items (e.g., samples, clearance items, or customized products) are non-returnable unless defective or damaged.
  • Do not discard the items.
  • Do note that we do not accept returns due to a change of mind after purchase.

How to Request a Return

  1. Submit a Request:
    1. Contact us at office@silversky.com.sg
    2. Requests must be accompanied with the original receipt or proof of purchase, the order number, pictures of the item received, and the reason for return.
  2. Await Approval:
    1. Upon approval, you’ll receive instructions for shipping the item back.
  3. Arrange for Return Shipping:
    1. Customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item).

Methods of Return

  1. Pick up from your address (arranged by Silversky Pte Ltd) at a charge of S$10.00; OR
  2. You may drop off the goods yourself at our address during operating hours.
  • Returns Address: Silversky Pte Ltd, 65 Ubi Crescent, #04-01, Hola Centre, Singapore 408559
  • Operating Hours: Monday – Friday, 9am – 5pm (excluding 12pm-1pm)

 Refunds

  • Refunds are processed within 3 business days after we inspect and approve the returned item.
  • Refunds will be issued to the original payment method for the sales value of the returned item(s).
  • Please note that the original shipping costs are non-refundable.

EXCHANGES

If you encounter any of the following situations, please contact us within 7 working days of receiving your order. Please send an email to office@silversky.com.sg with your order number and provide photos of the packing materials and the items you received.

For Damaged/Defective item upon receiving:

We will investigate the issue and, if determined to be our error, arrange for a replacement to be made with a 1-to-1 exchange at your address. Please retain the original packaging, box, and receipt. Exchange shipping arrangements and costs will be covered by Silversky.

For Incorrect item upon receiving:

We will verify the order and arrange for the correct item to be sent to you at a 1-to-1 exchange at your address. Please retain the incorrect item to be handed to our delivery personnel during the exchange. Exchange shipping arrangements and costs will be covered by Silversky.

For Missing item upon receiving:

We will investigate the issue and, if determined to be our error, send the missing item. Re-shipment arrangements and costs will be covered by Silversky.

Non-Returnable Items

The following items are not eligible for returns or refunds:

  • Opened or used consumable products, such as treats or supplements.
  • Samples.
  • Items sold as final sale or clearance.
  • Customized or personalized products.
  • Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Contact Us

If you have questions about returns, refunds, or exchanges, please contact us at:

This policy is part of our broader [Terms and Conditions], and by shopping with us, you agree to the terms outlined here.