Exchange & Return Policy

 

At Somaee Malaysia, we know that cats can be picky eaters, and our kibble may not always be their first choice. We want you and your furry friend to be happy with your purchase, so we’ve designed a flexible exchange and return policy just for our kibble products.

Note:
Before initiating a return, please follow the meal-switching guide on the packaging. We recommend giving your cat 7-10 days to adjust to the new kibble. Try mixing it with their favorite snacks or wet food for a smoother transition.

Terms & Conditions

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

1. Return & Refund for New and Unopened Packaging

  • We offer a full refund for kibble in new and unopened packaging.
  • Requests must be made within 14 days of receiving the order.
  • The buyer must arrange and cover the return shipping cost.
  • Once we receive the item in good condition, we will process your refund within 5-7 working days.

2. Partial Refund for Opened Packaging

  • For opened kibble packages, we provide a 90% partial refund of the purchase price.
  • Request must be made within 14 days of receiving the order.
  • The buyer must arrange and cover the return shipping cost.
  • Refunds will be processed within 5-7 working days after we receive the item in good condition.

3. Flavor Exchange

  • Want to try a different flavor? Contact us via WhatsApp for assistance and we’ll help you arrange an exchange.

4. Eligibility for Refunds and Exchanges

  • Refunds, returns, and exchanges apply only to the following items: DORY 1KG and FLOOFY 2KG.

5. Exceptions / non-returnable items

  • Items cannot be returned: Trial-sized goods (such as DORY 250G, FLOOFY 250G), Somaee Freeze-dried Snacks Series.

Unfortunately, we cannot accept returns on clearance sales items or gift cards.

 

How to Request a Return or Exchange

  • Click here to WhatsApp us with your order details and a brief description of your request. Our team will guide you through the process and answer any questions you have.

We appreciate your understanding and cooperation, and we’re committed to making every experience with Soulmate Malaysia a positive one for you and your beloved pet!