Everything we sell is food or a treat, so our policy is built around that. Unopened items can come back. Damaged or wrong items get put right without a return. And your first box or pouch of any Paw-Stix lick is covered by our 7-day Lick-It Guarantee.
This policy applies to orders placed on pawcipes.my and delivered within Malaysia.
How to reach us: email support@pawcipes.my or use the form on our Contact page, quoting your order number. We reply on working days.
1. Changed your mind? Seven days, unopened, free return
You can return an item within 7 days of delivery if it is unopened, unused and in its original packaging. Email us first with your order number. Once we confirm, we'll email you a prepaid return label and instructions. Parcels sent back without a confirmed return can't be accepted.
Not returnable for change of mind: opened or partially used food, treats and supplements; chilled or perishable items; sale items; gift cards.
2. Damaged, wrong or faulty? No return needed
Check your parcel when it arrives. If anything is damaged, incorrect or not right, email us as soon as you can — ideally within 7 days — with your order number and a photo. We'll send a replacement or refund the item. We won't ask you to post food back to us.
3. The 7-day Lick-It Guarantee
Won't eat it? We'll refund it.
Try one sachet from your first box or pouch of any Paw-Stix lick. If your cat or dog won't take to it, tell us within 7 days of delivery, send the untried sachets back with the prepaid label we email you, and we'll refund the full price of that box or pouch. Opened is fine — we only ask that the rest comes back.
What it covers. Every Paw-Stix lick: the Premium range (Essential Chicken, Energetic Beef, Turkey Goatmilk, Omega-3 Salmon, Hypoaller. Cod and Variety Mix) and the Vital range (Enzymatic Breathcare, Fibrebiotics Gutcare, Glucosamine Jointcare and Phoslow Kidneycare). Your first Paw-Stix lick order on pawcipes.my, one claim per household. A first 3-box counts, and so does a mixed-flavour box.
How to claim. Email support@pawcipes.my, or use the form on our Contact page, with your order number and a line about what happened, within 7 days of the day your parcel is delivered. We'll email you a prepaid return label. Post back every sachet you haven't opened — for a 3-box, that's the untried sachets from the opened box plus the sealed boxes. For example: a 25-sachet box, one tried, 24 come back; a 12-sachet box, one tried, 11 come back.
What you get. A refund of the full price of that box, pouch or 3-box set, to your original payment method, within 5 working days of your sachets reaching us. Original shipping isn't refunded.
Not covered. Second and later boxes; purchases from other retailers or marketplaces; orders delivered outside Malaysia.
4. Subscribe & Save orders
Your first subscription box is covered by the Lick-It Guarantee above; later boxes follow the standard policy. You can skip or reschedule a delivery any time from your account under Manage Subscriptions. You can also cancel any time: before your second box, email support@pawcipes.my at least two working days before your next delivery date and we'll cancel it for you; from your second box onward, cancel yourself under Manage Subscriptions.
5. Exchanges
Because everything we sell is consumable, the quickest exchange is a refund for the affected item and a fresh order for what you want. If we sent the wrong item, we'll send the right one at no charge.
6. Refunds
Once your return or claim is confirmed — and any sachets you're returning have reached us — we refund to your original payment method within 5 working days. Your bank or card provider may take a further 5 to 10 working days to show it. Refunds cover the item price; original shipping isn't refunded.
Questions? support@pawcipes.my.