At BELIF PETFOOD (INT) SDN. BHD. (1387421-H) (“BELIF,” “we,” “us,” or “our”), we are committed to providing premium, science-backed pet nutrition products that meet the highest standards of quality. Our Refund and Returns Policy is designed to ensure fairness and transparency while protecting both our customers and our commitment to delivering exceptional pet care. This policy outlines the conditions under which refunds or exchanges are available, the process for returns, and how we handle related issues. By purchasing from us, you agree to the terms outlined in this policy.

Eligibility for Refunds and Returns

General Conditions

Refunds or exchanges are only available for products that are defective, damaged, or otherwise approved for return by BELIF due to a valid reason. Items that do not meet these conditions are not eligible for refund or exchange. Our refund and returns policy is valid for 30 days from the date of purchase. Requests made after this period, even for defective items, cannot be accommodated.

Condition of Returned Items

To be eligible for a return, your item must be:

• Unused and in the same condition as received.
• In its original packaging, with all labels, seals, and components intact.
• Accompanied by a receipt or proof of purchase (e.g., order confirmation email or invoice).

Non-Returnable Items

The following items are exempt from returns due to their nature:

• Perishable goods, including pet food and treats.
• Intimate or sanitary goods.
• Hazardous materials, flammable liquids, or gases.
• Gift cards.
• Downloadable software products.
• Certain health and personal care items.

Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email us at belif@naturesprotection.marketing with your order number, proof of purchase, and details of the issue (e.g., defect or damage). Include photos if applicable to expedite the process.
2. Return Approval: We will review your request and notify you via email within 2–3 business days regarding approval or rejection. Do not return items without prior approval.
3. Return Shipping: If approved, mail your item to:
   Lot 3706F, Jalan 7/5, Taman Industries Selesa Jaya,
   Seri Kembangan, 43300 Seri Kembangan, Selangor, Malaysia.
   You are responsible for return shipping costs, which are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance for expensive items, as BELIF cannot guarantee receipt of returned items.

Please do not send returns directly to our manufacturers, as they are not authorized to process them.

Refund Process

Inspection and Notification

Once we receive your returned item, we will inspect it to confirm it meets our eligibility criteria. You will receive an email notification confirming receipt and the approval or rejection of your refund, including the reason for any rejection.

Refund Processing

If approved, your refund will be processed within 5–7 business days, and a credit will be applied to your original payment method (e.g., credit card). The exact time for the refund to appear in your account may vary depending on your bank or credit card provider.

Partial Refunds

Partial refunds may be granted in the following cases:

• Items not in their original condition, damaged, or missing parts for reasons not due to BELIF’s error.
• Items showing obvious signs of use.
• Items returned within 30 days but with opened packaging (e.g., pet food bags or containers).
  If a refund is granted, the cost of return shipping will be deducted from the refund amount.

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

1. Check your bank or credit card account for the transaction.
2. Contact your credit card company or bank, as processing times may vary.
3. If the issue persists, email us at belif@naturesprotection.marketing with your order details, and we will investigate promptly.

Exchanges

We only offer exchanges for defective or damaged items, replacing them with the same product, subject to availability. To request an exchange:

• Email us at belif@naturesprotection.marketing with your order number, proof of purchase, and details of the defect or damage (including photos, if possible).
• Mail the item to:
  Lot 3706F, Jalan 7/5, Taman Industries Selesa Jaya,
  Seri Kembangan, 43300 Seri Kembangan, Selangor, Malaysia.
  You are responsible for return shipping costs, which are non-refundable. Once received and approved, we will ship the replacement item to you, with delivery times varying based on your location in West Malaysia (typically 2–5 business days).

Gift Returns

Gifts Purchased Directly

If an item was marked as a gift and shipped directly to you, you may be eligible for a gift credit equal to the item’s value upon return. Once the returned item is received and approved, we will mail a gift certificate to you at the address provided.

Gifts Shipped to the Purchaser

If the gift giver had the item shipped to themselves to give to you, any refund will be issued to the original purchaser’s payment method. The gift giver will be notified of the return.

Sale Items

Only regular-priced items are eligible for refunds or exchanges. Items purchased during sales, promotions, or with discounts are not refundable, though exchanges for defective or damaged items may be considered, subject to approval.

Shipping Costs for Returns

You are responsible for paying return shipping costs, which are non-refundable. If a refund is approved, the cost of return shipping will be deducted from your refund. For exchanges, you are also responsible for the cost of shipping the replacement item back to you, unless the original item was defective due to BELIF’s error.

For valuable items, we recommend using a trackable shipping service or purchasing shipping insurance, as BELIF cannot guarantee receipt of returned items or cover losses during transit.

Contact Us

For questions or assistance with refunds, returns, or exchanges, please reach out to us:

Email

belif@naturesprotection.marketing
We aim to respond within 24–48 hours during our working hours (Monday to Sunday, 10:30 AM to 9:30 PM, Malaysia time).

Phone

(+60) 10-266 6515
Available Monday to Sunday, 10:30 AM to 9:30 PM (Malaysia time).

Visit Us

Lot 3706F, Jalan 7/5, Taman Industries Selesa Jaya,
Seri Kembangan, 43300 Seri Kembangan, Selangor, Malaysia

Changes to This Refund and Returns Policy

We may update this Refund and Returns Policy to reflect changes in our practices or legal requirements. Updates will be posted on our website, and significant changes will be communicated via email (if you have an account) or through a notice on our website. Your continued use of our services after such changes constitutes your acceptance of the updated policy.

Our Commitment to You

At BELIF PETFOOD (INT) SDN. BHD. (1387421-H), we stand behind the quality of our premium pet nutrition products, crafted with care and science to support your pet’s health and happiness. Our Refund and Returns Policy is designed to address genuine issues fairly while ensuring a seamless experience for our valued customers.