100% Money Back Guarantee Policy

The Money-Back Guarantee Terms & Conditions ("Terms") set out the rules and regulations for the money-back guarantee ("Guarantee") offered by PET WORLD NUTRITIONS SDN. BHD. ("Company") in Malaysia. By participating in this Guarantee, customers agree to abide by these Terms.

1. PROMOTER

1.1 The Guarantee is provided by PET WORLD NUTRITIONS SDN. BHD, a company registered in Malaysia with its principal office at NO 8, PERSIARAN KEMAJUAN, SECTION 16, 40200 SHAH ALAM, SELANGOR. (“The Promoter”)

 

2. ELIGIBILITY

2.1 The Guarantee is open to individuals aged 18 and above who are legal residents of Malaysia.

2.2 The product must be purchased in Malaysia from an authorized retailer or directly from PET WORLD NUTRITIONS SDN. BHD.

2.3 Claims must be submitted within 14 days from the date of purchase, with a valid proof of purchase (receipt or invoice).

2.4 The Guarantee is limited to one claim per household.

3. PRODUCTS COVERED

3.1 This Guarantee applies to every product under SIMPLE Pet Food.

3.2 The Guarantee does not apply to promotional, sample, or free products.

4. CLAIM CRITERIA

A valid claim for the Money-Back Guarantee must fall under one of the following conditions:

i. Health-Related Issues: Documented concerns related to the pet’s health after consumption of the product.

Ii. Complete Product Rejection: The pet(s) refuse to consume the product entirely after multiple attempts despite following the feeding transition guideline.

5. HOW TO CLAIM

5.1 To make a claim, customers must:

a) Submit online within 14 days from the date of purchase at mbg@petworld.com.my 

b) Provide proof of purchase and a brief explanation of dissatisfaction.

5.2 The Promoter reserves the right to request additional evidence or conduct an inspection before approving the refund.

6. REFUND PROCESS

6.1 Once a claim is verified, refunds will be processed within 30 business days.

6.2 Any bank or transaction fees associated with the refund may be deducted from the refund amount, unless stated otherwise.

6.3 Refunds are only limited to the purchase price of the product and exclude any other additional costs (e.g., delivery fees).

7. LIMITATIONS & EXCLUSIONS

7.1 This Guarantee does not apply to:

a) Products purchased from unauthorized sellers or third-party resellers.

b) Products damaged due to misuse, negligence, or improper storage.

c) Claims made after the stated period.

7.2. Distributors, agents, and representatives of the Promoter are not eligible to claim the Guarantee.

7.3 The Promoter reserves the right to reject any fraudulent or suspicious claims.

8. DATA PROTECTION

8.1 By submitting a refund request under this MBF, customers acknowledge and consent to the Company collecting, using, storing, and processing their personal data in accordance with the Personal Data Protection Act 2010 (PDPA) and our internal policies.

8.2 This includes using your personal data for the following purposes:

1. Processing and verifying your refund request.

2. Managing our relationship with you;

3. Improving customer service and product quality;

4. Complying with applicable legal and regulatory requirements.

8.3 You confirm that the personal data provided is accurate and complete, and agree to update us if any changes occur. You may request to access or correct your personal data, or withdraw your consent at any time by contacting our representative via email to mbg@petworld.com.my 

9. GENERAL TERMS

9.1 The Promoter reserves the right to amend, suspend, or withdraw this Guarantee at any time without prior notice.

9.2 The Promoter’s decision on all claims is final and binding.

9.3 Proof of postage of the return products does not constitute proof of receipt. The Promoter will not be held liable in the event of non-receipt of return products sent by any customers.

9.4 This Guarantee does not affect any legal rights under the Consumer Protection Act 1999 or other applicable Malaysian laws.