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Exchanges, Returns & Refunds

RETURNS

We accept return or exchange requests within 7 days from the date your order is delivered for:

  • Defective products
  • Size exchanges

To request a return or exchange, please email us at hello@creaturelandstore.com or WhatsApp us at +65 8890 5339 within 7 days of delivery. We will guide you through the return process.

Items must be:

  • Unused
  • In original untorn packaging
  • With tags attached
  • In the same condition as received

For hygiene reasons, the following items cannot be returned or exchanged:

Non-returnable items

  • Dog clothes that have been worn, tried on, washed, or used
  • Items with stains, fur, odour, or signs of wear
  • Items without original packaging or tags attached
  • Beds, blankets, mats, and other fabric items that have been used
  • Grooming items, bowls, toys, or accessories that have been opened or used
  • Sales and clearance items
  • Items specifically stated as non-returnable or non-exchangeable in the product description, such as the Adidas Collection

For returns approved for reasons other than defective items, refunds will be issued in the form of store credit with no expiration date.

Please note:

  • Store credit is strictly non-refundable and cannot be exchanged for cash.
  • Exchanges are subject to stock availability at the time of request.
  • Customers are responsible for return shipping costs and the parcel until it safely reaches us. We strongly recommend using a traceable and/or insured shipping service.

DEFECTIVE ITEMS

If your item is defective, please contact us within 7 days of delivery via email or WhatsApp.

Upon review and approval, we will:

  • Replace the item with a new one, or

  • Exchange it for another item of your choice (subject to availability)

Items damaged due to normal wear and tear are not considered defective.

EXCHANGES

Exchanges are available for:

  • Incorrect items received

  • Size exchanges (within 7 days of delivery)

All exchanges depend on stock availability at the time of request.

If you wish to exchange for a different product (not due to defect or incorrect item), we recommend returning the item for store credit and placing a new order separately.

Shipping fees for replacement items and any applicable import duties or taxes will be borne by the customer.

REFUNDS (STORE CREDIT)

All approved returns will be refunded in the form of store credit with no expiration date.

Store credit will be issued once the returned item has been received and inspected.

Please note:

  • Store credit is non-refundable.

  • Reward points earned from the original purchase will be adjusted accordingly upon return.