1. Should there be any discrepancy of product(s) delivered, you may contact Pharm-Dx customer service via hello@furrymoon.pet within FIVE (5) working days after receiving your parcel. Otherwise, we shall have the discretion to refuse your claim.

2. Exchange / Return / Refund of product(s) can be arranged for the following reasons:

• Damaged or defective item(s)
• Wrong item(s) received
• Expired item(s)
• Missing part(s) or item(s)

3. Listed below (but not limited to) are conditions that are NOT applicable for exchange / return / refund:

• Personal hygiene product(s) such as face mask, grooming products, test kits, etc.
• Wearable item(s) such as face mask, gloves, rehab support, etc.
• Change of mind
• Free gift(s)

4. For case investigation, details required include but are not limited to the following:

• Order number
• Screenshot of airway bill
• Screenshot or short video of malfunctioned / damaged / dented item
• Screenshot of the parcel’s external packaging (all angles) and internal packaging (top view)

5. Product(s) for return or exchange shall be returned in their original condition.

6. Each case will be carefully reviewed and decided at our discretion based on sufficient information and evidence provided by the customer. We reserve the right to reject any claim if insufficient evidence is provided.

7. If upon confirmation that your order is valid for refund, it may take up to THIRTY (30) working days to process the refund request.

8. If points were used for purchase upon checkout, the points will be refunded based on our system calculation.