Effective 26 September 2026
1. Scope
This policy covers purchases made directly from PT Evo Continental Trade through official Evocat channels, including WhatsApp +62 878-8674-8653. Purchases from partner petshops, stores, or marketplaces follow that seller's policy.
2. Eligible reasons
The product arrived damaged, leaking, or dented.
The product received does not match the order (variant, size, or quantity).
The product was past its expiry date on arrival.
3. How to claim
Contact us on WhatsApp +62 878-8674-8653 or at [email protected] within 2 × 24 hours of receiving the parcel.
Include your order or invoice number, an unboxing video, and photos of the product and its label.
4. Not returnable
For food safety and hygiene, opened or used products cannot be returned unless they were defective on arrival.
Claims made after the deadline, or damage caused by improper storage after delivery.
5. Resolution
Once a claim is approved you may choose a replacement or a full refund, including shipping cost where the error was ours.
Refunds are processed within 7 business days of approval, to the bank account or payment method you provide.
6. Cancellations
A paid order can be cancelled for a full refund as long as it has not yet been handed to the courier.