Refund policy

# Return, Refund and Order Cancellation Policy

**Effective date: 14 July 2026**

At Treat Protocol Co. (“Treat Protocol”, “we”, “us” or “our”), we take care to ensure that your order reaches you in good condition. This policy applies to purchases made through treatprotocol.co and delivered within Singapore.

## Change-of-mind returns

Due to the consumable, personal-care and hygiene-related nature of our products, we do not accept returns, exchanges or refunds because you have changed your mind, ordered the wrong product, or no longer want an item.

Please review your order carefully before completing your purchase.

## Damaged, defective, incorrect or missing items

Please contact us within **7 calendar days after delivery** if an item is:

- Damaged in transit;
- Defective or not of satisfactory quality;
- Different from what you ordered; or
- Missing from your order.

Email **hello@treatprotocol.co** and include:

- Your name and order number;
- A description of the issue;
- Clear photographs or video showing the product and issue;
- Photographs of the outer packaging, shipping label and product packaging; and
- Any other information reasonably required to assess the claim.

Please retain the affected item and all original packaging until we have completed our assessment. Do not send an item back unless we provide return instructions.

Claims submitted after the 7-day reporting period may not be accepted unless required under applicable law.

## Available remedies

Once we have reviewed and approved your claim, the available remedy may include:

- A replacement product;
- A refund to your original payment method; or
- Store credit.

The appropriate remedy will depend on the circumstances, product availability and applicable consumer-protection laws. If a return is required for an approved claim, we will provide instructions and cover reasonable return-shipping costs.

Products damaged through misuse, improper handling, unsuitable storage, normal wear and tear, or failure to follow the product instructions are not eligible for a remedy under this policy.

## Refunds

If a refund is approved, we will notify you by email and process it to your original payment method. Please allow up to **10 business days** for us to process the refund.

Your bank, card issuer or payment provider may require additional time to credit the funds to your account. If more than 15 business days have passed since we confirmed your refund, please contact us at **hello@treatprotocol.co**.

Original delivery charges are generally non-refundable unless the refund results from an error by us, a defective product, or where otherwise required by law.

Store credit will be issued electronically and cannot be exchanged for cash, except where required by law.

## Non-returnable items

Except where an item is damaged, defective, incorrect or otherwise subject to rights under applicable law, we cannot accept returns of:

- Pet treats, food products or other consumable products;
- Opened or used skincare, grooming, hygiene or personal-care products;
- Products with broken seals or damaged original packaging;
- Items not purchased directly from treatprotocol.co;
- Promotional, clearance or final-sale items; and
- Gift cards.

For products purchased from another retailer or marketplace, please contact the original seller and follow its return policy.

## Order cancellations and changes

If you need to cancel or change an order, contact **hello@treatprotocol.co** as soon as possible.

We can only cancel or amend an order if it has not been packed, processed or fulfilled. Sending us a request does not guarantee that the order can be changed or cancelled. A cancellation is confirmed only when you receive confirmation from us.

Once an order has been processed or fulfilled, it cannot be cancelled under this section.

## Unauthorised returns

Items returned without our prior approval or contrary to our return instructions may be refused and returned to the sender. We are not responsible for items sent to an incorrect address or returned without authorisation.

## Your statutory rights

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under applicable Singapore law, including rights relating to goods that do not conform to the sales contract or are not of satisfactory quality.

Where this policy conflicts with a right that cannot legally be excluded, the applicable law will prevail.

## Contact us

For questions, cancellations or return and refund requests, contact:

**Treat Protocol Co.**  
**Email:** hello@treatprotocol.co