Cancellation and Refund of Order
  • We regret to inform you after payment is being made, do NOT accept any cancellation or refund request.

Returns and Exchanges 

You may only return/exchange regular-priced item(s) purchased online via our online store if the item(s) received by you has defects or is a wrong item within 7 days upon receiving of items.

  • We are unable to refund/exchange once your pet has stepped into the carrier. That would be considered used, and is non-returnable and non-exchangeable.

  • Return/Exchange Policy is only strictly for faulty items caused by the manufacturing process (Manufacturing defects) or if you have received the wrong item(s).

  • All items sent back to us have to be in their original condition - attached with original tag, unworn, unaltered and purchased directly from only.
  • Items will be inspected upon reaching the warehouse. Returns that do not meet our policy will not be accepted and will be returned to you at your cost. 
  • We will ship the replacement item(s) to you, however, this is subjected to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, providing store credit or any other methods at the discretion of
  • All returns via the online store will be refunded by store credit into your account if the item(s) is no longer in stock.
  • Do note that each order is only valid for one-time exchange and returns/exchanges are not allowed for sale items or orders using special promotional codes. 
  • All sale item(s) are non-returnable, non-exchangeable, and non-refundable.
  • Please note that returns/exchanges are assessed on a case-by-case basis. SoyCraft reserves all rights to exercise discretion in permitting all returns and exchanges.

Defective Items

We apologize for letting this product slip through our quality checks. If you are looking to return a defective item or received an incorrect item, please kindly email us at within 7 days upon receiving of items.

For returns on defective products:
Please do provide us with (1) your order number and (2) clear pictures of the issue in your email so we can get this sorted for you.

For incorrect items sent to you:
Please do provide us with (1) your order number and (2) the product code, size and colour details of the wrong item received in your email so we can get this sorted for you. Please note that the incorrect item should be in their original condition; attached with original tag, unused, unwashed, unaltered. 

Store Credit

  • Store credit is applicable only for online purchases at
  • Store credit cannot be redeemed for cash and are non-refundable and non-exchangeable.
  • Store credit will be directly credited into your account and can be used immediately upon receipt.
  • Store credit is tagged to your account and is non-transferable.

Refund Policy

  • All original shipping and/or handling charges are non-refundable.
  • All returned item(s) must be in their brand new original condition, original packaging, and with the original tags and tickets attached.
  • Item(s) which show signs of wear and/or being worn before will not be eligible for returns or exchanges.
  • reserves all rights to inspect the condition of the item(s) before processing any returns or exchanges. You shall bear the shipping and handling charges of returning any rejected return or exchange request item(s) to you.’s decisions on returns and exchanges are final.
  • All sale item(s) are non-returnable, non-exchangeable, and non-refundable.
  • In the event, if an item is no longer in stock, refunds will be made in-store credits to your account.
  • Should there be any dispute in the amount of store credit for any return or exchange, a store credit refund will be based on merchandise value on Sales Order.
  • Our returns and exchanges policies do not cover damage resulting from unique, accidental, or random damage that is the result of use by you or wears and tear.
  • It also does not cover products used in a manner or for a purpose not reasonably contemplated by or previously modified in a manner not authorised by
  • makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description, and fitness for a particular purpose.