Refund policy

Last updated: 21 August 2026

At RoyalHugge, we want you and your pet to feel confident trying our products. This policy explains which products are eligible for return, the required condition of returned items, return shipping responsibilities, applicable fees, and how refunds are processed.

7-Day Unopened Pack Return Guarantee

Selected RoyalHugge products, including eligible Probiotic Yogurt Cube and AstaRoe Complete Meal bundles, include a trial pack for your pet to try first.

If your pet refuses or does not like the trial sample, you may request to return the unopened full-size packs within 7 calendar days after receiving your order.

This guarantee applies only when it is clearly stated on the relevant product page or promotional offer.

To qualify:

The return request must be submitted within 7 calendar days from the date the courier marks the order as delivered.
The included trial pack may be opened for tasting.
All full-size packs or containers being returned must remain sealed, unopened and unused, in their original condition and packaging.
All tamper seals must remain intact.
Proof of purchase or your RoyalHugge order number is required.
Products must have been purchased directly from royalhugge.com.
The return must be approved by RoyalHugge before it is sent back.

Opened, partially consumed, damaged or improperly stored full-size products are not eligible under this guarantee.

Return Shipping

For returns made under the 7-Day Unopened Pack Return Guarantee, customers are responsible for arranging and paying for return postage.

Return postage is not covered or reimbursed by RoyalHugge. We recommend using a trackable delivery service, as RoyalHugge is not responsible for returned parcels that are lost or damaged in transit.

Please do not send any item back before receiving return approval and instructions from us.

Processing Fee

A fixed RM10 processing and restocking fee applies to each approved return under the 7-Day Unopened Pack Return Guarantee. This fee will be deducted from the approved refund amount.

The RM10 fee does not apply when the return is due to a confirmed defective product, delivery damage, an incorrect item, or a fulfilment error by RoyalHugge.

How to Request a Return

To request a return, contact us through WhatsApp:

WhatsApp: 011-1511 7168

Please provide:

Your full name
Order number
Product name
Reason for the return
Clear photos showing that the full-size products remain sealed and unopened

If your request is approved, we will provide return instructions.

Approved returns must be sent to:

RoyalHugge / Red Beat Sdn Bhd
2, Gat Lebuh Macallum
10300 George Town
Pulau Pinang
Malaysia

Items returned without prior approval may not be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is defective, damaged during delivery, or different from what you ordered, contact us as soon as possible through WhatsApp at 011-1511 7168.

Please provide your order number together with clear photos or videos of:

The affected product
The product packaging
The shipping parcel
The courier label

Once verified, we will work with you to arrange an appropriate replacement or refund.

If a return is required because of a confirmed defect, delivery damage, incorrect item or fulfilment error by RoyalHugge, we will provide return instructions and cover the reasonable return postage cost.

Non-Returnable Items

The following items cannot be returned:

Opened or partially consumed full-size food products
Products with broken or removed tamper seals
Products that have been used, altered, damaged or stored improperly after delivery
Products returned outside the applicable return period
Products that do not expressly include the 7-Day Unopened Pack Return Guarantee
Gift cards
Custom, personalised or special-order products

Discounted bundles and promotional items are eligible only when the relevant product page or offer expressly includes the 7-Day Unopened Pack Return Guarantee and all eligibility conditions are met.

Please contact us before purchasing if you are unsure whether a product qualifies.

Exchanges

We do not offer direct exchanges.

If your return is approved, you may place a separate order for the product you prefer after the return has been processed.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the eligible refund, less the applicable RM10 processing and restocking fee, will be issued to your original payment method or another agreed refund method within 10 calendar days.

The RM10 fee does not apply to confirmed defective, damaged or incorrectly supplied items.

Processing times may vary depending on your bank or payment provider.

Return postage paid by the customer is not refundable.

If you have not received your refund within 10 calendar days after we confirm that it has been approved, please contact us through WhatsApp at 011-1511 7168.