Two categories. Two policies.
What we sell falls into two very different things, so one rule would not be honest for either. Apparel gets a free size exchange within 7 days and a free refund within 14 days if unworn, because sizing a dog from a website is hard. Supplements get thirty days, because you cannot judge a probiotic in a weekend.
Last updated 21 September 2026
Free size exchange
On apparel, within 7 days of delivery. Free refund within 14 days if unworn. No restocking fee, and we pay the courier in Peninsular Malaysia.
Day returns
On supplements. Returnable within 30 days, and an opened pouch is fine.
Working days to refund
Back to the card or wallet you paid with, once the return is checked.
Which one applies to you
Find your order below. Everything after this section is the detail behind these two boxes.
Free size exchange within 7 days, free refund within 14 days if unworn
Unworn, unwashed, tags on. We arrange and pay for the pickup in Peninsular Malaysia and send the new size the day the original reaches us.
A change of mind gets a free refund within 14 days if unworn, with return postage at your cost.
30-day returns
Returnable within 30 days of delivery. The pouch can be open and part-used — that is the point of a guarantee on something you have to actually try.
Refund goes back to your original payment method. You do not have to post the pouch back unless we ask.
One free size exchange
Within 7 days of delivery you may exchange any garment once for a different size, free of charge, within Peninsular Malaysia. We arrange and pay for the pickup. There is no restocking fee.
The item must be unworn, unwashed, free of hair and odour, and still have its tags attached.
For East Malaysia and Singapore the exchange itself is still free, but return postage is at your cost.
30-day returns
Buy LOE Paws Daily Probiotic, give it to your dog or cat, and if you are not happy with it for any reason at all, tell us within 30 days of delivery and we refund it in full.
No questions, no form, no proof required. An opened, part-used pouch is fine — a guarantee you can only claim on an unopened box is not a guarantee, it is a technicality.
Faulty, damaged, or not what you ordered
Tell us within 14 days of delivery and we will replace the item or refund it in full — including any delivery charge you paid.
Send a photograph of the fault with your order number. We will not ask you to post it back before we act on it. For a supplement, do not give any more of it to your pet until we have replied.
Change of mind
Within 14 days of delivery, unworn and with tags attached, you may return a garment for a free refund.
Return postage is at your cost unless the fault was ours, and the original delivery charge is not refunded. Supplements do not need this section — the 30-day guarantee already covers a change of mind.
What we cannot take back
- Anything worn outdoors, washed, or returned carrying hair, dirt or odour
- Items returned without tags
- Items returned more than 14 days after delivery
- Items bought at a final-sale price, where that is stated on the product page
None of this applies to supplements. An opened pouch is explicitly covered by the guarantee in section 02.
Refund timing
Once we have the return — or, for a supplement guarantee claim, once we have your message — refunds go back to the original payment method within 5 to 7 working days.
How quickly that appears on your statement is up to your bank or e-wallet provider, not us. If it has been longer than ten days, message us and we will chase it.
Your statutory rights
Nothing on this page limits your rights under the Consumer Protection Act 1999 or the Sale of Goods Act 1957 of Malaysia.
If a product is not of acceptable quality, or does not match its description, those rights apply regardless of what this policy says.
Three steps, one working day
No forms to print, no returns portal, no automated loop. You message a person and a person answers.
Email us
Send your order number, which item, and whether you want an exchange or a refund to theloeandloe@gmail.com. Instagram DM works just as well.
We reply the same working day
Monday to Friday. For an apparel exchange in Peninsular Malaysia we arrange the courier and pay for it. For a guarantee claim on the probiotic there is nothing to arrange — we just refund it.
New size out, or money back
Exchanges ship the day we receive the original. Refunds are issued within 5 to 7 working days.
The rest of the fine print
All of it short, and all of it written to be read.
Shipping & Returns
Delivery times across Malaysia and Singapore, and the free-delivery threshold.
Terms & Conditions
Pricing, orders, discount codes, fit and safety, liability and governing law.
Privacy Policy
What we collect, why, and what we never do with it.
Contact
Every way to reach us, plus the assistant that answers sizing questions on the spot.
Ask first. It is cheaper for both of us.
A question before you order costs nothing. An exchange after costs a courier run. Send us your dog's chest measurement and we will tell you the size.
Message us