Return & Refund Policy

Welcome to PET PAWS!

At PET PAWS, customer satisfaction and the well-being of your pets are our priorities. We carefully select our pet products to provide a reliable shopping experience. However, we understand that sometimes a product may not meet your expectations or may arrive damaged, defective, or incorrect.

Our Return & Refund Policy explains the conditions, procedures, and timelines for requesting returns, replacements, and refunds for purchases made through https://thepetpaws.in/.

1. Return Eligibility

Customers may request a return within 7 days of receiving their order, subject to the following conditions:

• The product must be unused, undamaged, and in its original condition.

• The product must be returned with its original packaging, labels, tags, manuals, and accessories, wherever applicable.

• A valid order number or proof of purchase must be provided.

• The product must qualify for return under its category-specific conditions.

• Products received in damaged, defective, incorrect, or incomplete condition should be reported promptly with supporting photographs.

All return requests are reviewed by our customer support team. Eligibility is subject to product condition, the nature of the concern, and applicable consumer protection laws.

2. Non-Returnable Products

For hygiene, health, and safety reasons, certain pet products may not be eligible for returns due to a change of mind.

These include:

• Opened pet food, treats, supplements, and nutritional products.

• Used grooming tools and personal hygiene accessories.

• Opened healthcare, veterinary, and wellness products.

• Used pet bedding, clothing, collars, and similar accessories.

• Perishable items and products with compromised packaging or seals.

• Products damaged due to improper handling, storage, or misuse after delivery.

If a product is received damaged, defective, expired, or different from what was ordered, customers may still contact us for an appropriate resolution, including a replacement or refund where applicable.

3. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, missing, or incorrect product, please contact our support team within 48 hours of delivery, wherever possible.

To help us resolve the issue efficiently, please provide:

• Your order number.

• Clear photographs of the product.

• Photographs of the packaging and shipping label.

• A brief description of the problem.

• An unboxing video, if available.

Once our team reviews the information, we may arrange a replacement, return pickup, or refund, depending on the circumstances and product availability.

A missing unboxing video does not automatically make a valid complaint ineligible.

4. How to Request a Return

To initiate a return or replacement request:

Step 1: Contact our customer support team at support@petpaws.in with your order details.

Step 2: Explain the reason for the return and attach relevant photographs, if required.

Step 3: Our support team will review your request and communicate the next steps.

Step 4: If your return is approved, we will share the available pickup or shipping instructions.

Step 5: Once the returned product is received and inspected, we will process the applicable refund or replacement.

Please do not send products back without receiving return instructions from our support team.

5. Refund Policy

Once an eligible return has been received and inspected, we will inform you whether the refund has been approved.

Approved refunds will normally be initiated within 5–7 business days after approval.

• Prepaid Orders: Refunds will generally be issued to the original payment method.

• Cash on Delivery Orders: Refunds may be processed through bank transfer or another mutually agreed method.

• Partial Refunds: Partial refunds may be offered where appropriate and agreed with the customer.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment service provider.

Any deduction from a refund will be communicated in advance and applied only where permitted.

6. Exchange & Replacement Policy

We may offer a product replacement in the following circumstances:

• The delivered product is damaged or defective.

• An incorrect product has been delivered.

• An item is missing from the order.

• The product has a verified manufacturing defect.

Replacements are subject to product availability.

If an identical replacement is unavailable, our team will discuss an alternative replacement or an eligible refund.

7. Return Shipping Charges

Return shipping costs depend on the reason for the return.

• Damaged, defective, or incorrect products: PET PAWS will cover reasonable return shipping costs for approved claims.

• Change-of-mind returns: Customers may be responsible for applicable return shipping charges, where such returns are accepted.

• Other eligible returns: Any applicable pickup or shipping charge will be communicated before the return is arranged.

Customers should use the return instructions provided by our support team to avoid unnecessary shipping expenses.

8. Order Cancellation

Customers may request an order cancellation before the order has been dispatched.

To request cancellation, contact support@petpaws.in with your order number.

If your order has already been shipped, cancellation may not be possible. However, eligible products may be returned according to this policy after delivery.

For eligible prepaid cancellations, refunds will be processed to the original payment method.

PET PAWS reserves the right to cancel an order due to product unavailability, payment verification issues, delivery restrictions, or other genuine operational reasons. If payment has already been collected for a cancelled order, an appropriate refund will be arranged.

9. Delayed or Missing Refunds

If your refund has been approved but has not yet appeared in your account:

1. Check your bank account or original payment method.

2. Contact your bank or payment service provider, as processing times may vary.

3. If the refund is still missing, contact support@petpaws.in with your order details.

Our support team will help you track the refund status.

10. Important Terms

• Return requests must include accurate order and customer information.

• Products should be securely packed for return shipping.

• Refunds and replacements are subject to reasonable verification.

• Promotional offers, bundled products, and discounted purchases may have additional clearly disclosed conditions.

• Any manufacturer warranty will be handled according to its applicable terms.

• Nothing in this policy limits or excludes statutory consumer rights available under Indian law.

11. Contact Information

For questions regarding returns, refunds, exchanges, or cancellations, please contact:

PET PAWS — Customer Support

Website: https://thepetpaws.in/

Email: support@petpaws.in

Phone: +91 9211424613

Location: Jaipur, Rajasthan, India

We are committed to helping you resolve genuine product-related concerns and making your shopping experience with PET PAWS smooth and reliable.