Returns & Refund Policy

At Petopia, we aim to deliver quality pet accessories and a smooth shopping experience. Please read this policy carefully before placing an order.

✅ Eligibility for Returns

Returns or replacements are accepted only in the following cases:

  • Product received is damaged
  • Product received is defective
  • Incorrect product delivered

Returns are not accepted for reasons such as change of mind, size issues, color preference, or personal preference.

⏱ Return Window

All return or replacement requests must be raised within 24 hours of delivery. Requests raised after this period may not be eligible.

📸 Mandatory Proof Requirement

To process a return or replacement request, customers must share:

  • Clear photos of the product and outer packaging
  • An unboxing video, wherever applicable

💵 Cash on Delivery (COD) Orders

  • COD orders are not eligible for returns or refunds due to change of mind or preference
  • COD orders are eligible for return or replacement only if the product delivered is damaged, defective, or incorrect
  • Repeated refusal or non-acceptance of COD deliveries may result in COD being disabled for future orders

🔍 Return Approval Process

  • Our team will review the submitted request and proof
  • Upon approval, a replacement or refund will be processed as applicable
  • All approvals are handled in accordance with Indian consumer protection guidelines

💰 Refunds

  • Refunds are initiated only after quality verification of the returned product
  • Approved refunds are processed within 7–10 business days
  • Prepaid order refunds are credited to the original payment method
  • COD refunds, where applicable, are processed via bank transfer or UPI after confirmation
  • Shipping charges and COD fees are non-refundable, unless the return is due to our error

❌ Cancellation Policy

Orders can be cancelled before dispatch only. Cancellation requests are not accepted once the order is shipped.

🚫 Undelivered / RTO Orders

In case of Return-to-Origin (RTO) due to incorrect address, customer unavailability, or refusal to accept delivery, the forward and return shipping charges may be recovered or deducted, and future COD orders may be restricted.

📞 Contact Us

For any return, refund, or order-related queries, contact us at:

📧 support@petopiacare.in
📱 WhatsApp support details are available on our website

⚖ Legal Compliance Note

This policy is drafted in accordance with the Consumer Protection (E-Commerce) Rules, India, and does not affect your statutory consumer rights.

This policy should be read in conjunction with our Shipping Policy.