Refund policy
Return, Refund & Cancellation Policy
At The Pet Buddies, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return, Refund, and Cancellation Policy below.
1. Order Cancellation
1.1 Cancellation Before Dispatch
You may cancel your order before it has been dispatched from our warehouse.
To request a cancellation:
- Log in to your account and visit the My Orders section, or
- Contact our Customer Support team via phone, WhatsApp, or email.
If your cancellation request is approved before dispatch, a full refund will be processed to your original payment method within 7–10 business days.
1.2 Cancellation After Dispatch
Once an order has been dispatched, it cannot be cancelled.
However, you may refuse to accept the delivery at the time of arrival. Once the shipment is returned to our warehouse and passes our inspection, the refund will be initiated. Applicable shipping or handling charges (if any) may be deducted from the refund amount.
1.3 Cancellation by The Pet Buddies
In exceptional situations, we may cancel an order due to reasons including, but not limited to:
- Product being out of stock
- Payment verification failure
- Pricing or technical errors
- Delivery service limitations
- Any unforeseen operational issue
If we cancel your order, you will be informed via email or phone, and a full refund will be processed to your original payment method.
2. Return & Replacement Policy
2.1 Eligibility for Return or Replacement
You may request a return or replacement if:
- You receive a damaged, defective, incorrect, or expired product.
- The product is unused and in its original condition.
- The original packaging, tags, accessories, manuals, and invoice are available.
- The request is raised within 48 hours of delivery.
For faster resolution, customers may be asked to provide clear photographs or an unboxing video of the received product.
Returns requested after the specified period may not be accepted.
2.2 How to Request a Return
You can initiate a return by:
- Logging into your account and visiting My Orders, then selecting the order and clicking Return/Replace, or
- Contacting our Customer Support team through phone, WhatsApp, or email.
Our support team will verify your request and guide you through the next steps.
2.3 Return Pickup
If your return request is approved:
- A pickup will be scheduled within 2–5 working days, depending on service availability in your location.
- Please ensure the product is securely packed in its original packaging with all accessories and tags included.
If reverse pickup service is unavailable in your area, you may be requested to self-ship the product. In eligible cases, reasonable courier charges may be reimbursed upon submission of a valid courier receipt.
2.4 Replacement Policy
Replacement is available only for products that qualify under our Return & Replacement Policy.
To be eligible for a replacement, the request must be raised within 48 hours of delivery. The product must be unused, in its original condition, and returned with its original packaging, tags, accessories, and invoice.
Once the returned product is received and successfully inspected, a replacement order will be processed, subject to product availability.
For replacement requests made due to reasons other than our error (where applicable), the customer shall bear the applicable shipping charges for the replacement order.
However, if the replacement request is approved because the customer received a damaged, defective, incorrect, or expired product, and the issue is verified by The Pet Buddies, the replacement will be provided at no additional shipping cost to the customer.
If the requested product is unavailable at the time of replacement, The Pet Buddies reserves the right to offer either:
- a full refund, or
- an alternative product of equivalent value, subject to the customer's approval.
3. Refund Policy
3.1 Refund Processing
After the returned product is received and successfully inspected, your refund will be processed.
Refunds are generally completed within 7–10 business days and credited to the original payment method.
For Cash on Delivery (COD) orders, refunds will be processed through bank transfer or another approved digital payment method after receiving valid account details.
Please note that the actual credit timeline may vary depending on your bank or payment provider.
3.2 Partial Refunds & Deductions
Shipping charges, handling fees, or other applicable deductions may apply in the following situations:
- Delivery is refused after dispatch.
- The return is not due to a product defect or our error.
- The returned product is incomplete, damaged by the customer, or missing original packaging/accessories.
The applicable deduction, if any, will be communicated before processing the refund.
4. Non-Returnable Products
The following products are generally not eligible for return, replacement, or refund unless they are received damaged, defective, incorrect, or expired:
- Opened or used pet food and treats
- Opened supplements
- Grooming and hygiene products (including shampoos, wipes, diapers, and similar items)
- Medicines or veterinary prescription products
- Customized or personalized products
- Perishable products
- Gift cards, vouchers, or promotional coupons
5. Important Notes
- Products found damaged due to misuse, negligence, improper handling, or normal wear and tear will not qualify for return or replacement.
- The Pet Buddies reserves the right to inspect the returned product before approving any refund or replacement.
- Refunds or replacements are subject to verification and compliance with this policy.
- This policy may be updated from time to time without prior notice.
For any questions or assistance, please contact our Customer Support team. We are always happy to help.
6. Customer Support
If you have any questions regarding your order, cancellation, return, replacement, or refund, our Customer Support team is available to assist you.
WhatsApp: +91 72407 81399
Email: thepetbuddies4@gmail.com
Support Hours: 24 Hours a Day, 7 Days a Week (24×7)
We strive to respond to all customer queries as quickly as possible and ensure a smooth shopping experience.