At petsNyou, your satisfaction matters to us. We aim to ensure that every product you purchase meets your expectations. This Return & Replacement Policy outlines when and how you can request returns, replacements, or support.
Eligibility for Returns

You may request a return or replacement if:

The product is damaged upon delivery

The product is defective or not functioning as described
You received the wrong product

The product is missing parts or accessories

The product is expired or compromised (for perishable pet items)

To be eligible, you must:

Raise a return request within 48 hours of receiving the product

Provide photos/videos of the issue for verification

Ensure the product is in original condition with packaging, tags, and labels intact

Non-Returnable Items

Certain items cannot be returned due to hygiene, safety, or regulatory reasons:

Pet food (opened packages)

Treats and supplements

Grooming tools used once

Personalised/customized items

Litter, sanitary products

Gift cards or discount coupons

If the item delivered is damaged, defective, or expired, exceptions may apply.

Return Process

Follow these steps to initiate a return:

Contact us via email or support form within 48 hours of delivery

Share your order ID and photos/videos of the issue

Our support team will review your request within 24–48 hours

If approved, we will arrange a pickup through our courier partner

Once the product is received and inspected, we will process a replacement or refund

Replacement Policy

Replacements will be offered when:

The exact item is still in stock

The issue is verified as legitimate

The product is returned in acceptable condition

If replacement is not possible (out of stock or discontinued), we may offer:

Store credit

Refund

Exchange for another product of similar value

Refund Policy

Refunds will be processed only after:

The returned product reaches our warehouse

It passes quality check

Return eligibility is confirmed

Refund timeline:

Online Payments (UPI/Card/Net Banking): 5–7 business days

Wallet/Store Credit: Instant once approved

Shipping charges are non-refundable unless the return is due to our error (wrong/damaged item).