Return and Refund Policy

This Return and Refund Policy (“Policy”) governs cancellations, returns, replacements and refunds for products purchased through Pawmax/Petly, owned and operated by Petly Ventures Private Limited (“Company”, “We”, “Us” or “Our”) via www.petly.co.in and related channels (the “Platform”).

By placing an order on the Platform, you agree to this Policy, along with the Terms and Conditions and any other applicable Platform Policies.

1. Overview

1.1 We aim to maintain a fair and transparent process for order cancellations, returns, replacements and refunds, subject to the conditions set out in this Policy.

1.2 Please review the product details carefully before placing your order, including product description, size, quantity, ingredients, usage, and whether the product is eligible for return or replacement.

If you have any questions regarding this Policy, you may contact us via Email at [email protected] .

2. General Refund Information

2.1 Refunds, if approved under this Policy, will be processed only after verification of the returned product or confirmation of the relevant issue, as applicable.

2.2 The following general conditions apply:

Gift cards are non-refundable.
A valid proof of purchase, such as an invoice, order confirmation or receipt, may be required to process your request.
Refunds will be made to the original payment method used at the time of purchase, subject to payment gateway and banking timelines.
Platform fees, charged to you are non-refundable.

3. Order Cancellation

3.1 You may cancel an order only before the product has been dispatched.

3.2 To request cancellation, you may contact us at [email protected] or (+91) 9903758801.

3.3 Once an order has been dispatched, cancellation may not be possible. In that case, you may follow the return process, if applicable under this Policy.

3.4 If a cancellation request is approved, any amount paid by you for that order will be refunded to the original mode of payment, subject to the processing timelines of the bank, payment gateway or card issuer.

4. Returns, Replacements and Refunds

4.1 Return period: You may request a return, replacement or refund within 10 days of receiving the product, for any of the following reasons (each a “Valid Reason”):

(a) a wrong product was delivered;

(b) the inner packaging or seal of the product is broken or damaged;

(d) you received an expired product;

(e) the size, quality or description of the product does not match the images or description on the Platform; or

(f) the product was delivered later than the schedule shown to you at the time of purchase, unless the delay was solely due to events beyond our reasonable control.

4.2 If your product is missing from the delivery or is lost in transit, you must notify us within 10 days of delivery or of the expected delivery date, as the case may be.

4.3 You may raise a request by contacting us at [email protected] or (+91) 9903758801.

4.4 We may ask you to provide supporting details, such as:

order number;
invoice or receipt;
product photographs or videos;
a description of the defect, damage or mismatch; and
any other information reasonably required for verification.

4.5 Once the returned product, if applicable, is received and inspected by us, we will inform you whether your request has been approved or rejected. Approval is subject to verification by our team and, where applicable, the Seller.

4.6 If approved, the refund or replacement will be processed in accordance with this Policy and applicable law.

4.7 Replacements are subject to availability. If a replacement is not available, you may choose a refund.

4.8 Claims raised after the timelines in this clause may not be accepted, except where applicable law provides otherwise.

5. Inspection

Please inspect your order immediately upon receipt, and report any problem within the period stated in clause 4 so that we can investigate and resolve it.

6. Conditions for Return

6.1 To be eligible for return or exchange, the product must generally:

be unused and unworn;
be in the same condition in which it was received;
be in its original packaging; and
have all original tags, labels, accessories and seals intact, where applicable.

6.2 This condition does not apply where the product was wrong, damaged, defective, expired or not as described.

6.3 Products that show signs of use, tampering, missing parts or improper handling may be rejected for return, where permitted by law.

7. Non-Returnable Products

7.1 The following product categories are not eligible for return, refund or exchange, unless the product was received in a damaged, defective, expired, spoilt or wrong condition, is not as described, or was delivered late as described in clause 4.1, or unless required by applicable law:

Food and treats
Bedding, mats and travel supplies
Cat litter
Health and wellness products
Grooming and grooming supplies
Bowls and feeders
Toys
Opened or partially used units in a combo or multi-pack product

7.2 In the case of combo or multi-pack products, if one or more units are opened, used or consumed, return, refund or exchange requests for the opened or partially used units will not be accepted.

7.3 For hygiene, safety and quality reasons, certain other categories may be marked as non-returnable on the product page. The product-specific terms shown at the time of purchase will then apply.

8. Return Shipping

8.1 Where a return is approved, return logistics will be arranged by us or by our authorised logistics partner. We will take care of getting the package back, and you will not be charged for return pick-up on a return for a Valid Reason.

8.2 Where return pick-up is arranged by us, you must ensure that the product is properly packed and ready for pickup.

8.3 Shipping charges paid on the original order are non-refundable, unless the return is for a Valid Reason attributable to our error or the Seller's error, such as dispatch of a wrong, damaged or defective item, or unless otherwise required by law.

9. Refund Processing

9.1 Approved refunds will be processed to the original mode of payment wherever possible.

9.2 Refund timelines may vary depending on payment gateway processing time, bank or card issuer timelines, transaction method and verification requirements.

9.3 We are not responsible for delays caused by banks, payment processors or other third-party service providers.

10. Rejection of Requests

We may reject a cancellation, return, replacement or refund request if:

the request is made after the applicable timeline;
the product is not eligible under this Policy;
the product is used, damaged, altered or has missing parts after delivery;
the claim is incomplete, false or unverifiable; or
the request violates this Policy or any applicable law.

11. Amendment

We reserve the right to amend or update this Policy from time to time. Any revised version will be posted on the Platform and will take effect from the date specified in it. Changes do not apply to orders already placed.

12. Contact Us

For questions, cancellations, return requests or refund-related concerns, please contact:

Email: [email protected]

Phone: (+91) 9903758801

Website: www.petly.co.in