Monday to Friday 10am - 7pm (IST)
Saturday 11am - 4pm (IST)
Petsy exists with one purpose: to help ordinary pet parents become extraordinary pet parents. We make every effort to ensure our product range is diverse, sourced locally from India and overseas, to meet yours and your pet’s needs.
This policy is to give you comfort that, subject to the conditions below, if any product purchased from Petsy is defective or not suitable for you/your pet, we will happily repair or replace the product or offer you a store credit for your return.
If you change your mind on a product you have purchased from us within 7 days of the order being delivered, you can return it to us for an exchange or a store credit, provided the product and associated packaging received by Petsy is in its original condition and is re-saleable.
In the event you have placed an order and wish to cancel it before the shipment has been dispatched, please note that a store credit will be provided.
We do not provide any refunds for returns / exchanges.
The following items are not eligible for returns or exchanges unless the item has been received by the customer in a damaged or faulty condition.
However, please note the list above is not exhaustive. There may be other individual products which are non-returnable unless damaged. Products pages outline whether that product is returnable or not.
Petsy's discretion for non-returnable items
In the event that the item is non-returnable, it will be at the discretion of Petsy to accept a return or not. In that case, a return fee may apply and this would amount to the delivery fee incurred to organise the return or otherwise deemed appropriate by Petsy. This would be communicated to you at the time of processing the return request for your approval before confirming the return or exchange.
In addition to the above, returns or exchanges will not be accepted in the following circumstances:
Note that in case the product for exchange is unavailable, a store credit will be offered.
Receiving a return item
Please note, if we do receive an item without the original packaging or if the product is received damaged or dirty or used, there will no store credit issued to you or the product exchanged (unless defective). You will have the option of having the item shipped back to you at your own cost, otherwise the product will be donated.
This will be determined at the time the product is received at the Petsy warehouse for investigation.
Orders rejected upon delivery
Please note that if you reject an order upon delivery, no refunds would be issued. A store credit will be issued once the returned parcel has reached our warehouse and has been investigated. If there is any damage to the item, or the item is lost in transit for return, you would be responsible for the same. Petsy has full discretion on treating this on a case by case basis for any alternative resolution.
Please note in this case, any shipping fees and return shipping fees will be deducted from any store credit that is issued.
How will I receive this?
A store credit is provided by way of a coupon code. The coupon code will not work with any other discount codes or bundles/combo deals applied and will only be valid for 1 month.
Please note, when using your coupon code, please ensure that it is used in a single transaction as any leftover amount would not carry forward.
When will I receive this?
After you have placed your return request, your exchange/store credit will only be issued once we have received the product in our warehouse. This can take anywhere from 2-3 days in Mumbai to 8-14 days for outside Mumbai depending on the courier.
Amount of store credit
If you have used a coupon code in your initial purchase, then please note this amount will not returned by way of a store credit. The only amount that would be provided as a store credit would be the amount applicable paid by you over and above any coupon applied.
The delivery fees paid by you in the initial purchase are not eligible for any store credit. The store credit is strictly limited to the price of the product.
Whilst your first exchange is free, and subsequent exchanges on the same order will attract a delivery fee of flat Rs 100 and would be offset against your store credit.
Please log your return request through our returns portal here and we will get in touch with you from there on processing your request.
If for some reason we are unable to have the item picked up from your location, it will be your responsibility to ship the item to us at the following address:
3 Gujarat Industrial Estate, Opp ICIC bank,
66, Vishveshwar Nagar Rd, Churi Wadi,
Mumbai, Maharashtra 400063
Once the item has been received at our warehouse, we can process the return/exchange for you. Please note any delivery fees incurred by you in returning the items are at your own cost and non-refundable by Petsy.