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Returns Policy

Returns Policy

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.

In Summary

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.

We do not provide any refunds for returns / exchanges. 

Cancellation of Orders

In the event you have placed an order and wish to cancel it before the shipment has been dispatched, please notify our customer service team on WhatsApp via 7506839062 or via email on info@petsy.online. If the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / store credits will be issues for orders placed on cash on delivery that are rejected at the time of delivery.

Please note that once an order has been dispatched, we cannot cancel the order. You can choose to accept the delivery, or alternatively reject the delivery / refuse to accept. Once the order has been returned to us, if the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / store credits will be issues for orders placed on cash on delivery that are rejected at the time of delivery.

Return Eligibility

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.

  1. Edible and perishable items such as food, treats, supplements.
  2. Toys
  3. Any personalised product e.g. personalised engraved identification tag
  4. Bedding, crates, pens e.g. mats, beds, blankets, tipi tents etc.
  5. Cat litter, trays & accessories
  6. Cat furniture and scratchers
  7. Grooming Products

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:

  1. Any return request that is submitted post 7 days of the order being delivered
  2. The product has been used or altered in any way or form
  3. The product has been damaged through abnormal use i.e. incorrect use by you
  4. The returned product does not have the original packaging, labels etc or if the original packaging has been damaged e.g. torn.

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. 

Store Credit

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.

Return Process

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,
Goregaon East,
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.