Returns Policy

Repair, Replacement & Refunds

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.

What is the Petsy Refund Policy?

At Petsy, we do not provide any refunds for returns / exchanges. 

If you change your mind on a product you have purchased from us within 14 days of the purchase and we will happily provide you with a store credit for the original purchase price of that product (i.e. the amount that you paid for it), provided the product and associated packaging received by Petsy is in its original condition and is re-saleable.

However, please note that we do not accept returns or exchanges on toys and any product that has been personalized, e.g. a personalised engraved identification tag, unless the item is faulty or damaged. 

What is Petsy’s Shipping/Delivery Fee Refund Policy

In the case of “change of mind” returns, the shipping/delivery charges will not be refundable and any costs incurred in returning the item to Petsy will be borne by you.

In the case of damaged/faulty goods (provided we agree that the product is damaged or defective and unlikely to have occurred through abnormal use of the product), any delivery charges borne by you, will be refunded by way of store credit. In this case, delivery charges will only be refundable upon proof of a delivery invoice. In the absence of such proof, refunds of delivery charges will be at Petsy’s sole discretion.

Faulty or damaged products

If the product is defective or damaged in transit, return the product within 14 days and (provided we agree that the product is damaged or defective and unlikely to have occurred through abnormal use of the product) we will, with your agreement, replace the product with an identical product. If we are unable to do so, we will, with your agreement, provide a store credit for the purchase price (and delivery cost, if any).

If however, you return the product more than 14 days after purchase, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or store credit.

As part of any assessment, we look at:

  1. The type of fault i.e. minor or major depending on whether the product is repairable.
  2. If the product has been damaged through abnormal use i.e. incorrect use by you, in which case, if repair is possible, it would be at your direction and cost.

At each stage you would be notified of our assessment, and we will proceed with the next step i.e. repair, replace or provide a store credit with your agreement. In some cases, a store credit may be automatically applied.

How do I initiate a refund for my return - order?

Please log your return request through our returns portal here and we will get in touch with you from there on processing your request. 

How long will the return take to process?

We aim to make this process as easy as possible for you. Once we have received your parcel, we will access the product and get back to you accordingly within 2 working days of your return arriving back to us. At this stage, we will provide you with an outcome of our assessment and we will proceed with the next step i.e. repair, replace or provide a store credit with your agreement.

In the case of store credit, this can be provided within 1 working day, whilst a repair/replacement of product may take additional time depending on third party repair timeframes and in the case of replacement, whether the product is in stock at that time.

How will I receive my store credit?

In the event that a store credit is awarded, this will be 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 left over amount would not carry forward.

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