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 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, any product that has been personalized, e.g. a personalised engraved identification tag, will not be accepted as a return simply because you have changed your mind.
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.
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:
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.
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 credited to your Petsy account 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.