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.

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. 

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
  6. Cat furniture and scratchers

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.

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. 

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