Exchange Charges & Refund Policy

We want you to be happy with your purchase! If you need to exchange an item or request a refund, please read the details below:

1.Exchange Policy:

Eligibility for Exchange:

-You can exchange items within 7 days from the date you receive your order.

-Items must be in their original, unused condition with all tags, packaging, and accessories.

-Certain items like toys, beds & mattresses, food & treats , training essentials, custom-made products  are not eligible for exchange or return

Exchange Process:

-To initiate an exchange, please contact our customer support at customercare@petsempire.in or 9999899281 with your order number and the item you’d like to exchange.

-Once your exchange request is approved, we will guide you on how to return the item and process the exchange.

Exchange Charges:

-An exchange fee of Rs.100 will be charged for each exchange. This fee helps cover handling and processing costs.

-Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

-If you’re exchanging for an item of higher value, you will need to pay the price difference.

-If the exchange is for a product of equal or lesser value, we’ll process the exchange without additional charges.

2.Refund Policy:

Eligibility for Refunds:

-Refunds are available only if the item is defective, damaged, or if you received the wrong item. To request a refund, please contact us at [email/contact details].

-Refunds will not be issued for items returned after [X days] or if the items are used, damaged, or missing parts.

Refund Process:

-If your refund request is approved, the amount will be credited back to your original payment method within 7 days

-Shipping charges are non-refundable. If you received free shipping on your original order, the shipping cost will be deducted from your refund.

Exceptions:

Items not eligible for refund: toys, beds & mattresses, food & treats , training essentials, custom-made products 

If the product is returned because of a customer’s change of mind, exchange or store credit may be offered instead of a refund.

3. Important Notes:

Shipping Costs: Any shipping costs related to exchanges or returns are the responsibility of the customer unless we made an error (e.g., sending the wrong item or a defective product).

Processing Time: Refunds and exchanges are processed within 7 days] after we receive the returned item. You will be notified once the exchange or refund has been completed.

Contact Us:

If you have any questions or need assistance with exchanges or refunds, feel free to contact our customer service team at customercare@petsempire.in or 9891999281