Return, refund and cancellation policy

Return & Refund Policy for Medicines:

At Paws & Tails, your satisfaction is our top priority. We strive to make the process of cancellations, returns, and refunds as simple and hassle-free as possible. We have a strict "No Returns" policy for all medicine and cold chain mentained products. 

This policy is in compliance with regulatory guidelines and ensures the safety and quality of our products.

Reasons for this policy:

- Medicines and cold chain mentained products are non-returnable and non-refundable due to their perishable nature and strict storage requirements.
- Once a medicine is dispensed, it cannot be resold or reused.

Cancellations by Paws & Tails

In rare situations where we need to cancel an order due to reasons such as:

• Product out of stock

• Delivery service unavailable at your pin code

• Product damaged or lost in transit

—we will initiate a full refund without any deductions within 2–3 business days through the original mode of payment.

We take great care in packaging your orders securely using sturdy corrugated boxes, bubble wraps etc to prevent any damage during transit. We also maintain accurate inventory and prompt dispatch systems to minimize the chances of such cancellations.

Cancellations by the Customer

You have the right to cancel your order before or after it is shipped.

To request a cancellation, please contact us at:
contact@pawsandtails.com  & +91-7003440878 (Call/Text/WhatsApp)
Please mention your Order ID in all communications. (Calls are preferred for quicker processing.)

Refund Process

Refunds for prepaid orders will be processed through the original mode of payment within 3–4 business days, based on the following cases:

a) Before Order is Shipped

If you wish to cancel before your order has been dispatched (for reasons such as change of mind, accidental purchase, etc.), we will issue a full refund within 2–3 business days.
For orders above ₹2000, a 2% transaction fee + GST may be deducted (this is a bank charge, not levied by us).

b) After Order is Shipped

If you cancel after the order has been shipped (e.g., wrong product ordered, change of plan, incorrect address, unavailable to receive delivery, etc.), the refund will be processed after deduction of:

• 2% transaction fee + GST, and

• Applicable one-way shipping charges for heavy-weight parcels (above 2.5 kg).

If an order is returned to us due to incorrect delivery details or failed delivery attempts, the same deductions will apply before processing your refund.

Exceptions:

-If you receive a damaged or incorrect product, please contact our customer support team within 24 hours of delivery. To facilitate a smooth resolution, kindly provide:

- Video Proof: A clear video recording of the package opening, showing the damaged or incorrect product.
- Order Details: Your order number, product name, and a brief description of the issue.

Our customer support team will investigate the matter and provide a suitable solution, which may include a replacement or refund, depending on the circumstances. We're here to help and ensure your satisfaction with your purchase.

• Reach out to our team within 11 A.M to 7 P.M for resolution of any issue as mentioned above. We will investigate and provide a suitable solution, which may include a replacement or refund.
  - Product Recall: In the event of a product recall, we will notify affected customers and provide instructions on how to proceed.

Return/ replacement/ refund for :

Standard 2-dayS return policy is applicable for all returnable products with seal intact and in original packaging. At times, we accept returns even after 2 days of delivery provided the parcel/ product is unopened/unused and the reason for the return is genuine.

a)Damaged goods/ wrong product received- In case product shipped is received as damaged / wrong product shipped (videography proof needed) which again is very rare, we arrange for immediate return and replacement/ refund without return as per customer choice.

For most pin codes where pickup facility is available, we pick the wrong/ damaged item from the customer’s premises and customer is given the choice of either refund/ replacement as his/her discretion. In case customer location is very remote with no pick-up facility available, customer needs to ship the item back to us for a refund. All refunds are processed within 2 business days without any deduction. Costs conceded by the customer in case of sending back where pickup facility is unavailable are also reimbursed by us in addition to the order amount.

All our shipments carry Transit Insurance which enables us to give full refund up to any value or replacement as per customer’s wish for shipments lost in transit by courier.

b)Customer remorse –  For consumable products like food packets, medicines, supplements etc where right undamaged product is delivered, return/refund won’t be given if product seal is opened by customer to try it and then want to initiate return. If seal is intact or parcel unopened, we will take return and refund up to 2 days of delivery.

For products like dog collars and other non-perishable products, we provide return/exchange facility if there is size mismatch or color changes. We bear the cost of getting the item picked up from the customer and then refunded full/ replaced as per customer choice. Also both perishable & non-perishable products, we provide 2-day return window from the date of delivery.

c)Low-expiry/expired goods received – Our packers and pharmacists double-check everything, including ‘best before’ & expiry dates before shipping.

Still, If you receive a totally expired product or a low-expiry product or exp date different from what is mentioned in a product purchase bill, please WhatsApp us an image of the batch number and expiry date of the product received. New batch with long expiry date will be shipped immediately & delivered to your address or a full refund initiated as per your wish or if a newer batch is not available with us at that time(full refund without any return) 

Importance of consulting a healthcare professional:

Before purchasing medicines online, we recommend consulting a registered veterinarian to ensure you're getting the right medication for your pet. They can provide personalized advice and guidance.

Your Order Cancellation Rights:

You may cancel any order before the dispatch of the item has taken place. Or else you may call us at +91 7003440878 or email us at contact@pawsandtails24.com to initiate cancellation.    

Returning Goods:

You are responsible for the cost and risk of returning the goods to Us. You should send the goods to the following address:

B-14/19(S), Buddhapark, Kalyani, Nadia, West Bengal

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Contact Us:

If you have any questions or concerns about our return policy or any other matter, please don't hesitate to contact our customer support team:

[+91-7003440878]
[contact@pawsandtails24.com]

We're here to help and provide assistance whenever you need it.