Return & Refund Policy
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.
Reasons for This Policy
- Medicines and cold chain maintained 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, or 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.
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:
Please mention your Order ID in all communications.
Refund Process
Refunds for prepaid orders will be processed through the original mode of payment within 3–4 business days.
a) Before Order is Shipped
Full refund within 2–3 business days. For orders above ₹2,000, a 2% transaction fee + GST may be deducted (this is a bank charge, not levied by us).
b) After Order is Shipped
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).
Damaged or Wrong Product Received
Please contact our customer support team within 24 hours of delivery with:
- Video Proof: A clear unboxing video showing the damaged or incorrect product.
- Order Details: Your order number, product name, and description of the issue.
We will arrange an immediate return and replacement or refund at zero return cost to you. All our shipments carry Transit Insurance for full coverage.
Standard Return Policy
a) Damaged / Wrong Product
We arrange immediate return and replacement or refund. For remote areas without pick-up facility, return shipping costs borne by the customer will be fully reimbursed.
b) Customer Remorse
For consumable products (food, medicines, supplements), returns are not accepted once the seal is opened. If unused and seal intact — returns accepted within 7 days of delivery.
For non-perishable items (collars, accessories), returns or exchanges accepted for size mismatch or color changes. We bear pick-up costs.
c) Low-Expiry / Expired Goods
If you receive an expired or low-expiry product, WhatsApp us an image of the batch number and expiry date. A fresh batch will be shipped immediately, or a full refund will be issued — without returning the product.
Returning Goods
You are responsible for the cost and risk of returning goods to us unless the return is due to damage or incorrect product. Please send goods to:
We recommend an insured and trackable mail service. We cannot issue a refund without receipt of the goods or proof of return delivery.