Return, Exchange & Cancellation Policy

RETURN POLICY

Food, treats, veterinary medicines, prescription products and customised items are generally non-returnable due to safety, hygiene and regulatory requirements, except in cases of damage, defects, wrong product delivery or courier issues.

Due to safety and regulatory guidelines, medicines and veterinary pharmaceutical products are non-returnable unless they are damaged, defective, or incorrect at the time of delivery.

A.)   All products purchased from the Website can be returned to the Seller within 7 (seven) days only in the following circumstances:

• if the product supplied by the Company is damaged, not applicable for edible items or consumable open items.
• the product received is different from the product that was ordered.

B.) Further, Returns by You will be subject to the following conditions:

• The User shall ensure that he/she does not accept the delivery of any product whose original packaging is damaged or tampered in any manner.
• In the event if User, on removing the packaging of the product, finds the product is damaged and/or defective and/or is different from the Product that was ordered (Not applicable for edible items or consumable open items.), User shall immediately intimate the [Customer Care Centre] about such damage and/or defect and/ or difference and the Seller shall arrange for the replacement of the product or refund of price of the product along with shipping charges, if any, collected by the Seller in the unlikely event of the Seller being unable to replace the damaged and/or defective product. For any Refund or Exchange / Replacement of product the relevant provisions of Refund and Exchange shall apply as given here in.
• In case of Cancellation (Return / Replacement) of order after delivery of the product to User, the Seller will arrange pick up of the product to be returned. User will assist and cooperate fully to return the product with its manuals, booklets, warranty card, accessories, freebies and packing materials or any other thing which were delivered to User along with the product being returned. At the time of pickup, the User will be provided with acknowledgement of pick up by the Seller’s/Company’s Logistical Partner. User should retain the said acknowledgment and quote or product the same in all his/her future communications with the Seller in this regard.
• Certain veterinary medicines, prescription diets and regulated products may require valid veterinary prescription verification. Such products are eligible for replacement or refund only in cases of damage, wrong product delivery, expiry concerns, transit issues or verified defects.

REFUND POLICY

A.)   Following are the conditions for a refund

·       Not applicable for edible items or consumable open items.

·       Not applicable if original packaging has been removed i.e. including categories of products mentioned under Grooming, Toys, Pharmacy, Utility & wearables on the website.

B.) In-line with Buyer Protection, when a dispute has been ruled in your favour.

·       Not applicable for edible items or consumable open items.

·       Refunds are processed for eligible orders involving damaged, defective, incorrect or approved return cases according to this policy.

·       Otherwise, refunds shall only be provided in situations where the Seller cannot provide a replacement.

C.) Refund Mode & Condition

You may have made payment for your purchases on the Website either through Online Payment (at the time of ordering the products) (“Online Payment”) or by way of Cash on Delivery (“COD”). Eligible refunds, where applicable, will be processed through the original payment method wherever possible, or through bank transfer / approved refund method when required.

• Online Payment: Refunds for eligible orders will be processed after verification and approval in accordance with this Return & Refund Policy.
• COD: Refunds for eligible COD orders will be processed through bank transfer or any other approved method after verification. Customers may be requested to provide necessary bank details for processing. 
• The User shall be bound by the Return Policy of the Company and acknowledges that refunds are applicable only for eligible cases including damaged, defective, incorrect, transit-damaged or approved return requests.
• Approved refunds are generally processed within 5–7 business days after verification and approval.

D.) No Warranty for Freebies or Gifts.

Free gifts given with any of the product purchased from the Website will not be exchanged and/or covered under any kind of warranty. It is expressly provided that if any products are not available with the Company for an exchange, the money shall be refunded to the User in accordance with the Refund Policy of the Company as set out herein.

E.) Defect in Product

In case of any defect arising after delivery of the product or after usage of the product as the case may be, such defects will be serviced by the respective Seller brand in accordance with respective Seller’s warranty terms. Please see the respective Brand Policy on provision of Defects on respective Brands website or on packaging.

CANCELLATION POLICY

A). Cancellations by Petmedicine.co

PetMedicine.co reserves the right to review, approve or cancel orders depending on order status, stock availability, dispatch stage, prescription verification, regulatory requirements, pricing errors, fraud prevention checks or additional verification requirements. Customers will be informed in case any order is cancelled or requires further information. If payment has already been received for a cancelled order, the amount will be refunded through the applicable payment method.

 B). Cancellations by You

 If cancellation is approved before order processing or dispatch, eligible refunds will generally be processed within 5–7 business days after verification and approval.

We will not be able to cancel orders that have already been processed. Cancellation decisions are made in accordance with applicable policies, prescription requirements and regulatory obligations.