Return Policy
We want your shopping experience with Paws United Pet Services to be straightforward. This policy explains how return, replacement and refund requests are handled.
At Paws United Pet Services ("P.U.P.S."), we take care in supplying pet products to our customers. If you receive an incorrect, damaged or otherwise eligible product, please contact us promptly so that we can review your request and provide an appropriate resolution in accordance with this policy and applicable law.
Send us your order details and explain the issue with the product.
We may request photographs, packaging details or other information to verify the issue.
Once reviewed, we will advise you about the applicable return, replacement or refund process.
Return Eligibility
A return, replacement or refund request may be considered where applicable, including situations where:
- You received a product different from the product ordered.
- The product was received damaged or defective.
- The product was materially damaged during delivery.
- A sealed product has an issue that makes it unsuitable for use at the time of delivery.
- Another return or remedy is required under applicable consumer law.
Eligibility will depend on the product, its condition, the nature of the issue and the circumstances of the order.
Reporting an Issue
Please inspect your order as soon as reasonably possible after delivery.
If you believe that an item is damaged, defective, incorrect or otherwise eligible for return, contact us promptly at:
- WhatsApp / Phone: +91 8879855818
- Email: info@pawsunitedpet.store
Providing the relevant order details and clear information about the issue will help us review your request efficiently.
If you report a damaged, defective or incorrect item, please keep the product, original packaging, labels and related materials until your request has been reviewed. We may require photographs or other reasonable evidence to assess the issue.
Condition of Returned Products
Unless the return relates to a defect, damage or other issue that prevents this, products approved for return should generally be:
- Unused and in suitable condition.
- In their original packaging where applicable.
- Accompanied by original labels, accessories and included items where applicable.
- Supported by reasonable proof of purchase or order details.
Products that have been unnecessarily used, altered, damaged after delivery or returned incomplete may not qualify for a discretionary return.
Pet Food, Treats and Consumable Products
For hygiene, safety and product-integrity reasons, opened pet food, treats, supplements and other consumable products may not ordinarily be accepted for a change-of-mind return.
If a consumable product is received damaged, defective, contaminated, incorrect or otherwise subject to an applicable legal remedy, please contact us so that the specific issue can be reviewed.
Hygiene and Grooming Products
Certain opened or used grooming, hygiene and personal-care products may not be eligible for a discretionary return due to hygiene and safety considerations.
This may include items that have been opened, used or otherwise cannot reasonably be resold for hygiene reasons.
This restriction does not remove any rights or remedies that may apply where a product is defective, damaged, incorrect or otherwise covered by applicable law.
Non-Returnable Items
Subject to applicable consumer rights, the following may generally not qualify for a discretionary return:
- Opened pet food, treats or consumables where there is no product defect or other qualifying issue.
- Used grooming or hygiene products.
- Products damaged through misuse or improper handling after delivery.
- Products missing essential parts or packaging because of customer handling.
- Products specifically customised or specially ordered for a customer, where applicable.
- Items for which return is restricted for health, hygiene or safety reasons, where permitted by law.
Incorrect Product Received
If the item delivered is materially different from the item ordered, please contact us with your order details and photographs of the product received.
Once the issue is verified, we will advise you regarding the appropriate replacement, return or refund process.
Damaged or Defective Products
If a product arrives damaged or appears defective, please contact us promptly and provide clear photographs or other reasonable information showing the issue.
Depending on the circumstances and product availability, an appropriate resolution may include replacement, return, refund or another remedy required by applicable law.
Replacement
Where a replacement is approved, it will generally be subject to availability of the relevant product.
If the same item is unavailable, we may discuss another appropriate resolution with you, which may include a refund where applicable.
Refunds
Where a refund is approved, it will be processed using an appropriate available method after the relevant return or claim has been reviewed.
The time taken for an approved refund to appear may vary depending on the payment method, bank, payment provider or other financial service involved.
We are not responsible for processing delays caused solely by independent banks or payment providers after a refund has been properly initiated by us.
Return Shipping or Collection
Where a return is approved, we will provide relevant instructions regarding return, collection or delivery of the item, depending on the circumstances and available service.
Responsibility for return-related costs may depend on the reason for the return. Where the return results from an incorrect, damaged or defective product supplied by us, the matter will be handled in accordance with applicable law and the circumstances of the order.
Customers should not send products to an address without first contacting us and receiving return instructions.
Change-of-Mind Requests
Change-of-mind returns are not automatically available for every type of pet product.
Where we choose to accept a discretionary change-of-mind return, eligibility may depend on the product remaining unused, unopened, complete, undamaged and in suitable original condition.
Consumables, hygiene-sensitive products and other restricted items may be excluded from change-of-mind returns where permitted by applicable law.
Orders Through Third-Party Platforms
If your order or payment is processed through an external catalogue, marketplace, payment provider or other third-party service, parts of the return or refund process may also be subject to that platform's procedures.
We may provide reasonable assistance with orders relating to Paws United Pet Services, but independent platforms may control their own payment processing and technical systems.
Manufacturer Warranty
Certain pet accessories, equipment or other products may be covered by a manufacturer's warranty.
Where applicable, warranty claims may be subject to the manufacturer's terms, inspection requirements and warranty procedures. We may provide reasonable assistance with available warranty information where appropriate.
Consumer Rights
Nothing in this Return Policy is intended to exclude, restrict or reduce any consumer right or remedy that cannot legally be excluded or restricted under applicable law.
Where applicable law provides a customer with a remedy that differs from a discretionary provision in this policy, the applicable legal requirement will prevail.
Changes to This Return Policy
Paws United Pet Services may update this Return Policy from time to time to reflect changes in our products, fulfilment practices, services or applicable requirements.
Any updated version may be published on this page with a revised effective date.
Related Policies
This Return Policy should be read together with the other terms and policies available on our website.
Return & Business Information
Need help with a return?
Contact us with your order details and information about the product issue.