Return & Refund Policy

Last Updated: July 2024 | Effective Date: July 2024

1. Return Window

2. Returnable Products

2.1 Conditions for Returnable Items

Products are returnable ONLY if they meet ALL of the following conditions:

2.2 Non-Returnable Items

The following items are NON-RETURNABLE under any circumstances:

3. How to Initiate a Return

Step 1: Submit Return Request

1. Send email to: info@pawsunitedpet.store
2. Subject: "Return Request - Order #[Order Number]"
3. Include your Order ID and reason for return
4. Response within 24-48 hours

Step 2: Get Return Authorization

1. We'll review your request and provide Return Authorization (RA) number
2. Include RA number on the return package
3. Receive return shipping instructions and address

Step 3: Pack and Ship

1. Carefully pack the product in its original packaging
2. Include RA number inside and outside the package
3. Ship to return address at YOUR cost
4. Keep tracking proof for your records

Step 4: Verification and Refund

1. We receive and inspect the returned product
2. Verification typically takes 5-7 days
3. If approved, refund processed to original payment method
4. Bank processing time: additional 3-5 working days

4. Refund Processing

4.1 Refund Timeline

Step	Timeline
Return Request Submitted	Within 7 days of delivery
Return Authorization Provided	24-48 hours
Product Received by P.U.P.S	Typically 5-7 days (depends on courier)
Product Verification	5-7 business days
Refund Approval & Processing	1-2 days after verification
Bank Credits Refund Amount	3-5 working days

⚠️ Total Timeline: Typically 15-30 days from return request to refund receipt

4.2 Refund Method

• Credit Card: Refunded to original card account (3-5 working days)
• Debit Card: Refunded to original account (3-5 working days)
• Net Banking/UPI: Refunded directly (1-2 working days)
• E-Wallet: Refunded to wallet account (1-3 working days)

4.3 Non-Refundable Components

• Original Shipping Charges: Not refunded
• Return Shipping Charges: Customer's responsibility (customer pays to ship back)
• Payment Gateway Fees: Not refunded (if any)
• Taxes/GST: Refunded as applicable by law

5. Exchange vs. Refund

5.1 Product Exchange (Recommended)

• Exchange for another product of EQUAL OR GREATER VALUE
• Return shipping covered by P.U.P.S (free return label)
• Faster process (no refund wait)
• Free replacement shipping
• Same 7-day window applies

5.2 Refund for Downgrade

• If exchanging for lesser value, the difference may not be refunded
• Storage and restocking fees may apply (10% of product value)
• Request exchange/downgrade during return process

6. Damaged or Defective Products

6.1 Damage Claim Process

• Reporting Timeline: Report within 48 hours of delivery
• Required Evidence: Clear photos of damage and original packaging
• Include: Order ID, Order number, and damage description
• Send to: info@pawsunitedpet.store

6.2 Resolution for Damaged Items

• Option 1: Free replacement (if in stock)
• Option 2: Full refund (including original shipping)
• Option 3: Exchange for similar value product
• FREE Return Shipping: P.U.P.S provides free return label
• No Refund Deduction: No restocking fees for defects

7. Defective Products

7.1 Manufacturing Defects

If product has manufacturing defects (not caused by misuse), we will:

• Replace the product at NO COST
• Provide free return label for defective item
• Ship replacement immediately upon return receipt
• No questions asked (assuming proper usage)

7.2 Warranty Claims

• Manufacturer warranty is separate from our return policy
• For warranty claims, contact manufacturer directly
• Keep manufacturer warranty cards and receipts

8. Special Cases

8.1 Wrong Item Delivered

• Report immediately via email with photos
• Correct item shipped immediately
• FREE return shipping for wrong item
• No refund deduction for wrong delivery errors

8.2 Missing Items

• Report within 48 hours with evidence
• Items reshipped at no cost or full refund provided
• Investigation conducted with courier

9. Return Restrictions

9.1 Items NOT Accepted for Return

• Used or partially used products
• Items opened or with broken seals
• Expired food products
• Items without original packaging
• Customized/personalized products
• Significantly discounted items (seller's discretion)

9.2 Return Inspection Standards

• We inspect returned items for condition and authenticity
• If condition not as described, refund may be denied
• Inspection findings communicated to customer

10. Dispute Resolution

10.1 Unresolved Return Issues

If you're unsatisfied with our return decision:

1. Email detailed dispute with evidence to info@pawsunitedpet.store
2. Management review within 5 business days
3. Final decision communicated via email
4. Consumer Protection authorities available for escalation

11. Contact for Returns

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Last Updated: July 2024 | GST Reg: 27CPVPS2523A1ZR
Consumer Protection Act, 2019 Compliance