Shipping & Returns
Return Policy
A.) All products purchased from the Website can be returned to Pets Square within 3 (three) days from the date of delivery only in the following circumstances:
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If the product delivered by the Company is damaged. Not applicable for edible items or consumable open items.
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The product received is different from the product that was ordered.
B.) Further, Returns by the buyer will be subject to the following conditions:
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The buyer shall ensure that he/she does not accept the delivery of any product whose original packaging is damaged or tampered in any manner.
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In the event, if the buyer, 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), the buyer shall immediately intimate the customer care contact centre by WhatsApp on 9207203230 / Email info@petssquare.in along with photographic proofs about such damage and/or defect and/ or difference and Pets Square shall arrange for the replacement of the product or refund the price of the product along with shipping charges, if any, collected by Pets Square in the unlikely event of Pets Square 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 herein.
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In case of Cancellation (Return / Replacement) of the order after delivery of the product to the buyer, Pets Square will try and arrange a pickup of the product to be returned from the buyer’s place. However, if our courier partner does not service the pick-up address, the buyer should arrange to ship back the product to be returned. The buyer will assist and cooperate fully to return the product with its manuals, booklets, warranty card, accessories, freebies, packing materials or any other things which were delivered to the buyer along with the product being returned. At the time of pickup, the buyer will be provided with an acknowledgment of pick up by Pets Square’s / the Logistical Partner. The buyer should retain the said acknowledgment and quote or product the same in all his/her future communications with Pets Square in this regard.
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The following items are not eligible for returns or exchanges unless the item has been received by the customer in a damaged or faulty condition.
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Edible and perishable items such as food, treats, supplements.
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Toys
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Any personalized product e.g. personalized engraved identification tag
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Bedding, crates, pens e.g. mats, beds, blankets, tents etc.
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Cat litter, trays & accessories
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Cat furniture and scratchers
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Grooming Products
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Receiving a return item
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Please note, if we do receive an item without the original packaging without damages or if the product is received damaged or dirty or used, there will no store credit issued to you or the product exchanged (unless defective). You will have the option of having the item shipped back to you at your own cost, otherwise the product will be donated.
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This will be determined at the time the product is received at the Petsy warehouse for investigation.
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Refund Policy
A. Refunds shall only be provided in the following situations:
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In case Pets Square cannot provide a replacement for any reason.
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In line with a Buyer Protection dispute, where a dispute has been ruled in the buyer’s favour.
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Not applicable for edible items or consumable open items.
B. Pets Square allows Refunds on select categories under certain conditions.
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Not applicable if Original packaging has been removed
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The following items are not eligible for returns or exchanges unless the item has been received by the customer in a damaged or faulty condition.
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Edible and perishable items such as food, treats, supplements.
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Toys
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Any personalized product e.g. personalized engraved identification tag
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Bedding, crates, pens e.g. mats, beds, blankets, tents etc.
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Cat litter, trays & accessories
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Cat furniture and scratchers
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Grooming Products
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C. The buyer might have made payment for the purchases on the Website by any mode of Online Payment (at the time of ordering the products) (“Online Payment”) provided by the payment gateway deployed on the website. Any Refund due to the buyer will be in any of the following methods:
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Online Payment: All eligible refunds against returns will be subject to a deduction of [3%] of the Product Price already paid (Transaction value) as Banking and Transaction charges and the balance would be processed to be refunded to the buyer. User understands and agrees to such deduction by putting a Cancellation request for any Order before delivery of the product.
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The buyer will be bound by the Return policy of the Company and shall not hold the Company liable for any loss that she/ he may incur due to the cancellation of the order.
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No Warranty for Freebies
Free gifts given with any of the products purchased from the Pets Square 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 not refunded to the buyer in accordance with the Refund Policy of the Company as set out herein.
Defects in Products
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 brand in accordance with the respective Pets Square’s warranty terms mentioned. Please see the respective Brand Policy on the provision of Defects on the respective Brand's websites or packaging. Pets Square will only play the role of a reseller between the company and the buyer. The sole legal liability to the warranty terms lies only between the buyer and the brand/company representing the brand in India.
Cancellation Policy
a) Cancellations by Pets Square
Pets Square has a right to cancel or refuse any orders for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your account has been charged, the said amount will be reversed back into your source account within the days committed by the payment gateway to reverse the payment which is normally 5-6 working days.
b) Cancellations by You
In case of requests for order cancellations, Pets Square reserves the right to accept or reject requests for order cancellations for any reason. For you to cancel an order, there is a time period of 2 hours from the time you place the order. As part of usual business practice, if we receive a cancellation notice and the order has not been processed/approved by us, we shall cancel the order and refund the entire amount within the days committed by the payment gateway to reverse the payment which is normally 5-6 working days. We will not be able to cancel orders that have already been processed/shipped.
Pets Square has the full right to decide whether an order has been processed or not. The buyer agrees not to dispute the decision made by Pets Square and accept Pets Square’s decision regarding the cancellation.