Refund policy

THIS DOCUMENT IS AN ELECTRONIC RECORD AS DEFINED UNDER SECTION 2(T) OF THE INFORMATION TECHNOLOGY ACT, 2000 AND RULES THEREUNDER AS APPLICABLE AND THE PROVISIONS PERTAINING TO ELECTRONIC RECORDS IN VARIOUS STATUTES AS AMENDED BY THE INFORMATION TECHNOLOGY ACT, 2000. THIS ELECTRONIC RECORD IS GENERATED BY A COMPUTER SYSTEM AND DOES NOT REQUIRE ANY PHYSICAL OR DIGITAL SIGNATURES.

In this Cancellation, Replacement and Refund Policy (“Policy”), the words "We", "Our" or "Petsway" refer to Pet’s way Petcare Private Limited a company incorporated under the Companies Act, 2013, having its registered office at  is 61/11, Ground Floor, Back Side, Near Metro Station, Ashok Nagar, West Delhi, Delhi, India  Pin 110018, and the words “you”, “your”, “user” or “buyer” refer to each customer or service user or site visitor.

1. ORDER CANCELLATION:

   1. After placing your order, if you wish to cancel the ordered product that has not been shipped, at the time of raising the cancellation request, you can cancel your order through the Platform.

   2. Petsway will not be able to cancel orders that have already been partially or fully processed. Petsway has the full right to decide whether an order has been processed or not or whether an order has been partially or fully processed. You agree not to dispute the decision made by Petsway and accept Petsway’s decision regarding the cancellation.

   3. There may be certain orders that Petsway may be unable to deliver, in such a case the order may need to be canceled. Situations that may result in your order being canceled include, non-availability of the product or quantities ordered by you, non-availability of the logistics partner services in the address to which product is required to be shipped, inaccuracies or errors in pricing information, or incorrect or incomplete address. Petsway may also require additional verifications or information before accepting any order. Petsway may 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 you made the payment, the said amount will be reversed back in your credit card / bank account. A promo code, once used, shall not be refunded in case of cancellation of order either by you or Petsway.

2. REPLACEMENT OF PRODUCT:

   1. You before accepting delivery of any ordered product, kindly ensure that product quality/quantity/standard and product itself is the same as ordered by you. If you observe that the product quality/quantity/standard or product itself is different from the product that does not comply with the specifications as per your original order, you are required to get in touch with the customer service within 24 (Twenty Four) hours of product delivery to you for a replacement of the product (“Request”). If you are unable to do so within 24 (Twenty Four) hours, Petsway shall not be held liable for the failure to replace the product.
       

   2. Upon receiving the request, Petsway shall verify the authenticity and the nature of the request. If Petsway is convinced that the request, subject to replacement eligibility of the product, is genuine, Petsway will provide replacement of the product.

   3. In the event of frivolous and unjustified requests regarding the quality/quantity/standard of the product, Petsway reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by Petsway in this regard

   4. Replacement of any products sold through the platform is subject to following conditions:

      1. Product should be eligible for replacement;

      2. Products with “NO REFUND” and “NO CANCELLATION”  will not be subject to refund or cancellation

      3. Products should be returned in their original packaging along with the original price tags, labels, barcodes, and invoices, etc. It is further advised that the return packets should be strongly and adequately packaged so that there is no further damage of products during transit;

      4. The returned product will be subject to verification and checks by Petsway in order to determine the legitimacy of the replacement request.

      5. In the event the replacement of a product is duly accepted by Petsway, a replacement of the same product will be provided by Petsway with additional amount of Rs. 200 (courier charges).

   5. If Petsway is unable to provide replacement of a replaceable product, then the amount paid by you shall be refunded.

3. REPLACEMENT PICKUP REJECTION: The pickup logistics partner shall be entitled to refuse to accept the product intended to be returned or exchanged, if any of the following conditions:

   1. If return/exchange request is initiated after the prescribed timeline from the delivery of the products.

   2. Returned without original packaging including, price tags, labels, freebies and other accessories;

   3. If original packaging is damaged;

   4. If Serial Number (EN Code/bar code) is tampered with not readable;

   5. Product is damaged due to use, misuse, overuse or altered;

   6. Defective products that are not covered under Seller/Manufacturer’s warranty; or

   7. Product is used or altered.

4. NON RETURNABLE PRODUCTS:

   1. Several types of products are exempt from being returned like:

      1. Customized orders;

      2. Bedding

      3. Toys and Beds

      4. Clothing

5. REFUND- Once the Product is received to Petsway successfully, we will instantly initiate the refund to your source account or chosen method of refund. The refund amount shall be subject to the following:

   1. the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, as adjusted with any credits/discount/offers/charges, will be refunded to you.

   2. Refunds will be processed based on the mode of payment and Petsway will credit your refunds directly into the source of payment. Refunds will be subject to the following:

      1. For payments through credit/debit cards or net banking: the refund shall be strictly processed to the same credit card / debit card / bank account using which the payment was made, within 24-48 business hours of receipt of products and acceptance of refund by Petsway.

      2. For Cash on Delivery (COD) transactions: All COD refunds shall be made through the account transfer as per the details shared by you through the Platform including the image of cancelled cheque; or

      3. Credit wallet: A hassle-free option of refund provided by us and if opted by you, the refund shall be made in your Petsway wallet which can be used for future transactions for our products and services through our Platform.

6. CONTACT US: Please feel free to contact us in case of any queries, grievances or to report any abuse or violations of terms, by emailing at contact@petsway.in.