Exchange Policy
Eligibility for Exchange:
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Items can be exchanged within 5 days from the date of delivery. (T&C Apply)
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Products must be in new, unused condition with all original tags, packaging, and accessories intact.
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Certain items including shoes, food items, toys, beds, mattresses, training essentials, and custom-made products, are non-returnable due to hygiene and safety standards.
Exchange Process:
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To initiate an exchange, please contact our customer support at customercare@petsempire.in with your order number and the item you wish to exchange.
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Once your request is approved, we will guide you on how to return the item and process the exchange.
Exchange Charges:
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An exchange fee of ₹150 will be charged for each exchange. This fee helps cover handling and processing costs.
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If exchanging for an item of higher value, the price difference must be paid.
2. Refund Policy
Eligibility for Refunds:
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Refunds are available only if the item is defective, damaged, or if you received the wrong item.
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To request a refund, please contact us at customercare@petsempire.in with your order number and photographic evidence of the issue.
Refund Process:
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If your refund request is approved, the amount will be credited back to your original payment method within 5-7 days.
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Shipping charges are non-refundable. If you received free shipping on your original order, the shipping cost will be deducted from your refund.
Exceptions:
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Items not eligible for refund include toys, beds & mattresses, food & treats, training essentials, and custom-made products.
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If the product is returned due to a customer's change of mind, an exchange or store credit may be offered instead of a refund.
3. Important Notes
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Shipping Costs: Any shipping costs related to exchanges or returns are the responsibility of the customer unless we made an error (e.g., sending the wrong item or a defective product).
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Processing Time: Refunds and exchanges are processed within 5-7 days after we receive the returned item. You will be notified once the exchange or refund has been completed.
Contact Us:
If you have any questions or need assistance with exchanges or refunds, please contact our customer service team at customercare@petsempire.in.
