Exchange Policy

Eligibility for Exchange:

• Items can be exchanged within 5 days from the date of delivery. (T&C Apply)

• Products must be in new, unused condition with all original tags, packaging, and accessories intact.

• 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:

• To initiate an exchange, please contact our customer support at customercare@petsempire.in with your order number and the item you wish to exchange.

• Once your request is approved, we will guide you on how to return the item and process the exchange.

Exchange Charges:

• An exchange fee of ₹150 will be charged for each exchange. This fee helps cover handling and processing costs.

• If exchanging for an item of higher value, the price difference must be paid.

2. Refund Policy

Eligibility for Refunds:

• Refunds are available only if the item is defective, damaged, or if you received the wrong item.

• To request a refund, please contact us at customercare@petsempire.in with your order number and photographic evidence of the issue.

Refund Process:

• If your refund request is approved, the amount will be credited back to your original payment method within 5-7 days.

• Shipping charges are non-refundable. If you received free shipping on your original order, the shipping cost will be deducted from your refund.

Exceptions:

• Items not eligible for refund include toys, beds & mattresses, food & treats, training essentials, and custom-made products.

• 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

• 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).

• 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.