1. GENERAL POLICY

This Return & Refund Policy applies to all veterinary medicines, supplements, pet foods, grooming items, and accessories purchased through our online platform.
By placing an order, the customer (“You”) agrees to the terms outlined below.

2. NON-RETURNABLE PRODUCTS

Certain items cannot be returned due to safety, hygiene, and regulatory reasons:
  • Prescription medicines
  • Opened or partially used medication
  • Cold-chain or temperature-sensitive products
  • Pet foods and treats (if opened or damaged after delivery)
  • Hygiene products (shampoos, disinfectants, wipes, etc., once opened)
  • Customized or special-order products
These items can be returned only if delivered damaged, expired, or incorrect.

3. ELIGIBLE RETURNS

A return request will be accepted only under the following conditions:

3.1 Wrong Product Delivered
  • Product received is different from what was ordered.
  • Incorrect size, variant, brand, or quantity.
3.2 Damaged or Defective Item
  • Product is physically damaged on arrival.
  • Leakage, broken seal, or tampered packaging.
3.3 Expired Product Delivered
  • Product delivered past its expiry date.

4. RETURN CONDITIONS

For a return to be approved:

  • The request must be raised within 24–48 hours of delivery (based on your policy preference—tell me if you want a specific number).
  • The product must be unused, unopened, and in its original packaging.
  • Clear photos or videos must be provided as proof.
  • The product must be handed over to the delivery partner in the condition received.

5. RETURN PROCESS

Step 1: Raise a Request

Contact customer support via:

  • Phone / WhatsApp
  • Email
  • In-app/website support

Provide:

  • Order number
  • Photos/videos of the issue
  • Reason for return

Step 2: Verification

Our team will review the request and may:

  • Ask for additional details
  • Approve or reject the request based on evidence

Step 3: Pickup

If approved:

  • A pickup will be scheduled within 2–5 business days.
  • You must keep the product ready and secure.

6. REFUND POLICY

6.1 Refund Approval

Refunds are issued only after:

  • The returned product is received and inspected
  • The issue is verified and approved by our team
6.2 Refund Method

Refunds will be processed to:

  • The original payment method (UPI/Card/Net banking)
  • Wallet credit/store credit (optional — tell me if you want this included)
6.3 Refund Timeline
  • Refund processing time: 5–7 business days after approval
  • Bank processing time may vary
6.4 Non-Refundable Situations

Refund not applicable if:

  • Product is used, opened, or tampered
  • Return request is raised after the specified window
  • Product is damaged after delivery due to improper handling
  • Prescription medicine is returned without valid reason (wrong/damaged/expired)

7. ORDER CANCELLATION POLICY

  • Orders can be cancelled before dispatch only.
  • Once shipped, the order cannot be cancelled.
  • For prepaid orders, refunds for cancellations are issued within 3–5 business days.

8. EXCHANGE POLICY

  • Exchanges are allowed only for damaged or incorrect items.
  • Exchange for a different product/variant due to customer preference is not allowed, especially for medicines.

9. SHIPPING COSTS

  • If the return is due to our error (wrong/damaged/expired product), we bear the shipping cost.
  • If the customer requests return for reasons not covered, shipping costs may be deducted from the refund (optional—tell me if you want to include this).

10. FINAL DECISION

The Clinic reserves the right to approve or decline return/refund requests based on product condition, evidence provided, and compliance with this policy.