At PUPS AND PETS, we want customers to receive products in appropriate condition. If there is an issue with an item you receive, please contact us promptly with the relevant order and product details so that we can review the matter.
Overview
Return, replacement, exchange or refund eligibility depends on the nature and condition of the product, the reason for the request, applicable manufacturer or supplier conditions and applicable law.
Customers should check their order as soon as reasonably possible after receiving it and contact PUPS AND PETS promptly if there is a problem.
Return Eligibility
Where a product is eligible for return, we may require it to be returned in substantially the same condition in which it was supplied, together with its original packaging, labels, accessories and proof of purchase where applicable.
Eligibility may depend on factors such as:
- The product being unused and in suitable condition for return.
- Original packaging and labels being available where reasonably required.
- Proof of purchase or relevant order information being provided.
- The item not falling within a non-returnable category.
- The request being made within any applicable return period.
Non-Returnable Products
For hygiene, health, safety, quality or product-integrity reasons, certain items may not be eligible for return after they have been opened, used or otherwise compromised.
Depending on the product and circumstances, this may include:
- Opened or used pet food, treats or nutritional products.
- Products with broken or removed hygiene or safety seals.
- Used grooming or hygiene products.
- Used pet-care products where resale would create hygiene or safety concerns.
- Products damaged after delivery through misuse or improper handling.
- Items that are not returnable under applicable manufacturer or supplier conditions, subject to applicable law.
A non-returnable category does not remove any rights you may have under applicable law where a product is defective, damaged, incorrectly supplied or otherwise legally required to be remedied.
Damaged or Defective Products
If a product arrives damaged, defective, leaking, broken or otherwise materially affected when received, please contact PUPS AND PETS promptly.
We may ask you to provide photographs, videos, packaging details, order information or other reasonable evidence so that the issue can be reviewed.
Depending on the circumstances and applicable law, an appropriate resolution may include replacement, exchange, refund or another suitable remedy.
Incorrect Items
If you receive a product that is materially different from the item ordered, please contact us promptly with your order information and details of the product received.
After verification, we will work with you to provide an appropriate resolution, subject to product availability and applicable law.
How to Request a Return
To request a return, exchange or other assistance with an order, please contact PUPS AND PETS before sending or returning the product.
When contacting us, please provide the information reasonably necessary to identify and review the transaction.
- Your name and contact information.
- Order or purchase details, where available.
- Name of the product concerned.
- Reason for requesting the return.
- Photographs or videos where the product is damaged, defective or incorrectly supplied.
Inspection of Returned Products
Where a product is returned, it may be inspected to verify its condition and the reason for the return before a refund, exchange or replacement is approved.
If a returned item shows signs of use, damage, alteration or missing packaging that are unrelated to the reported issue, this may affect eligibility for a remedy, subject to applicable law.
Refunds
Where a refund is approved, it will be processed using an appropriate available method based on the original transaction and the circumstances of the order.
The time required for a completed refund to appear may depend on the payment method, bank, payment provider or third-party platform involved.
Any applicable delivery, handling or other charges will be addressed according to the circumstances of the return and applicable law.
Exchanges & Replacements
Where an exchange or replacement is approved, fulfilment will depend on the availability of the relevant product.
If the same product is unavailable, we may discuss another appropriate option with the customer, including an alternative product or refund where applicable.
Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
Whether cancellation is possible may depend on the order's processing, preparation, dispatch or delivery status. An order that has already been dispatched may need to be handled under the applicable return procedure.
Orders Through Third-Party Platforms
PUPS AND PETS may provide access to an external catalogue, ordering platform, payment service or other third-party service.
If a transaction is completed directly through a third-party platform, certain return, cancellation or refund procedures may also be governed by that platform's applicable terms and processes.
Where appropriate, customers should follow the instructions provided through the platform used to complete the transaction.
Consumer Rights
This Return Policy is intended to explain our general return and refund practices. It does not exclude, restrict or replace any mandatory rights or remedies available to customers under applicable consumer protection law.
Where applicable law provides a customer with rights that are more favourable than a provision of this policy, the applicable legal requirement will prevail.
Changes to This Policy
PUPS AND PETS may update this Return Policy from time to time to reflect changes in products, services, fulfilment processes, business practices or applicable requirements.
Any revised version will be published on this page.
Contact Us
For return, exchange, replacement, cancellation or refund enquiries, please contact PUPS AND PETS using the details below.
PUPS AND PETS
Pet products, accessories and pet care in Salt Lake City, Kolkata.
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