Last updated: October 14, 2024
At PetCase, we strive to provide the best shopping experience for pet lovers. However, if you need to cancel your order or request a refund, we’re here to help. Please review our cancellation and refund policy below.
1. Order Cancellation
- Before Shipment: If you wish to cancel your order, you can do so as long as the product has not been shipped. To cancel your order, please contact us at mail@petcase.in with your order number as soon as possible.
- After Shipment: Once your order has been shipped, cancellations are no longer possible. However, you may still return the product following our return process outlined below.
2. Returns and Refunds
Eligibility for Returns
- You may request a return for damaged, defective, or incorrect products within 7 days of receiving your order.
- The item must be unused, in its original packaging, and in the same condition as when it was delivered.
- Products not eligible for return include those damaged by customer misuse or normal wear and tear.
Return Process
- Submit a Request: To initiate a return, email us at mail@petcase.in with your order number, reason for return, and photos (if applicable).
- Approval and Instructions: Once we approve your return request, we will provide you with return instructions. The return shipping label (if applicable) will also be provided.
- Ship the Product: After receiving the return instructions, you will be required to ship the product back to us.
Refunds
- Refund Timeline: Once we receive the returned item, we will inspect it and process your refund. Refunds are typically issued within 5-7 business days of receiving the return.
- Payment Method: Refunds will be processed back to the original payment method used during checkout.
- Shipping Costs: Shipping fees are non-refundable unless the return is due to our error (such as sending the wrong or damaged item).
Non-Returnable Items
Certain items may not be eligible for return, including:
- Perishable goods such as pet food or live animals.
- Gift cards.
- Items on sale or clearance.
3. Exchanges
We currently do not offer exchanges. If you received a defective or incorrect item, please follow the return process, and a refund will be issued. You can then place a new order for the desired item.
4. Late or Missing Refunds
If you haven’t received your refund after 7 business days, please:
- Check your bank account again.
- Contact your credit card company, as it may take some time before your refund is officially posted.
- Contact your bank, as there may be a processing time before the refund is reflected.
If you’ve done all of this and still haven’t received your refund, please contact us at mail@petcase.in.
5. Contact Us
If you have any questions about our Cancellation and Refund Policy, please contact us at mail@petcase.in.
