Return, Exchange & Cancellation Policy

Welcome to The Pawfect Story—we’re delighted to have you here! Our priority is to make your shopping experience seamless, transparent, and completely stress-free from start to finish.

This policy is designed to clearly guide you through our processes for cancellations, returns, exchanges, refunds, and replacements, so you always know exactly what to expect when you shop with us.

It forms an essential part of our Terms & Conditions and applies to all purchases made on The Pawfect Story (“we”, “us”, “our”). By placing an order with us, you acknowledge and agree to the terms outlined below.

1. DEFINITIONS

Customer / You / Your: Anyone who places an order with The Pawfect Story

Order: A confirmed purchase placed through our website, mobile app, or directly at our stores.

Dispatched: Order status after packaging and handover to the courier partner.

2. ORDER CANCELLATION

2.1 Customer-Initiated Cancellations

You may cancel your order by yourself provided it hasn’t been processed or dispatched.

To cancel, log in to your account, go to My Orders > Select Order and select “Cancel Order”, or contact our Customer Support team.

If the order is successfully cancelled before dispatch, you will receive a wallet credit instantly which can be used for future online/offline purchases.

2.2 Post-Dispatch Cancellation

Orders cannot be cancelled after dispatch. Once an order is processed and sent out, cancellation is not permitted.

2.3 Initiated Cancellation

The Pawfect Story reserves the right to cancel any order due to stock unavailability, pricing errors, suspected fraud, or other internal reasons. In such events, a full refund will be issued.

3. RETURNS & EXCHANGES

3.1 Eligibility for Returns & Exchanges

To be eligible for return or exchange:

The request must be initiated within 3 days of delivery.
The product must be unused, in original condition, and with original packaging, labels, tags, and accessories intact.

3.2 Ineligible Products for Returns & Exchanges

Below is the list of items which are ineligible for return or exchange:

Edible and perishable items like food, treats, biscuits etc
Personalised products that are made to order
Beds
Dog Toys & Cat Toys
Items purchased during sales

Returns and exchanges will also not be accepted in the following circumstances:

If request is initiated after 3 days of order delivery
Product is used or altered
Product is damaged due to misuse/overuse by the customer
Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged

3.3 How to Request a Return or Exchange

Enter your Order ID and Registered Phone Number.

Select the items you want to return or exchange and choose a reason.

(Customers can also contact our Customer Support team for assistance.)

3.4 Inspection & Approval

After we receive your request, our team will review and approve the return/exchange based on eligibility.

We may request photo evidence for damaged or defective products.

4. REPLACEMENTS

Replacements are provided only for damaged, defective, or incorrect items delivered and informed immediately on the same day.

If available, we will ship the replacement item within 3–5 business days after approval.

If a replacement is not available, we will offer a return and refund instead.

5. REFUND PROCESS

Once your return is accepted, the refund will be processed to your original payment method.

Refunds usually take 5–8 business days depending on your bank or payment provider.

For prepaid orders, refunds will be made to your original source of payment. For cash-on-delivery orders, refunds may be issued as store credit or bank transfer.

6. STORE CREDIT

If you choose to receive store credit (for exchanges or certain returns), it will be issued immediately on approval.

Store credits are valid for a defined period (typically 1 month unless otherwise specified).

7. UNDELIVERED / LOST ORDERS

If your order is not delivered within the estimated timeframe, contact our support team with your Order ID and delivery details.

If a shipment is confirmed lost by the courier partner, The Pawfect Story will resend the order or refund the amount, depending on availability and your preference.

8. DAMAGED OR DEFECTIVE PRODUCTS

If you receive a damaged or defective item, report it within 24 hours of delivery with photos of the damage.

We aim to resolve such claims swiftly with a replacement or refund.

9. GENERAL CONDITIONS

Items returned without authorization, received after the return window, or not meeting return conditions will not be accepted and will be sent back to the customer.

The Pawfect Story reserves the right to interpret and apply this policy at its discretion in specific cases.

Note that while the first exchange is free of cost, consequent exchanges may be at a cost borne by the customer.

10. CONTACT INFORMATION

For support related to cancellations, returns, exchanges, or refunds:

📧 Email: contact@thepawfectstory.com

📞 Customer Care:

The Pawfect Story thanks you for shopping with us — we value your trust and strive to make every experience seamless for pet parents and their beloved companions!