Cancellation, Return, Exchange & Refund Policy
This Policy governs the purchase of products and services through the Petzify platform, operated by Petzify Private Limited.
1. Return Policy for Products
Most products sold on the Platform are eligible for return, subject to the terms mentioned in this Policy. Certain categories may not be eligible for return. Please check the product page before placing your order to confirm whether a product is returnable.
We do not accept returns on:
- Sale or discounted items
- Gift cards
You may request a return within 10 (ten) days from the date of delivery.
To be eligible for a return:
- The item must be unused, unworn, and in the same condition as received
- The item must be returned with original tags and packaging
- Proof of purchase or order confirmation must be provided
Non-Returnable Categories
Returns or exchanges will not be accepted for the following categories unless the product was delivered damaged, defective, expired, or incorrect:
- Pet food and treats
- Bedding, mats, and travel supplies
- Cat litter
- Health and wellness products
- Furniture items
- Partially opened combo products or multipacks
Example: If a combo pack contains 12 units and only 11 remain unopened, the unopened units will not be eligible for return or refund separately.
2. Initiating a Return
To initiate a return or exchange request, please contact us through the details provided in the "Contact Us" section below.
Once your request is reviewed and approved, instructions for return pickup or shipment will be shared with you.
3. Order Cancellation
You may cancel an order any time before it has been dispatched.
Once an order has been dispatched, cancellation may not be possible. However, you may contact our support team for assistance.
Petzify reserves the right to cancel any order at its sole discretion, including but not limited to:
- Suspected fraudulent transactions
- Bulk orders exceeding normal individual consumption
- Pricing or inventory errors
- Orders suspected to be placed for resale or commercial purposes
In such cases, customers will be notified through email, SMS, or phone call.
4. Damaged, Incorrect, or Lost Orders
Please inspect your order immediately upon delivery.
If you receive:
- A damaged product
- A defective item
- A wrong product
- An item with missing parts
- An order lost during transit
Please contact us within 10 (ten) days of delivery so we can investigate and resolve the issue appropriately. Supporting photos/videos may be requested for verification.
5. Refund Policy
Once the returned product is received and inspected, we will notify you regarding the approval or rejection of your refund request.
If approved:
- Refunds will be processed to the original payment method used during purchase
- Refunds are generally processed within 5–7 business days
- Processing timelines may vary depending on your bank or payment provider
For prepaid orders cancelled before dispatch, the full amount paid will be refunded to the original payment method.
Shipping or handling charges, if any, may be non-refundable unless the return is due to an error on our part.
6. Tele-Consultation Appointments
Appointment Cancellation
You may cancel a tele-consultation appointment with a veterinarian or consultant at least 1 (one) hour before the scheduled appointment time.
If the appointment is cancelled within the permitted timeframe, the consultation fee paid will be refunded to the original payment method.
Rescheduling or Cancellation by Petzify
In rare or unavoidable circumstances, a veterinarian or consultant may be unable to attend a scheduled consultation.
In such situations:
- Petzify will make reasonable efforts to inform you in advance
- You may choose to reschedule the appointment or request a refund
No-Show Policy
If you fail to attend the scheduled tele-consultation without prior cancellation, no refund will be issued.
7. Contact Us
For any questions regarding this Policy or to initiate a return, refund, or cancellation request, please contact us:
Company Name: Petzify Private Limited
Returns Team: returns@petzify.in
Customer Support: support@petzify.in
Phone: +91 94976 72523
Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM IST
Registered Address:
Ponnamkode, Near Ponnamkode Juma Masjid
Near Palakkad–Calicut Highway
Palakkad – 678593, Kerala, India
