Refund Policy

2.1 General Return Conditions

• Products must be returned within 30 days of delivery
• Items must be in original, unopened packaging
• Products must be unused and in sellable condition
• Original purchase receipt or order confirmation required
• Return shipping costs are customer's responsibility unless item is defective

2.2 Eligible Items

• Dry Pet Food: Unopened bags in original packaging
• Pet Treats: Sealed packages with intact expiry dates
• Pet Accessories: Unused items with original tags
• Supplements: Unopened containers with safety seals intact
• Toys: Unused items in original packaging

2.3 Non-Eligible Items

• Perishable Products: Fresh/frozen food items
• Opened Food Items: For safety and hygiene reasons
• Prescription Items: Special dietary foods requiring vet prescription
• Custom Products: Personalized or made-to-order items
• Final Sale Items: Clearance products marked as non-returnable

3.1 Initiating a Return

3.2 Return Shipping

• Customer Responsibility: Standard returns due to change of mind
• Our Responsibility: Defective, damaged, or wrong items sent
• Packaging Requirements: Original packaging preferred; secure alternative packaging accepted
• Return Address: Will be provided with RMA authorization
• Insurance: Recommended for high-value returns

3.3 Return Processing Timeline

• Receipt at Warehouse: 3-7 business days after pickup
• Quality Check: 1-2 business days
• Refund Processing: 3-5 business days after approval
• Total Timeline: 7-14 business days from return initiation

4.1 Original Payment Method

• Credit/Debit Cards: 5-7 business days
• Net Banking: 3-5 business days
• Digital Wallets: 1-3 business days
• UPI: 1-2 business days
• Bank transfers may take additional 2-3 business days

4.2 Alternative Refund Methods

• Store Credit: Instant credit to Whole Woofs account
• Bank Transfer: 3-5 business days (if original method unavailable)
• Replacement Product: Same or equivalent item shipped

4.3 Refund Amount Calculation

• Full Purchase Price: For defective or wrong items
• Purchase Price minus Return Shipping: For standard returns
• No Refund of Original Shipping Costs: Unless we sent wrong/defective item
• Gift Cards/Coupons: Refunded as store credit

5.1 Product Exchanges

• Same Product, Different Size: Subject to availability and price difference
• Different Product: Subject to return and new purchase
• Damaged Items: Direct replacement without return shipping costs
• Wrong Items Sent: Immediate exchange with expedited shipping

5.2 Exchange Process

• Contact customer service for exchange request
• Receive exchange authorization and instructions
• Ship original item back to us
• New item shipped upon receipt of returned item
• Price differences charged/refunded as applicable

5.3 Exchange Timeline

• Processing: 1-2 business days after receiving returned item
• Shipping: Standard delivery timeline for new item
• Total Time: 7-10 business days for complete exchange

6.1 Pet Food Returns

• Dry Food: Returnable if unopened within 30 days
• Wet Food: Returnable if cans/pouches are undamaged
• Treats: Must be in sealed packaging
• Special Diets: Prescription required for returns/exchanges

6.2 Supplements and Health Products

• Vitamins/Supplements: Returnable if unopened with safety seal intact
• Health Products: Must be unused and within expiry date
• Prescription Items: Require veterinary authorization for returns
• Opened Health Products: Only returnable if defective

6.3 Pet Accessories and Toys

• Collars, Leashes, Bowls: Must be unused with original tags
• Toys: Returnable if unused and in original packaging
• Bedding: Must be unused, clean, and in original packaging
• Electronic Items: Must include all original accessories and packaging

7.1 Freshness Guarantee

• Best Before Date: All products guaranteed to have minimum 6 months shelf life at delivery
• Quality Issues: Full refund or replacement for stale or expired products
• Storage Damage: Refund if products damaged due to improper storage during transit
• Pest Infestation: Immediate replacement and investigation of storage conditions

7.2 Defective Products

• Manufacturing Defects: Full refund plus return shipping costs covered
• Packaging Damage: Replacement or refund based on product safety
• Wrong Product Sent: Immediate replacement with expedited shipping
• Missing Items: Additional items shipped or partial refund processed

7.3 Pet Health and Safety

• Adverse Reactions: Immediate stop-use advisory and full refund
• Veterinary Consultation: We may recommend vet consultation for health issues
• Product Recall: Full refund and pickup of recalled products
• Safety Reporting: Report safety issues to relevant authorities

8.1 Subscription Cancellation

• Upcoming Orders: Can be cancelled without penalty before processing
• Processed Orders: Subject to standard return policy
• Unused Subscription Credit: Refundable within policy terms
• Cancellation Timing: Must cancel 24 hours before next scheduled delivery

8.2 Subscription Modifications

• Frequency Changes: No refund implications
• Product Changes: Price differences adjusted in next billing
• Quantity Changes: Prorated adjustments applied
• Pause/Resume: No penalties or fees

8.3 Auto-Renewal Refunds

• Unwanted Renewal: Refundable if cancelled within 24 hours of renewal
• Technical Errors: Full refund for system-error renewals
• Payment Issues: Resolution without penalties

9.1 Promotional Items

• Discount Refunds: Based on amount actually paid
• BOGO Offers: Both items must be returned for full refund
• Free Gifts: Must be returned with main purchase
• Coupon Purchases: Refund amount excludes coupon value

9.2 Gift Orders

• Gift Returns: Can be returned by recipient with gift receipt
• Store Credit: Issued to recipient for gift returns
• Gift Card Purchases: Refundable within 30 days if unused
• Gift Wrapping: Non-refundable service charge

10.1 No Refund Situations

• After 30 Days: Returns not accepted beyond 30-day window
• Used Products: Opened food items for safety reasons
• Custom Orders: Personalized products made to customer specifications
• Digital Products: Training videos, e-books, consultation services

10.2 Partial Refunds

• Damaged Packaging: If product inside is unaffected
• Missing Accessories: Deduction for missing parts
• Return Condition: If item not in perfect return condition
• Restocking Fee: 15% fee for certain large/specialty items

11.1 Refund Disputes

• Customer Service Review: First level of dispute resolution
• Manager Escalation: Complex cases reviewed by management
• Documentation Required: Photos, receipts, and detailed explanation
• Resolution Timeline: 5-7 business days for complex disputes

11.2 Appeal Process

• Appeal Window: 15 days from initial refund decision
• Additional Evidence: New information or documentation
• Final Review: Conducted by senior management
• Final Decision: Communicated within 10 business days

12.1 Medical Emergencies

• Pet Health Issues: Expedited refund processing for pet medical emergencies
• Veterinary Orders: Special consideration for vet-recommended diet changes
• Emergency Returns: 24/7 support for urgent return requests

12.2 Force Majeure Events

• Natural Disasters: Extended return windows for affected areas
• Service Disruptions: Flexible policies during service interruptions
• Emergency Situations: Case-by-case evaluation of return requests

12.3 Bulk Orders

• Large Quantity Returns: Special handling for orders above ₹10,000
• Commercial Customers: Separate return terms for business accounts
• Wholesale Returns: Different return percentages may apply

14.1 Status Updates

• Return Received: Confirmation when package reaches warehouse
• Quality Check Complete: Status after inspection
• Refund Processed: Notification when refund is initiated
• Refund Completed: Final confirmation of refund completion

14.2 Tracking Methods

• Email Notifications: Automated updates at each stage
• SMS Alerts: Key milestone notifications
• Account Dashboard: Real-time status on customer account
• Customer Service: Phone/chat support for status inquiries

15.1 Return Support Team

• Dedicated Team: Specialized staff for return inquiries
• Business Hours: Monday-Saturday, 9 AM - 7 PM IST
• Response Time: Within 24 hours for all return requests
• Multilingual Support: Hindi and English support available

15.2 Contact Information

16.1 Consumer Rights

• This policy complies with Indian Consumer Protection Act, 2019
• Customer rights under the act are in addition to this policy
• Legal remedies available through consumer forums
• Right to file complaints with appropriate consumer authorities

16.2 Record Keeping

• All return transactions documented for regulatory compliance
• Customer data protection during return process
• Audit trail maintained for quality assurance
• Regulatory reporting as required by law

17.1 Notification Process

• Email Alerts: Sent to all registered customers
• Website Banner: Prominent display of policy changes
• Account Notifications: In-app alerts for app users
• Customer Service: Trained on all policy updates

17.2 Grandfathering

• Existing Orders: Original policy applies to orders before update
• Transition Period: 30-day notice for significant changes
• Customer Choice: Option to cancel subscriptions before policy changes take effect