Return, Exchange & Cancellation

1. Returns and Exchanges:

1.1 How many days after I buy something can I return it?

To facilitate returns and exchanges, please initiate an exchange request within 7 days of product delivery.

1.2 How can I raise an exchange request?

To request an exchange, follow these steps:

• Mention your order ID and send a photograph of the package to contact@petsfolio.com.
• We’ll arrange a free pick-up of the unused product with all tags intact.
• Upon receiving and quality checking your product, we’ll offer an exchange or store credit per our policy.

Please note that if the requested exchange item is unavailable, we’ll provide store credit and notify you when the item is back in stock. The first exchange is free of cost, while subsequent exchanges may incur a customer-borne cost.

1.3 What products are eligible for exchange and returns?

We do not accept returns or exchanges for the following items (unless received damaged or spoilt):

• Edible and perishable items like food, treats, etc.
• Personalized products made to order.
• Beds, playpens, crates & carriers.
• Dog Toys & Cat Toys.
• Items purchased during sales.
• Face Masks.
• Dog Pads/Diapers.
• Medicines & Supplements.

Returns and exchanges are also not accepted in the following circumstances:

• If the request is initiated after 5 business days of order delivery.
• If the product is used or altered.
• If the product is damaged due to misuse/overuse by the customer.
• If the return is attempted without original packaging, including price tags, labels, original packing, and other accessories, or if the original packaging is damaged.
• Items purchased at a discounted price are also not eligible for return/exchange.

1.4 How long is store credit valid for?

Store credit is offered when you wish to exchange an item. We recommend immediate exchanges, but in special circumstances, we can extend store credit for one month.

2. Cancellation:

Can I cancel my online order?

Cancellations can be made before the product is dispatched. You can initiate a cancellation on our website or by emailing us at contact@petsfolio.com.

3. Damaged Goods / Expired Products:

What if I receive damaged goods / expired products?

We maintain strict quality control; however, if damage occurs in transit or if you receive expired products, please contact us at contact@petsfolio.com within 24 hours of delivery. We will promptly address the issue.

At Petsfolio, your satisfaction is our priority, and we aim to provide a hassle-free shopping experience. If you have any questions or require assistance, please do not hesitate to reach out to our dedicated support team.

Thank you for choosing Petsfolio for your pet’s needs.