Refund & Return Policy

Refund, Return & Cancellation Policy

We want every pet parent to receive useful products in good condition. Please review this policy before placing an order.

Order cancellations

You may request cancellation before the order has been packed or handed to the courier. Contact us as soon as possible at contact@heartypaws.in or WhatsApp +91 7001546525 and include your order number.

Once an order has been packed, dispatched or handed to the courier, cancellation may not be possible. Refusing delivery does not automatically qualify an order for a full refund; any non-refundable payment charges, return-to-origin courier charges or other costs actually incurred may be deducted where permitted by law.

If HeartyPaws cancels an order because an item is unavailable, pricing is incorrect, delivery is not serviceable or for another reasonable operational reason, any payment collected for the cancelled item or order will be refunded to the original payment method.

Damaged, defective or incorrect items

If you receive a damaged, defective, incorrect or unusable item, contact us promptly with your order number, photographs and an unboxing video or other relevant details. We will review the request and offer an appropriate replacement, return or refund where approved.

Return eligibility

Returns may be considered for unused, unopened and resellable items in their original packaging, subject to inspection and approval. Items used by pets, hygiene products, grooming tools, opened consumables, personalised items and products that cannot safely be resold may not be eligible for return except when damaged, defective or incorrectly supplied.

Return requests

Contact us before returning any product. Unauthorised returns may not be accepted. Customers must provide the order number and reasonable proof of the issue. Return shipping responsibility and cost will be communicated after the request is reviewed.

Refunds

Approved refunds will be initiated to the original payment method where possible. After initiation, processing timelines depend on the bank or payment provider. Original shipping charges may be non-refundable unless the order was damaged, defective, incorrect or cancelled by HeartyPaws.

Non-returnable cases

Products damaged after delivery, used pet products, missing packaging, missing accessories, items without order proof and items returned outside the approved process may be rejected, subject to applicable consumer law.