Last Updated: September 14, 2026
At Pet Upchar, we want you to be completely satisfied with your purchase. This policy explains how refunds and replacements work, and what to expect at each step.
1 Refund for Damaged or Defective Products
If you receive a product that is damaged, defective or not in acceptable condition due to an issue attributable to the product before or during delivery, you may request a refund within 7 days of delivery. Please contact us as soon as possible after receiving the product.
We may ask you to provide:
After reviewing the information, our team will determine whether the product qualifies for a refund.
Product Damage Must Be Reported Promptly
Customers should inspect the package and product after delivery. If you notice damage, please contact Pet Upchar support within 7 days of delivery.
Replacement Requests
If a product arrives defective or broken, you can request a replacement within 3 days of delivery. Replacement is subject to:
Replacements are offered specifically for products that arrive defective or physically broken. For other reasons such as a change of preference, size or colour, please refer to our refund terms below.
Refund & Shipping Charges — What to Expect
Whether shipping charges apply to your refund depends on the reason for the return:
Damaged / Defective Product
Where the product is confirmed damaged or defective and accepted under this policy, Pet Upchar may provide the applicable refund without deducting the related shipping cost, subject to verification.
Change of Mind / No Defect
If cancelled or returned without a product defect (e.g. change of preference), the refund is processed after deducting applicable shipping or logistics charges already incurred.
Product Condition for Return
Where a return is approved, the product should generally be returned in an appropriate condition — preferably:
Wrong Product Received
If you receive a product that is different from the product ordered, please contact our support team immediately. We will review the order and product information and provide an appropriate resolution where the error is confirmed.
Refund Processing
Once a refund is approved, it will be initiated using the applicable payment/refund method. For payments made through Razorpay, refunds are credited back to the original payment method. For COD orders, refunds are processed to a bank account or UPI ID provided by the customer. The time taken for the refund to reflect in your account may depend on the payment provider, bank or financial institution.
Promotional Orders
Special promotional offers may have additional refund, return or shipping conditions. If an order was placed during a seasonal offer or promotional campaign, the terms applicable to that promotion may apply.
Contact Us for Refund or Replacement
To request a refund or replacement, contact us. Please keep your order details available when contacting our support team.
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