Refund Policy

Return & Refund Policy

At The Pet Being (“we,” “us,” “our”), operated via thepetbeing.in, we want you and your pets to be completely happy with every purchase. This policy explains when and how you can return products and receive refunds. The Pet Being is a multi-vendor marketplace — products are sold and fulfilled by verified third-party vendors and brands, and in some cases by The Pet Being directly. Regardless of the seller, this policy applies uniformly to all orders placed on our platform.

1. Return Window

You may request a return or replacement within 7 days of delivery for eligible products, subject to the conditions below. Requests raised after 7 days of delivery will not be eligible, except for products covered by a manufacturer’s warranty.

2. Eligible Returns

We accept return/replacement requests in the following cases:

  • Damaged product — item arrived physically damaged or leaking
  • Defective product — item does not function as intended
  • Wrong product — you received a different item, size, flavor, or variant than ordered
  • Expired product — item delivered with expired or near-expiry date (less than 30 days shelf life for consumables)
  • Missing items — part of your order was not delivered

Mandatory requirement: An unboxing video of the sealed package being opened is required for all damage, wrong-item, and missing-item claims. Claims without an unboxing video may be declined at our discretion. We strongly recommend recording the opening of every parcel.

3. Non-Returnable Products

For the health and safety of pets, the following cannot be returned unless damaged, defective, or wrongly delivered:

  • Opened or used pet food, treats, and consumables
  • Fresh, frozen, or perishable food products
  • Opened supplements, medicines, and pharmacy products
  • Grooming products that have been opened or used (shampoos, sprays, wipes)
  • Litter and hygiene products once opened
  • Beds, mats, and fabric products that have been used, washed, or carry pet hair/odor
  • Customized or personalized products (name tags, engraved items, custom clothing)
  • Products explicitly marked “Non-Returnable” on the product page

4. Return Conditions

To be eligible for return, products must be:

  • Unused and in original condition
  • In original packaging with all tags, labels, seals, and accessories intact
  • Accompanied by the invoice/order confirmation
  • Free from damage caused after delivery

We reserve the right to reject returns that do not meet these conditions after inspection.

5. How to Request a Return

  1. Go to My Account → Orders on thepetbeing.in, or contact us at support@thepetbeing.in
  2. Select the order and item, choose the reason, and upload supporting photos/unboxing video
  3. Our team (or the respective vendor) will review your request within 48 hours
  4. Upon approval, a reverse pickup will be arranged from your address, or you may be asked to ship the item to the designated return address (courier costs reimbursed for valid claims)
  5. Once the returned item is received and inspected (2–4 business days), your refund or replacement is processed

6. Refunds

Refund method and timelines:

  • Prepaid orders (UPI/Card/Net Banking/Wallet): Refund to the original payment method within 5–7 business days of return approval
  • Cash on Delivery orders: Refund via bank transfer (NEFT/IMPS) or UPI to details provided by you, within 5–7 business days of return approval
  • Shipping charges and COD charges are refunded only when the return is due to our or the vendor’s error (damaged, defective, wrong, or expired product)
  • For returns due to change of mind (where accepted), original shipping and COD charges are non-refundable, and reverse pickup charges may be deducted

If a refund is delayed beyond 10 business days from approval, contact us and we will escalate with the payment gateway/bank.

7. Replacements & Exchanges

Where stock is available, you may opt for a replacement of the same product instead of a refund. If the replacement is unavailable (out of stock or vendor discontinued), a full refund will be issued. Size exchanges for clothing and accessories are subject to vendor stock availability.

8. Order Cancellations

  • Orders can be cancelled free of charge before they are shipped from My Account → Orders or by contacting support
  • Once shipped, an order cannot be cancelled but may be refused at delivery; upon its return to origin, the refund (minus shipping/COD charges where applicable) will be processed
  • Prepaid cancellation refunds are processed within 5–7 business days
  • The Pet Being and its vendors reserve the right to cancel orders due to pricing errors, stock unavailability, serviceability issues, or suspected fraudulent activity; full refunds are issued in such cases

9. Marketplace Vendor Orders

As a marketplace under the Consumer Protection (E-Commerce) Rules, 2020, products are sold by respective vendors who are responsible for quality, authenticity, and compliance of their listings. The Pet Being facilitates returns and refunds on behalf of vendors through this unified policy, and coordinates resolution between you and the seller. The name and details of the seller for each product are displayed on the product/order page.

10. Damaged in Transit / Delivery Issues

If the outer packaging appears tampered or damaged at the time of delivery, please refuse the delivery and inform us immediately. If discovered after opening, raise a claim within 48 hours of delivery with the unboxing video and photos.

11. Warranty Products

Products covered by a manufacturer’s warranty (electronic items, GPS trackers, grooming devices) should be serviced through the brand’s warranty process after the 7-day return window. We will assist you in connecting with the brand where needed.

12. Grievance Redressal

In line with the Consumer Protection (E-Commerce) Rules, 2020:

Grievance : TPB Team
Email: support@thepetbeing.in
Address: 34/2, Corenthum Tower B 4th Floor, Noida Uttar Pradesh – 210301

Grievances will be acknowledged within 48 hours and resolved within 30 days of receipt.

13. Policy Updates

 

The Pet Being reserves the right to modify this policy at any time. Changes take effect upon posting on this page. Orders placed before a change are governed by the policy in effect at the time of purchase.