We want every Pawzee order to make tails wag. If something is wrong, here's exactly how cancellations, returns, and refunds work.

1. Cancelling an order

Before dispatch (free): You can cancel any order for free as long as it has not yet shipped. Go to My Orders, open the order, and click Cancel order. If the order was paid online, the refund starts immediately (timelines below).

After dispatch: Once a shipment has left our warehouse it cannot be cancelled. You can refuse delivery, after which the parcel returns to us and we refund per Section 4.

2. Defective product exchange

If your order arrives defective, damaged in transit, or is the wrong item, you may request an exchange within 3 days of delivery. Email support@pawzee.shopwith subject line "Defect — <Order Number>" along with a short unboxing video or photos that clearly show the defect. On approval, Delhivery picks up the defective unit and we ship the same SKU as a replacement at no extra cost. If the SKU is out of stock or discontinued, we issue a full refund to your original payment method within the refund timelines below.

Not eligible for exchange:

• Edible products: treats, biscuits, food, supplements (unless wrong item received);
• Used grooming consumables: shampoos, sprays, wipes once opened;
• Customised or made-to-order items (e.g. personalised collars);
• Hygiene-sensitive items: diapers, training pads, dental items;
• Clearance or final-sale items, marked at the product page;
• Any request raised after the 3-day window;
• Change-of-mind, size mismatch, "doesn't fit my pet", or any non-defect reason.

3. How to start an exchange

To raise a defective-product exchange request:

1. Email support@pawzee.shop with subject line "Defect — <Order Number>" within 3 days of delivery;
2. Attach a short unboxing video or clear photos showing the defect, damage, or wrong item received;
3. We acknowledge within 1 business day. On approval we book a free Delhivery reverse pickup;
4. You'll get a tracking ID for the return shipment, and your replacement (or refund) ships once we receive the defective unit.

Reverse-pickup courier charges are always waivedfor approved defective-product claims — there is no cost to you for an eligible exchange.

4. Refund timelines

Refunds are processed to the original payment method:

• UPI / Wallets: 1–3 business days after return is received;
• Net Banking: 3–5 business days;
• Credit / Debit cards: 5–7 business days (varies by issuing bank).

If 10 business days pass without the refund reflecting, email our support team with your order number and a payment screenshot and we will escalate with Razorpay or your bank.

5. Partial refunds

For multi-item orders where only some items are returned, we refund the pro-rata amount including the GST on those items. Shipping charges paid (if any) are refunded only if the entire order is returned, or if the issue is on our side.

6. Failed & cancelled payments

If your payment fails mid-checkout but the amount was deducted, it is auto-reversed by your bank / Razorpay within 5 business days without any action from us. If it doesn't reverse, email support@pawzee.shopwith the payment reference ID and we'll trace it.

7. Damaged or wrong item on arrival

Email support@pawzee.shop within 48 hours of delivery with photos and a short unboxing video. We replace it free of charge or refund you in full, at your choice. No reverse-pickup fee in these cases.

8. Contact

For any cancellation or refund query write to support@pawzee.shop. We acknowledge within 1 business day and aim to resolve within 5.

Zilo Infotech Pvt Ltd
Registered office: 212, Girish Ghosh Road, Bally, Howrah - 711202, West Bengal, India