↩️ RETURN & REFUND POLICY

1. Overview

USHAPET is committed to customer satisfaction. This Return & Refund Policy outlines our process for handling product returns, exchanges, and refunds. All returns must follow the procedure outlined below.

2. Return Eligibility Window

• Return Period: 7 days from the date of delivery
• Items returned after 7 days will not be accepted
• The return window is calculated from the delivery date, not order date
• For defective items, you have 15 days from delivery

3. Returnable Products

You can return:

• Unopened and unused products in original packaging
• Defective or damaged products
• Products that don't match the description
• Wrong items delivered
• Products with manufacturing defects

4. Non-Returnable Products

• Opened or partially used pet food - For health and safety reasons
• Opened supplements or medicines - For safety and hygiene
• Products without original packaging - To prevent tampering
• Damaged by customer - Due to misuse or accident
• Items purchased on final sale - Marked as "non-returnable" at checkout
• Custom or personalized orders - As per customer specifications
• Products expired or past best-by date - Safety concern
• Items without proof of purchase - Invoice or receipt required

5. Return Condition Requirements

For a return to be accepted, items must meet ALL of these conditions:

• Unopened and unused
• In original packaging and seals intact
• No damage or defects from customer
• All original accessories and documentation included
• Free from pet hair, odor, or contamination
• No expiration date passed

6. Return Process (4 Steps)

Step 1: Request Authorization

• Contact us within 7 days of delivery
• Email: [EMAIL_HERE]
• Phone: [PHONE_HERE]
• WhatsApp: [PHONE_HERE]
• Provide: Order number, reason for return, product photos

Step 2: Get Return Authorization

• We'll review your return request (within 24 hours)
• If approved, you'll receive a return authorization number
• We'll provide return shipping address and instructions
• For eligible returns, we provide return label

Step 3: Ship Item Back

• Pack item securely in original packaging
• Use the return label provided (or our instructions)
• You can use any courier service
• Include your return authorization number in package
• Keep tracking number and proof of shipment

Step 4: Receive Refund

• We inspect the returned item upon receipt (5-7 days)
• If approved, we'll process your refund
• Refund issued to original payment method
• Refund processing: 15-30 days (depends on bank)

7. Refund Timeline

Total Timeline: 30-60 days from return request to refund receipt

8. Refund Deductions

• Product Cost: 100% refunded (if eligible)
• Original Shipping: NOT refunded
• Return Shipping: NOT refunded (unless our fault)
• Restocking Fee: None for defective items, 10-15% for change of mind
• Payment Processing Fees: Not refunded (2-3% processing charge)

9. Return Shipping Costs

• Free Return Label: Provided for defective/damaged products
• Customer Pays: For returns due to change of mind
• You can use any courier service of your choice
• Cost varies by location and courier (₹50-300 typically)

10. Exchanges Instead of Returns

Prefer to exchange for a different product instead of returning for refund?

• We offer exchange options for eligible items
• If new product costs more, customer pays difference
• If new product costs less, difference is credited or refunded
• Exchanges processed within 10-15 days

11. Defective Product Claims

If you receive a defective product:

• Report within 15 days of delivery
• Provide photos/videos of defect
• We'll arrange return and replacement at NO COST
• Free return label provided
• Replacement shipped within 5 days of receiving return

12. Wrong Item or Damaged Delivery

• If wrong item received, report within 24 hours
• For damaged delivery, report within 48 hours
• Provide photos of item and packaging
• We'll replace item at NO COST
• Free return label provided for defective items
• No questions asked - full refund or replacement

13. Return Verification

Upon receiving your returned item, we will:

• Check package and contents condition
• Verify item matches order details
• Confirm packaging integrity and seals
• Check for damage or contamination
• Notify you of approval/rejection via email

14. If Return is Rejected

• We'll explain reason for rejection
• Photo evidence provided if needed
• You can request item back (return shipping cost applies)
• Or we'll dispose of item (environment-friendly way)

15. Consumer Protection Act, 2019 Compliance

Our return and refund policy complies with the Consumer Protection Act, 2019:

• Consumers have the right to return defective products
• Full refund available for non-conforming goods
• Replacement or repair can be claimed
• Grievance mechanism available within 7 days

16. Special Cases

16.1 Expired Products

• We guarantee delivery before expiry date
• If expired at delivery, return for full refund
• No restocking fees apply

16.2 Batch/Recall Issues

• If product recalled by manufacturer, full refund
• We manage the recall and return process
• No return shipping cost to customer

16.3 Pet Allergies

• If pet has allergic reaction, report within 48 hours
• Provide vet consultation report
• Full refund available (product must be unused portion)

17. Refund Method

• Credit/Debit Card: Refund within 15-30 days
• UPI/Digital Wallet: Refund within 7-15 days
• Net Banking: Refund within 10-20 days
• Refund always to original payment method
• No cash-on-delivery refund option

18. Contact for Returns & Refunds

• Email: info@ushapet.store
• Support Hours: [HOURS_HERE]
• Response Time: Within 24 hours

19. Grievance Redressal

If you're unsatisfied with our return/refund decision:

• Escalate within 7 days to management
• Provide detailed explanation and evidence
• We'll review and respond within 7 working days
• Consumer protection authority can be approached if unresolved

20. Policy Changes

We reserve the right to update this policy. Changes will be effective immediately. Continued use of our website implies acceptance of any changes.

21. Frequently Asked Questions

Q: Can I return opened pet food?

A: No. Opened pet food cannot be returned for safety and hygiene reasons. However, if the food is defective or expired, you can claim a refund.

Q: What if the item is damaged during return shipping?

A: Package your item securely. We're responsible for item condition when it arrives at our facility. If damaged in transit during return, file a claim with the courier.

Q: Can I return items purchased during a sale?

A: Yes, sale items are returnable under the same policy. No additional restrictions apply.

Q: How long does refund take?

A: 15-30 days depending on your bank. The refund is processed once we receive and inspect the item (5-7 days after it arrives).

This Return & Refund Policy is effective as of [DATE_HERE]
USHAPET - Premium Pet Supplies & Services
https://ushapet.store
In compliance with Consumer Protection Act, 2019