Refund, Return & Cancellation Policy
At Pet Glam, we want every pet parent to have a smooth and satisfactory shopping experience. Since our products are designed for pets and daily pet care, we follow a careful return and refund process to ensure hygiene, safety and fairness for all customers. Please read our policy below before placing an order.
Order Cancellation
Customers may request order cancellation before the product has been dispatched from our warehouse.
Once the order has been shipped, cancellation may not be possible. In such cases, the customer may follow the return process after receiving the product, subject to the eligibility conditions mentioned below.
To request cancellation, please contact us through the details provided on our website with your order ID and registered contact details.
Return Eligibility
Returns are accepted only if the product received falls under any of the following conditions:
- Damaged product received
- Wrong product delivered
- Missing item or missing parts
- Manufacturing defect
- Product received in unusable condition
Return requests must be raised within 7 days from the date of delivery.
To be eligible for return, the product must be unused, unwashed and in its original packaging with all tags, labels, accessories, manuals and invoices intact.
Pet Hygiene & Safety Conditions
Since Pet Glam deals in pet products, hygiene and safety are extremely important. Products that have been used by pets, washed, chewed, scratched, stained, damaged after delivery, or exposed to pet hair, odour, saliva, urine or other external conditions will not be eligible for return or refund.
For hygiene reasons, certain products may not be eligible for return once opened or used — including grooming products, pet beds, mats, feeding accessories, toys and personal-use pet care items — unless the product is damaged, defective or wrongly delivered.
Non-Returnable Products
The following products will not be eligible for return or refund:
- Products damaged due to misuse or improper handling
- Products used, washed, altered or tampered with after delivery
- Products without original packaging, tags, labels or invoice
- Products returned due to size or preference issues after use
- Clearance, promotional or discounted products, unless damaged or defective
- Hygiene-sensitive pet products once opened or used
Replacement Policy
Wherever applicable, Pet Glam will first offer a replacement for products that are damaged, defective, wrongly delivered or missing parts.
If a replacement is not available, we may offer a refund or store credit, depending on the case and product availability.
Refund Process
Once the returned product is received and inspected by our team, we will notify the customer regarding the approval or rejection of the refund.
If the refund is approved, the amount will be processed to the original payment method within 5–7 working days. The actual time for the amount to reflect may depend on the bank, payment gateway or card provider.
Shipping charges, COD charges, convenience fees or any other non-product charges may not be refundable unless the error is from our side.
Damaged or Wrong Product Received
If you receive a damaged, defective or wrong product, please contact us within 7 days of delivery with the following details:
- Order ID
- Clear images or video of the product
- Image of the packaging
- Description of the issue
The images or video help us verify the issue and resolve your concern faster.
Return Pickup
Return pickup may be arranged wherever serviceable by our logistics partner. If reverse pickup is not available for your location, you may be requested to self-ship the product to the address provided by our team.
Products must be packed securely to avoid any damage during return transit.
Exchange Policy
Exchange may be offered in eligible cases, subject to product availability and return approval.
For size-related exchanges, the product must be unused, clean and in original condition. Used pet products will not be accepted for exchange due to hygiene reasons.
Cash on Delivery Orders
For COD orders, approved refunds may be processed through bank transfer, UPI, store credit or any other suitable method as confirmed by our support team. Customers may be required to share correct payment details for refund processing.
Delay in Refund
If the refund has been approved but the amount has not reflected within the expected timeline, please first check with your bank or payment provider. If the issue still remains unresolved, contact Pet Glam support for further assistance.
Contact Us
For cancellation, return, exchange or refund-related queries, please contact us through the contact details available on the Pet Glam website. Our team will review your request and assist you with the next steps based on the policy and product eligibility.
