Shipping Policy
THIS DOCUMENT IS AN ELECTRONIC RECORD AS DEFINED UNDER SECTION 2(T) OF THE INFORMATION TECHNOLOGY ACT, 2000 AND RULES THEREUNDER AS APPLICABLE AND THE PROVISIONS PERTAINING TO ELECTRONIC RECORDS IN VARIOUS STATUTES AS AMENDED BY THE INFORMATION TECHNOLOGY ACT, 2000. THIS ELECTRONIC RECORD IS GENERATED BY A COMPUTER SYSTEM AND DOES NOT REQUIRE ANY PHYSICAL OR DIGITAL SIGNATURES.
In this Shipping Policy, the words “We”, “Our” or “Petsway” refer to Pet’s way Petcare Private Limited a company incorporated under the Companies Act, 2013, having its registered office at is 61/11, Ground Floor, Back Side, Near Metro Station, Ashok Nagar, West Delhi, Delhi, India Pin 110018, and the words “you”, “your”, “user” or “buyer” refer to each customer or service user or site visitor.
Delivery of Products:
Your purchased product shall be delivered on the address as provided by you. In the event your order is not serviceable by our logistics partners, we would request you to provide us with an alternate shipping address which we expect to have on our logistics partners delivery list. In case there is any dispute regarding the shipment of the product for the area not covered by Petsway, in such cases Petsway will not be responsible for the non-delivery of the product.
In case you book multiple products in one transaction, Petsway would endeavour to ship all products together. However, this may not always be possible due to some product characteristics or logistical issues. If you purchase multiple products in a single transaction, then all the products would be dispatched to a single shipping address given by you. If you wish to ship products to different addresses, then you should book the orders separately based on the delivery addresses. Products shall be delivered by the Logistics Partner at the address given by you while making the purchase and Petsway shall not be held responsible in case the address shared was incorrect.
How Product(s) are Packaged: We package the product(s) as per the category of the product, the product(s) is either packed in a corrugated box or is packed with additional filling in courier polybag. We take all the measures to ensure that product(s) are delivered to you without any damage, by any chance you receive any damaged products you may seek exchange / return of the product(s) as per the ‘Cancellation and Return Policy’ made available for your reference on the Platform.
Product availability: Petsway strives to maintain a transparent and accurate record of stock availability on our Platform, however, in case of any unfortunate and unforeseen discrepancy, the brand will not be able to provide the out-of-stock products at the time of purchase. In case of unavailability of a product, Petsway will have the right to cancel the order and your money will be refunded.
Shipping Charges: Shipping charges for your order are determined on the basis of weight, dimensions and the destination of the products in the order. Shipping costs will be added to the bill and collected during the purchase. This will be the final price for shipping charge for the customer.
Delivery: Domestic shipments are generally in transit for about 5-7 days. Usually orders are processed within 2 (Two) working days from when we receive your order. The warehouses for Petsway operate on Monday-Saturday during business hours, except on national holidays when the warehouse remains closed. During these circumstances, we strive to ensure that shipment delays are kept to a minimum.
Change in Delivery Address: In case of a request for change in delivery address, we will be able to change the address before the order is dispatched. Please inform us about this change via email or a phone call to contact customer care.
Deliverable Pin codes: Our logistics partners providers may change their pin code service at any time for unforeseen reasons. If this happens, our customer care team will get in touch with you to discuss alternative delivery addresses if possible. Petsway holds the right to cancel any order in case of a non-serviceable pin code.
Exceeding of the Delivery Time: If the delivery time gets exceeded from the previously predicted time, please contact Petsway so that the situation can be looked into. The amount of time taken for a delivery is subject to many factors beyond our control and can sometimes include travel delays due to weather conditions and strikes that may affect our logistics partners.
Tracking: Once the shipment is dispatched, you will receive a link to track the progress of your order and see the latest updates made in the delivery process. This is made available by the shipping provider.
Parcels Damaged In-transit: If the outer packaging of your parcel is damaged, please reject the parcel at the delivery if possible and contact our customer care. A refund or replacement will be processed when the logistics partners complete an investigation of the claim.
Parcels Lost In-Transit: In case of a parcel lost in-transit, please contact the Petsway customer care and a refund or replacement will be processed when the logistics partner completes an investigation of the claim.
Cancellations: All orders can be cancelled before the order is shipped. If the order is already shipped, it cannot be cancelled. However, if you wish to cancel the order but it has already been shipped, please inform us about the same via email or call.
Shipment Return to Origin: In case of a failure to deliver your order, our logistics partners will make three attempts for the delivery but if the shipment is still not delivered then it will be RTO by the logistics partners. To reship the order, the customer will need to wait until the product is back in our warehouse. For COD orders, the customers will have to place a fresh order.
CONTACT US: Please feel free to contact us in case of any queries, grievances or to report any abuse or violations of terms, by emailing at [email protected].
Cancellation, Replacement and Refund Policy THIS DOCUMENT IS AN ELECTRONIC RECORD AS DEFINED UNDER SECTION 2(T) OF THE INFORMATION TECHNOLOGY ACT, 2000 AND RULES THEREUNDER AS APPLICABLE AND THE PROVISIONS PERTAINING TO ELECTRONIC RECORDS IN VARIOUS STATUTES AS AMENDED BY THE INFORMATION TECHNOLOGY ACT, 2000. THIS ELECTRONIC RECORD IS GENERATED BY A COMPUTER SYSTEM AND DOES NOT REQUIRE ANY PHYSICAL OR DIGITAL SIGNATURES.
In this Cancellation, Replacement and Refund Policy (“Policy”), the words “We”, “Our” or “Petsway” refer to Pet’s way Petcare Private Limited a company incorporated under the Companies Act, 2013, having its registered office at is 61/11, Ground Floor, Back Side, Near Metro Station, Ashok Nagar, West Delhi, Delhi, India Pin 110018, and the words “you”, “your”, “user” or “buyer” refer to each customer or service user or site visitor.
ORDER CANCELLATION:
After placing your order, if you wish to cancel the ordered product that has not been shipped, at the time of raising the cancellation request, you can cancel your order through the Platform.
Petsway will not be able to cancel orders that have already been partially or fully processed. Petsway has the full right to decide whether an order has been processed or not or whether an order has been partially or fully processed. You agree not to dispute the decision made by Petsway and accept Petsway’s decision regarding the cancellation.
There may be certain orders that Petsway may be unable to deliver, in such a case the order may need to be canceled. Situations that may result in your order being canceled include, non-availability of the product or quantities ordered by you, non-availability of the logistics partner services in the address to which product is required to be shipped, inaccuracies or errors in pricing information, or incorrect or incomplete address. Petsway may also require additional verifications or information before accepting any order. Petsway may contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after you made the payment, the said amount will be reversed back in your credit card / bank account. A promo code, once used, shall not be refunded in case of cancellation of order either by you or Petsway.
REPLACEMENT OF PRODUCT:
You before accepting delivery of any ordered product, kindly ensure that product quality/quantity/standard and product itself is the same as ordered by you. If you observe that the product quality/quantity/standard or product itself is different from the product that does not comply with the specifications as per your original order, you are required to get in touch with the customer service within 24 (Twenty Four) hours of product delivery to you for a replacement of the product (“Request”). If you are unable to do so within 24 (Twenty Four) hours, Petsway shall not be held liable for the failure to replace the product.
Upon receiving the request, Petsway shall verify the authenticity and the nature of the request. If Petsway is convinced that the request, subject to replacement eligibility of the product, is genuine, Petsway will provide replacement of the product.
In the event of frivolous and unjustified requests regarding the quality/quantity/standard of the product, Petsway reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by Petsway in this regard
Replacement of any products sold through the platform is subject to following
conditions:
Product should be eligible for replacement;
Products with “NO REFUND” and “NO CANCELLATION” will not be subject to refund or cancellation
Products should be returned in their original packaging along with the original price tags, labels, barcodes, and invoices, etc. It is further advised that the return packets should be strongly and adequately packaged so that there is no further damage of products during transit;
The returned product will be subject to verification and checks by Petsway in order to determine the legitimacy of the replacement request.
In the event the replacement of a product is duly accepted by Petsway, a replacement of the same product will be provided by Petsway.
If Petsway is unable to provide replacement of a replaceable product, then the amount paid by you shall be refunded.
REPLACEMENT PICKUP REJECTION: The pickup logistics partner shall be entitled to refuse to accept the product intended to be returned or exchanged, if any of the following conditions:
If return/exchange request is initiated after the prescribed timeline from the delivery of the products.
Returned without original packaging including, price tags, labels, freebies and other accessories;
If original packaging is damaged;
If Serial Number (EN Code/bar code) is tampered with not readable;
Product is damaged due to use, misuse, overuse or altered;
Defective products that are not covered under Seller/Manufacturer’s warranty; or
Product is used or altered.
NON RETURNABLE PRODUCTS:
Several types of products are exempt from being returned like:
Customized orders;
Bedding
Toys and Beds
Clothing
REFUND- Once the Product is received to Petsway successfully, we will instantly initiate the refund to your source account or chosen method of refund. The refund amount shall be subject to the following:
the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, as adjusted with any credits/discount/offers/charges, will be refunded to you.
Refunds will be processed based on the mode of payment and Petsway will credit your refunds directly into the source of payment. Refunds will be subject to the following:
For payments through credit/debit cards or net banking: the refund shall be strictly processed to the same credit card / debit card / bank account using which the payment was made, within 24-48 business hours of receipt of products and acceptance of refund by Petsway.
For Cash on Delivery (COD) transactions: All COD refunds shall be made through the account transfer as per the details shared by you through the Platform including the image of cancelled cheque; or
Credit wallet: A hassle-free option of refund provided by us and if opted by you, the refund shall be made in your Petsway wallet which can be used for future transactions for our products and services through our Platform.
CONTACT US: Please feel free to contact us in case of any queries, grievances or to report any abuse or violations of terms, by emailing at [email protected].
In this Shipping Policy, the words “We”, “Our” or “Petsway” refer to Pet’s way Petcare Private Limited a company incorporated under the Companies Act, 2013, having its registered office at is 61/11, Ground Floor, Back Side, Near Metro Station, Ashok Nagar, West Delhi, Delhi, India Pin 110018, and the words “you”, “your”, “user” or “buyer” refer to each customer or service user or site visitor.
Delivery of Products:
Your purchased product shall be delivered on the address as provided by you. In the event your order is not serviceable by our logistics partners, we would request you to provide us with an alternate shipping address which we expect to have on our logistics partners delivery list. In case there is any dispute regarding the shipment of the product for the area not covered by Petsway, in such cases Petsway will not be responsible for the non-delivery of the product.
In case you book multiple products in one transaction, Petsway would endeavour to ship all products together. However, this may not always be possible due to some product characteristics or logistical issues. If you purchase multiple products in a single transaction, then all the products would be dispatched to a single shipping address given by you. If you wish to ship products to different addresses, then you should book the orders separately based on the delivery addresses. Products shall be delivered by the Logistics Partner at the address given by you while making the purchase and Petsway shall not be held responsible in case the address shared was incorrect.
How Product(s) are Packaged: We package the product(s) as per the category of the product, the product(s) is either packed in a corrugated box or is packed with additional filling in courier polybag. We take all the measures to ensure that product(s) are delivered to you without any damage, by any chance you receive any damaged products you may seek exchange / return of the product(s) as per the ‘Cancellation and Return Policy’ made available for your reference on the Platform.
Product availability: Petsway strives to maintain a transparent and accurate record of stock availability on our Platform, however, in case of any unfortunate and unforeseen discrepancy, the brand will not be able to provide the out-of-stock products at the time of purchase. In case of unavailability of a product, Petsway will have the right to cancel the order and your money will be refunded.
Shipping Charges: Shipping charges for your order are determined on the basis of weight, dimensions and the destination of the products in the order. Shipping costs will be added to the bill and collected during the purchase. This will be the final price for shipping charge for the customer.
Delivery: Domestic shipments are generally in transit for about 5-7 days. Usually orders are processed within 2 (Two) working days from when we receive your order. The warehouses for Petsway operate on Monday-Saturday during business hours, except on national holidays when the warehouse remains closed. During these circumstances, we strive to ensure that shipment delays are kept to a minimum.
Change in Delivery Address: In case of a request for change in delivery address, we will be able to change the address before the order is dispatched. Please inform us about this change via email or a phone call to contact customer care.
Deliverable Pin codes: Our logistics partners providers may change their pin code service at any time for unforeseen reasons. If this happens, our customer care team will get in touch with you to discuss alternative delivery addresses if possible. Petsway holds the right to cancel any order in case of a non-serviceable pin code.
Exceeding of the Delivery Time: If the delivery time gets exceeded from the previously predicted time, please contact Petsway so that the situation can be looked into. The amount of time taken for a delivery is subject to many factors beyond our control and can sometimes include travel delays due to weather conditions and strikes that may affect our logistics partners.
Tracking: Once the shipment is dispatched, you will receive a link to track the progress of your order and see the latest updates made in the delivery process. This is made available by the shipping provider.
Parcels Damaged In-transit: If the outer packaging of your parcel is damaged, please reject the parcel at the delivery if possible and contact our customer care. A refund or replacement will be processed when the logistics partners complete an investigation of the claim.
Parcels Lost In-Transit: In case of a parcel lost in-transit, please contact the Petsway customer care and a refund or replacement will be processed when the logistics partner completes an investigation of the claim.
Cancellations: All orders can be cancelled before the order is shipped. If the order is already shipped, it cannot be cancelled. However, if you wish to cancel the order but it has already been shipped, please inform us about the same via email or call.
Shipment Return to Origin: In case of a failure to deliver your order, our logistics partners will make three attempts for the delivery but if the shipment is still not delivered then it will be RTO by the logistics partners. To reship the order, the customer will need to wait until the product is back in our warehouse. For COD orders, the customers will have to place a fresh order.
CONTACT US: Please feel free to contact us in case of any queries, grievances or to report any abuse or violations of terms, by emailing at [email protected].
Cancellation, Replacement and Refund Policy THIS DOCUMENT IS AN ELECTRONIC RECORD AS DEFINED UNDER SECTION 2(T) OF THE INFORMATION TECHNOLOGY ACT, 2000 AND RULES THEREUNDER AS APPLICABLE AND THE PROVISIONS PERTAINING TO ELECTRONIC RECORDS IN VARIOUS STATUTES AS AMENDED BY THE INFORMATION TECHNOLOGY ACT, 2000. THIS ELECTRONIC RECORD IS GENERATED BY A COMPUTER SYSTEM AND DOES NOT REQUIRE ANY PHYSICAL OR DIGITAL SIGNATURES.
In this Cancellation, Replacement and Refund Policy (“Policy”), the words “We”, “Our” or “Petsway” refer to Pet’s way Petcare Private Limited a company incorporated under the Companies Act, 2013, having its registered office at is 61/11, Ground Floor, Back Side, Near Metro Station, Ashok Nagar, West Delhi, Delhi, India Pin 110018, and the words “you”, “your”, “user” or “buyer” refer to each customer or service user or site visitor.
ORDER CANCELLATION:
After placing your order, if you wish to cancel the ordered product that has not been shipped, at the time of raising the cancellation request, you can cancel your order through the Platform.
Petsway will not be able to cancel orders that have already been partially or fully processed. Petsway has the full right to decide whether an order has been processed or not or whether an order has been partially or fully processed. You agree not to dispute the decision made by Petsway and accept Petsway’s decision regarding the cancellation.
There may be certain orders that Petsway may be unable to deliver, in such a case the order may need to be canceled. Situations that may result in your order being canceled include, non-availability of the product or quantities ordered by you, non-availability of the logistics partner services in the address to which product is required to be shipped, inaccuracies or errors in pricing information, or incorrect or incomplete address. Petsway may also require additional verifications or information before accepting any order. Petsway may contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after you made the payment, the said amount will be reversed back in your credit card / bank account. A promo code, once used, shall not be refunded in case of cancellation of order either by you or Petsway.
REPLACEMENT OF PRODUCT:
You before accepting delivery of any ordered product, kindly ensure that product quality/quantity/standard and product itself is the same as ordered by you. If you observe that the product quality/quantity/standard or product itself is different from the product that does not comply with the specifications as per your original order, you are required to get in touch with the customer service within 24 (Twenty Four) hours of product delivery to you for a replacement of the product (“Request”). If you are unable to do so within 24 (Twenty Four) hours, Petsway shall not be held liable for the failure to replace the product.
Upon receiving the request, Petsway shall verify the authenticity and the nature of the request. If Petsway is convinced that the request, subject to replacement eligibility of the product, is genuine, Petsway will provide replacement of the product.
In the event of frivolous and unjustified requests regarding the quality/quantity/standard of the product, Petsway reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by Petsway in this regard
Replacement of any products sold through the platform is subject to following
conditions:
Product should be eligible for replacement;
Products with “NO REFUND” and “NO CANCELLATION” will not be subject to refund or cancellation
Products should be returned in their original packaging along with the original price tags, labels, barcodes, and invoices, etc. It is further advised that the return packets should be strongly and adequately packaged so that there is no further damage of products during transit;
The returned product will be subject to verification and checks by Petsway in order to determine the legitimacy of the replacement request.
In the event the replacement of a product is duly accepted by Petsway, a replacement of the same product will be provided by Petsway.
If Petsway is unable to provide replacement of a replaceable product, then the amount paid by you shall be refunded.
REPLACEMENT PICKUP REJECTION: The pickup logistics partner shall be entitled to refuse to accept the product intended to be returned or exchanged, if any of the following conditions:
If return/exchange request is initiated after the prescribed timeline from the delivery of the products.
Returned without original packaging including, price tags, labels, freebies and other accessories;
If original packaging is damaged;
If Serial Number (EN Code/bar code) is tampered with not readable;
Product is damaged due to use, misuse, overuse or altered;
Defective products that are not covered under Seller/Manufacturer’s warranty; or
Product is used or altered.
NON RETURNABLE PRODUCTS:
Several types of products are exempt from being returned like:
Customized orders;
Bedding
Toys and Beds
Clothing
REFUND- Once the Product is received to Petsway successfully, we will instantly initiate the refund to your source account or chosen method of refund. The refund amount shall be subject to the following:
the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, as adjusted with any credits/discount/offers/charges, will be refunded to you.
Refunds will be processed based on the mode of payment and Petsway will credit your refunds directly into the source of payment. Refunds will be subject to the following:
For payments through credit/debit cards or net banking: the refund shall be strictly processed to the same credit card / debit card / bank account using which the payment was made, within 24-48 business hours of receipt of products and acceptance of refund by Petsway.
For Cash on Delivery (COD) transactions: All COD refunds shall be made through the account transfer as per the details shared by you through the Platform including the image of cancelled cheque; or
Credit wallet: A hassle-free option of refund provided by us and if opted by you, the refund shall be made in your Petsway wallet which can be used for future transactions for our products and services through our Platform.
CONTACT US: Please feel free to contact us in case of any queries, grievances or to report any abuse or violations of terms, by emailing at [email protected].
