Exchanges and Returns
We recommend you measure your pet before making any purchases that need body measurements to be exact. Please refer to our Size Guide to take the right decision in regards to size.
If you have any questions, please feel free to contact us at firstname.lastname@example.org. We may not be able to accept exchanges on garments & beds for an incorrect size ordered by you, due to hygiene reasons.
We take every step to ensure all information needed for you to make an informed purchase is available on our website, however, in case you feel you need additional information before making a purchase for apparel, collars & harnesses, shoes and other accessories that need to be measured, please do not hesitate in contacting us.
We are always a phone call away !
To maintain hygiene for all our products, we will not be able to accept returns and exchanges on certain items including toys, diners, beds and, custom orders.
If there is a problem or concern with your purchase, and you wish to exchange the product purchased,
- Please email us within 3 days of receiving the product on email@example.com.
- Please mention your Order ID number. We will send you an acknowledgement email.
- Please send back the item to be exchanged within 10 days of receipt of our email.
- We apologize but we cannot accept returns for items that are not received by us within 10 days of receipt of the exchange identification number by the recipients under any circumstances.
- Once we receive the item back, we will send you an acknowledgement via email, and subsequently call you to discuss the items you wish to take in lieu of the returned product/s.
Please do note: We do not give refunds, and refunds are in the form of product/size exchanges only.
Items eligible for exchange need to be in their original condition,: brand new, unused/unworn, with all tags and packaging attached, free of odors or stains, pet hair, unwashed and in resell-able condition.
- Edible and perishable items like treats, bakery items, shampoos etc
- Beds, blankets & mats
- Items purchased during sales
- If request is initiated after 3 business days of order delivery
- Product is used or altered
- Product is damaged due to misuse/overuse by the customer
- Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged
***For exchanges on collars & harnesses: Please do not ship collars back to us buckled up or folded into small packages as this hampers the product's original design and we may not be able to offer any exchange for such shipments.
If the purchase price of goods chosen in lieu of the returned goods is less than that of the returned goods no refund will be given; and if the goods chosen in lieu of the returned goods exceed that of the returned goods the difference will be borne by the purchaser.
To avoid doubt, no refunds will be given for goods purchased from us. Customer is responsible for original and return shipping costs on exchanged items.
We do not reimburse shipping charges. The shipping charge for the exchanged product must be incurred by the customer.
PoochMate India is not responsible for incorrect addresses given, refused shipments, and/or unclaimed shipments.
We are constantly thriving on providing you the best in quality.
We also do not accept any returns or exchanges on clearance/sale items.
These items are considered a final sale and cannot be exchanged for any reason. We apologize for the inconvenience.
We strive to provide you with excellent customer service.
Please write to us on firstname.lastname@example.org if you have any questions that we can help you with. Thank you for shopping with us!
Cancellations, Returns and Exchanges:
We do not offer any monetary refunds. Please go through our cancellation policy in full. However, we are happy to assist you with exchanges.
Please refer to our exchange policy.
Shortage and Transit Damage:
You must inspect the goods at the place and time of delivery and notify us of any shortages, defects in the goods, or of any other complaint immediately and in any case within 48 hours of the goods being delivered, failing which the goods will be deemed to have been accepted and to be in good working order.
Our liability for short delivery is limited to making good the shortage (items missing).
We are happy to exchange faulty goods, however, at times few products need an understanding of use.
Please allow us to explain the correct way of using a product (in case we notice the product is not faulty and only needs correct way of using).
Cancellations by you:
In case of requests for order cancellations, PoochMate reserves the right to accept or reject requests for order cancellations for any reason.
We offer you a time period of 24 hours from the time you place an order, for any change in mind. However, we will not be able to cancel orders that have already been processed.
PoochMate has the full right to decide whether an order has been processed or not. We appreciate you will not debate the decision made by PoochMate and accept the decision regarding the cancellation.
Cancellations by us:
PoochMate has a right to cancel or refuse the order for any reason.
Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information.
We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.
If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account.