Exchanges and Returns

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 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

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.

Items on Sale/Discounts are NOT eligible for exchange or return.

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

- 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. Customers are responsible for sending us the approved product to be exchanged. We will not bear the courier charges for the same.

- 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 monetary refunds, and exchanges 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.

As stated above, we will NOT accept returns or exchanges for the following items (unless received damaged, for which an email within 3 days of delivery with images must be shared) : 
  • Edible and perishable items like treats, bakery items, wellness products, shampoos etc
  • Beds, Bed Covers, Blankets & mats
  • Toys
  • Items purchased during sales or discounted items
Returns and exchanges will also not be accepted in the following circumstances:
  • 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 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. 

Any product returned to us in badly packaged form, which leads to product getting damaged/scratched which makes it unsaleable, will not be eligible for any exchange or return. The item will be shipped back to the customer.

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.

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 strive to provide you with excellent customer service.

Please write to us on 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:

All our product pages carry sizes charts along with reference breeds for each product to help you make an informed decision on sizes. Once an order is processed, we will not be able to accept cancellations. 

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.