🔄 Refund & Cancellation Policy

1. Return Policy Overview

2. Eligibility for Returns

2.1 Products Eligible for Return

• Products in original, unused condition
• Products in original packaging with all tags intact
• Products with original invoice/receipt
• Products returned within 7 days of delivery

2.2 Products NOT Eligible for Return

3. Cancellation Policy

Order Status	Cancellation Allowed	Refund
Order Placed (not shipped)	✅ Yes - Free cancellation	100% refund within 3-5 business days
Order Shipped	❌ No cancellation	Please refuse delivery or initiate return
Order Delivered	Use Return process	As per return policy

3.1 How to Cancel an Order

1. Log into your account or use order tracking
2. Go to "My Orders"
3. Select the order you wish to cancel
4. Click "Cancel Order" (available only before shipping)
5. OR email us at orders@petbasket.online with your Order ID

4. Return Process

4.1 Steps to Initiate a Return

1. Contact Us: Email returns@petbasket.online or call +91 98765 43210
2. Provide Details:
   • Order ID
   • Product name
   • Reason for return
   • Photos (if product is damaged/defective)
3. Wait for Approval: Our team will review and approve within 24-48 hours
4. Schedule Pickup: We will arrange free pickup from your address
5. Pack the Product: Use original packaging if possible
6. Return Pickup: Hand over the product to our logistics partner

4.2 Return Shipping

• Defective/Damaged Products: Free return shipping (we cover the cost)
• Change of Mind: Free return shipping for first return

5. Refund Policy

5.1 Refund Methods

• Original Payment Method: For prepaid orders, refund to the same payment source
• Bank Transfer: For COD orders, provide bank details (IFSC, Account Number)
• Store Credit: Optional - get instant store credit with 10% bonus value

5.2 Refund Amount

Scenario	Refund Amount
Product defective/damaged on arrival	100% refund including shipping
Wrong product delivered	100% refund including shipping
Change of mind (product unused)	Product price only (shipping non-refundable)
Partial order return	Proportionate refund

6. Damaged or Defective Products

If you receive a damaged or defective product:

1. Document with photos/videos immediately
2. Contact us within 24 hours at returns@petbasket.online
3. We will arrange immediate replacement or full refund
4. No return shipping required for heavily damaged items

7. Exchange Policy

Want a different size, color, or product? We offer exchanges:

• Exchange requests within 7 days of delivery
• Subject to stock availability
• Price difference will be adjusted (refund or additional payment)
• Contact orders@petbasket.online for exchanges

8. Non-Delivery / Lost Shipments

If your order is not delivered within the estimated timeframe:

1. Check tracking status on our website
2. Contact us after 10 business days from shipping date
3. We will investigate with our courier partner
4. Full refund or re-shipment for lost packages

9. Contact for Returns & Refunds

10. Grievance Redressal

If you are not satisfied with our resolution, you may escalate to our Grievance Officer: