📅 Last Updated: March 2, 2026 | Effective Date: March 2, 2026
🎉 Our Promise: We want you and your furry friends to be completely satisfied with every purchase. If something isn't right, we're here to help!
1. Return Policy Overview
⏱️ Key Timelines (MANDATORY)
1
Return Window: 7 days from delivery date
2
Return Request Processing: 24-48 hours
3
Product Pickup: Within 3-5 business days after approval
4
Refund Processing: 5-7 business days after product received
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
The following products cannot be returned:
- Pet food items (once opened) - for hygiene reasons
- Customized or personalized products
- Products marked as "Non-Returnable" on product page
- Products damaged due to misuse or negligence
- Products without original packaging or tags
- Free gifts or promotional items
3. Cancellation Policy
| Order Status | Cancellation | Refund |
|---|---|---|
| Order Placed (not shipped) | ✅ Yes - Free cancellation | 100% refund within 3-5 business days |
| Order Shipped | ❌ No cancellation | Refuse delivery or initiate return |
| Order Delivered | Use Return process | As per return policy |
3.1 How to Cancel an Order
- Email us at info@petbasket.online with your Order ID
- Or call +91 8341558257
- Cancellation must be requested before order is shipped
4. Refund Policy
💰 Refund Timelines (MANDATORY)
| Refund Type | Timeline |
|---|---|
| Order Cancellation (before shipping) | 3-5 business days |
| Return (after product received by us) | 5-7 business days |
| COD Orders | Bank transfer within 7 business days |
4.1 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) |
5. How to Initiate a Return
- Contact Us: Email info@petbasket.online or call +91 8341558257
- Provide: Order ID, Product name, Reason for return, Photos (if damaged)
- Wait for Approval: 24-48 hours
- Schedule Pickup: We arrange free pickup
- Refund: Processed within 5-7 business days after we receive the product
6. Damaged or Defective Products
📸 Important: For damaged products, please take photos/videos at the time of delivery and report within 24 hours for faster resolution.
7. Grievance Redressal
If you are not satisfied with our resolution, you may escalate to our Grievance Officer:
⚖️ Grievance Officer (as per IT Rules 2021)
Name:
Rachamallu Gangadhar Reddy
Email:
grievance@petbasket.online
Phone:
+91 8341558257
Resolution Time:
Within 30 days of complaint
8. Contact for Returns
📞 Customer Support
Email:
info@petbasket.online
Phone:
+91 8341558257
Business Hours:
Mon-Sat, 10:00 AM - 6:00 PM IST