Refund policy

Returns, Refunds, Replacements & Warranty Policy

Warranty coverage, duration and applicability vary by product and are stated on the applicable product page. Warranty applies only where a warranty period is expressly stated on the individual product page. If no warranty is stated, the product does not carry a product warranty. The absence of a product warranty does not affect any eligible delivery-related claim under this policy.

1. Orders Purchased on Petverse Website

For any product malfunction or issue, customers are required to complete the applicable troubleshooting steps provided in the product user manual and/or communicated by Petverse support, and provide photographs, videos, order details or other information requested for verification.

If physical inspection is required, the customer must securely send the product to the designated Petverse service location at the customer's own cost, in appropriate condition and along with all parts, cables, adapters, accessories and components originally supplied with the product. Incomplete submissions may delay or prevent inspection and resolution.

Petverse must receive and inspect the product before any repair or replacement can be processed. No replacement will be processed in advance or simultaneously while the original product remains with the customer or is in transit to Petverse.

Following inspection, Petverse will determine warranty eligibility and the appropriate resolution, which may include repair, replacement of the affected component, or replacement of the product where required.

For an eligible warranty claim, Petverse will bear the standard shipping cost of sending the serviced or replacement product/component back to the customer.

Delivery Damage, DOA or Incorrect Shipment

If a product purchased directly from the Petverse website is received physically damaged, Dead on Arrival (DOA), or is different from the product ordered, the issue must be reported to Petverse within 3 days of delivery, along with photographs, videos, packaging images, order details and any other information requested for verification.

If the issue is verified by Petverse as delivery/transit damage, DOA or an incorrect shipment attributable to Petverse, Petverse will arrange or bear the applicable return shipping cost.

Any applicable replacement or other resolution will be processed only after the original product has been received and verified by Petverse.

2. Marketplace, Retail & Third-Party Purchases

For products purchased through Amazon, Supertails, retail stores, third-party marketplaces, authorised retailers or other authorised sales channels, delivery-related issues including physical/transit damage, breakage, missing items, incorrect shipments, returns, replacements or refunds must be raised with the original marketplace, retailer or seller within their applicable reporting period and will be governed by their respective policies.

The respective marketplace, retailer, seller or logistics provider is responsible for fulfilment and delivery. Petverse cannot process or override their return, refund, replacement or delivery-related decisions.

Physical damage, breakage, transit damage, missing parts or other delivery-related issues reported after the applicable marketplace, retailer or seller reporting period will not be covered under the Petverse product warranty.

After the applicable reporting period has expired, warranty-related issues may be raised directly with Petverse, subject to the warranty applicable to the specific product and the warranty process below.

If physical inspection is required for a warranty-related issue, the customer must send the product to the designated Petverse service location at the customer's own cost.

3. Warranty Claims & Service

All warranty-applicable products, whether purchased directly from the Petverse website or through an authorised marketplace, retailer or other sales channel, must be registered for warranty on the Petverse website before a warranty claim can be initiated. Valid proof of purchase must also be provided.

Warranty coverage is applicable only to products purchased directly from Petverse or through an authorised marketplace, retailer or seller.

All warranty claims are subject to troubleshooting, verification and, where required, physical inspection by Petverse.

If physical inspection is required, the customer must securely send the product to the designated Petverse service location at the customer's own cost, in appropriate condition and along with all parts, cables, adapters, accessories and components originally supplied with the product. Incomplete submissions may delay or prevent inspection and resolution.

Where inspection is required, Petverse must first receive and inspect the product before determining warranty eligibility or processing any repair, replacement or other resolution.

Following inspection, Petverse will determine the appropriate resolution. Depending on the verified issue, Petverse may repair the product, repair or replace the affected component, or replace the product where required.

Inspection and service will generally take approximately 7–10 business days from receipt and may take longer depending on the nature or complexity of the issue and availability of parts.

Where a product or component is replaced under an approved warranty claim, only one warranty replacement of the affected product or component will be provided during the applicable original warranty period.

Any repair or replacement does not restart or extend the original warranty period. The repaired or replacement product/component will remain covered only for the balance of the original applicable warranty period, calculated from the original date of purchase.

4. Warranty Exclusions

Warranty does not cover:

  • accidental or physical damage;

  • misuse, negligence, mishandling or improper storage;

  • improper installation, operation, maintenance or cleaning;

  • damage caused by pets, including chewing, scratching or other physical interference;

  • damaged, cut, pulled, altered or chewed cables or wires;

  • inappropriate water or liquid exposure;

  • use of cables, chargers, adapters, power supplies, accessories, replacement parts or components other than those supplied or specifically authorised by Petverse;

  • use contrary to the product user manual, instructions or intended purpose;

  • unauthorised opening, modification, disassembly, alteration or repair;

  • incompatible power sources, voltage fluctuations or external electrical conditions;

  • consumables and replaceable-use items, unless expressly stated otherwise on the applicable product page;

  • normal wear and tear; or

  • cosmetic damage that does not affect the intended functioning of the product.

Warranty eligibility will be determined by Petverse based on verification and, where required, inspection of the product.

5. No Returns & Cancellations

Petverse follows a strict no-return policy once an order has been delivered.

Orders placed directly on the Petverse website may be cancelled only before dispatch. Eligible pre-dispatch cancellations will be refunded to the original payment method. Once an order has been dispatched, cancellation or monetary refund will not be available.

Where Petverse determines that store credit is an appropriate resolution, it may be issued at Petverse's discretion following receipt, verification and, where applicable, inspection and quality check of the product. Store credit is not an automatic entitlement.

Any promotional product or gift supplied with an order must also be returned where the underlying product is accepted by Petverse for replacement or store credit.

For purchases made through marketplaces, retailers or other third-party sales channels, cancellations, returns, refunds and replacements will be governed by the original marketplace, retailer or seller's applicable policies.

Contact & Support

For delivery-related issues, warranty claims, replacements or other support under this policy, customers must contact Petverse at support@petverse.in with their order details and relevant photographs/videos, where applicable.

Any issue subject to a specified reporting period must be reported to the above email address within the applicable period.