Refund and Cancellation

  1. Cancellation by Partners: In the event, the Partner initiated the cancellation of any order for delivery goods or any appointment for provision of services for any reason which includes but not limited to unavailability of the Partner to perform any services, unavailability of delivery at a certain pin code, product damaged, lost in transit, or shortage of stock, Petmama will try its best to schedule the appointment with another Partner. In case Petmama fails to provide the Partner, full Charges including any Fee paid by you will be refunded along with Petmama credits equal to the Charges and Fees, if any paid by the Customer for such services.

 

  1. Cancellation by you: 

  2. The Customer may cancel any order for delivery of goods within 4 hours of placing such order and the Charges paid by the Customer including Fees, if any shall be refunded to the Customer within 7-8 business days through the same mode as was used by the Customer for payment without any deduction. For cancellation requests after the prescribed time, Charges and Fees excluding any shipping fee will be refunded to the Customer in the form of a Petmama Credit and can be used for payment of any Charges or Fees for purchase of goods and services through the Platform.

  3. The Customer may cancel any appointment for provision of services by the Partner at least 48 hours prior to the appointment and the Charges paid by the Customer including Fees, if any shall be refunded to the Customer within 7-8 business days through the same mode as was used by the Customer for payment without any deductions. For cancellation requests after the prescribed time, payments will not be refunded to the Customer cancellation of any appointment for services.

  4. Charges and Fees, if any in relation to services booked within 48 hours of the appointment will be non-refundable.

 

  1. Reschedule/ Return/ Replacement/ Refund:

  2. Any services provided by the Partners through the Platform can only be rescheduled 48 hours prior to the appointment. Rescheduling of services can be done only once per booking. 

  3. The Customer may request the return or replacement of a non-perishable item purchased through the Platform within 7 days from the date of delivery of such item for any reason whatsoever. However, in order to receive a full refund of Charges and Fees, excluding any shipping charges paid at the time of delivery, the items must be returned in the original packaging delivered to you to ensure no damage is made during transit. 

  4. Items which are perishable such as food items cannot be returned and the refund for such orders cannot be processed. However, if you have any complaints you may write to us at support@petmama.in and we promise to look into it. 

  5. Item condition must be new and not used. Items that are returned with missing parts, used, dirty, or even damaged may be refused for return or may be subject to a reduced refund depending on what condition it is returned. 

  6. In the event, the item purchased by the Customer through the Platform is received as damaged/defective/wrong product shipped, we will be happy to arrange for immediate return and replacement or refund as per the Customer’s choice and through the same mode in which payment for such items was made by the Customer. All such refunds shall be processed within 7 business days without any deduction including shipping or delivery charges. 

 

  1. Cancellation and Return Procedure: In order to request a cancellation or initiate a return or reschedule an appointment, please write to us at:

  2. Support@petmama.in with your order details, reason for return and in case of receipt of defective/damaged product, photographs of such damage or defect, wherever possible.

  3. As soon as we receive your return request, a RMA number (Return Merchandise Authorization) will be sent to you with 2 hours of such request including return instructions. You may use this RMA number to follow up on your request. We process such requests within 4-5 business days.