PetWorX

Cancellation, Return & Refund Policy

Order Cancellation

1. Once an order is placed on the PetworX website, it is not eligible for cancellation.
   However, in exceptional circumstances, if a cancellation request is raised within 24 hours of placing the order through our website (www.PetworX.in), PetworX may, at its sole discretion, consider the request.

Acceptance of such a cancellation request is subject to the shipment status of the product. If the product has already been shipped within the 24-hour window, cancellation may be permitted only after deduction of applicable shipping charges or statutory fees, as deemed necessary by the company.

Under no circumstances will cancellation requests be accepted after 24 hours from the time of order placement. For further assistance, customers may contact us at petworx25@gmail.com.

2. Approved refunds, if any, may take up to 15 working days to be processed from the date of approval. Customers will be notified regarding refund status via email.

3. PetworX reserves the right to cancel orders that fall under non-serviceable, inaccessible, or logistically challenging locations. The company may refuse, cancel, or deny any order at its discretion.

4. PetworX also reserves the right to cancel orders due to limited product availability, pricing inaccuracies, technical errors, or concerns flagged by our credit and fraud prevention systems.

5. In cases where a transaction is suspected to be fraudulent or in violation of the website’s terms and conditions, PetworX may cancel such orders with or without prior notice.

6. PetworX may require customers to present valid proof of identity at the time of delivery. Failure to provide the same may result in cancellation of the order.

Return / Exchange Policy & Procedure

Damaged or Incorrect Product Delivery

1. If a product is received in a damaged condition or an incorrect item is delivered, the customer must immediately inform PetworX customer support. Customers can reach us via email at petworx25@gmail.com.

We strongly recommend customers record an unboxing video and capture images at the time of opening the package to support their claim.

2. It is mandatory for customers to report damaged or incorrect products within 24 hours of delivery. Claims reported after this period will not be eligible for return or exchange.

3. Returns sent without an approved return or exchange request will not be accepted. Customers must first raise a return/exchange request, after which a return ticket will be generated.

Return / Exchange Procedure

1. Upon receiving a return or exchange request, our customer support team will contact the customer to collect preliminary details, which may include:

• Images of the damaged product

• Images of the incorrectly delivered product

• Packaging images

• Any additional information deemed necessary

2. After reviewing the submitted details, our customer support team will communicate whether the request is approved for further processing.

a) Customers must share shipment details on the day the damaged or incorrect product is dispatched.
b) Once approved, the product must be sent to PetworX for physical verification.
c) Upon receipt and verification, the status of the return or exchange will be communicated within 24 hours.
d) Replacement, if approved, may take up to 15 days from the date the returned product is received.

3. While returning a product, customers must ensure:

• The product is returned in its original packaging

• Serial numbers remain intact and untampered

• Product composition is unchanged

• All labels, cartons, accessories, and inserts are included

• Any complimentary or free items received with the order are also returned in original condition

If any claim is found to be false or misleading, the request will be rejected, and all shipping charges will be borne by the customer.

Cases Where Return / Exchange Is Not Allowed

• No return or exchange will be accepted for free or complimentary products.

• No return or exchange will be allowed if the customer refuses delivery or if multiple delivery attempts fail due to customer unavailability.

• Returns will not be accepted if the delivery address provided was incorrect, incomplete, or unreachable.

• PetworX will not be responsible for any damage caused after delivery, and such cases will not be eligible for return or exchange.

4. Refund requests will not be entertained in cases where an exchange is feasible.
   Customers should note that return or exchange approvals are subject to internal assessment and management discretion. PetworX reserves the exclusive right to approve or reject such requests.

Policy Updates

5. PetworX may review and update this Cancellation, Return, and Exchange Policy periodically. Any changes will be published on the website and will be effective immediately upon posting. Customers are advised to review this policy regularly.

Contact Information

6. If you are dissatisfied with our customer support service, please email us at petworx25@gmail.com, and we will address your concern on a case-by-case basis.