Return, refund and cancellation policy

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In order of guarantee 100% satisfaction of our customers, we at LoyalPetZone strive to make the process of returns, refunds, and cancellations easy and quick.

Cancellations by us – In case order has to be refunded due to any issue from our side (unavailability of stock, unavailability of delivery at a certain pin code, product damaged or lost in transit etc), full refund without any deduction is processed within 2-3 business days.

We try our best to provide superior packaging in corrugated box with foam and bubble wraps to prevent damage to the product while in transit, avoid delays in delivery and maintain proper inventory. So such cancellations are rare.

Cancellations by you – Customer reserves the right to cancel any order before or after it is shipped.

To request cancellation, you need to mail us at or call/text/whatsapp us at +91-9748412071 with your orderid.(emails are better). 

Any prepaid payment made by the customer for such cancellations will be refunded back to the customer through the original mode of payment in 2-3 business days based on 2 cases:-

a)Before order is shipped – Any such cancellation requested by customer due to issue from their side (Do not want the product anymore, purchased by mistake etc), refunds are processed instantly/ in 2-3 business days as per payment mode. For orders of amount more than Rs2000, there may be deduction of 2% transaction fee(charged by bank, not us).

b)After order is shipped – These cancellations due to issues originating from buyer side (Wrong product ordered in haste, going out of station, my dog ran away etc), refund will be processed after deduction of 2% transaction fee + shipping fee for heavy-weight products. Same is the cases for orders especially heavy weight items with incorrect mobile number/ address. Such parcels may get RTOd(Return to origin) and 1 way shipping fee may be charged before refund for heavy weight parcels.

Return/ replacement/ refund for:-

Standard 7 day return policy is applicable for all products with seal intact and in original packaging. At times, we accept returns even after 7 days of delivery provided the parcel/ product is unopened or the reason of return is genuine.

a)Damaged goods/ wrong product received- In case product shipped is received as damaged / wrong product shipped/ short expiry which again is very rare, we arrange for immediate return and replacement/ refund without return within 7 days of delivery as per customer choice.

For some pin codes where pickup facility is available, we pick the wrong/ damaged item from customer’s premises and the customer is given the choice of either refund/ replacement as his/her discretion. In case customer location is very remote with no pick-up facility available, customer needs to ship the item back to us to be eligible for a refund. All refunds are processed within 2 business days without any deduction. Costs conceded by customer in case of sending back where pickup facility is unavailable are also reimbursed by us in addition to the order amount.

All our shipments carry Transit Insurance which enables us to give full refund up to any value or replacement as per customer wish for shipments lost in transit by courier.

b)Customer remorse –  For consumable products like food packets, medicines, supplements etc where right undamaged product is delivered, return/refund won’t be given if product seal is opened by customer to try it and then want to initiate return. If seal is intact or parcel unopened, we will take return and refund up to 7 days of delivery.

For products like dog collars and other non-perishable products, we provide return/exchange facility if there is size mismatch or color changes. We bear the cost of getting the item picked up from the customer and then refunded full/ replaced as per customer choice. Also for non-perishable products, we provide 7 days return window.

For any queries:

Email –