In order to 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 the 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 through original mode of payment.
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 help@Loyalpetzone.com 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), full 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 case 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 heavyweight parcels(above 10kg weight).
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/unused and the reason for the return is genuine.
a)Damaged goods/ wrong product received- In case product shipped is received as damaged / wrong product shipped which again is very rare, we arrange for immediate return and replacement/ refund without return as per customer choice.
For most pin codes where pickup facility is available, we pick the wrong/ damaged item from the customer’s premises and 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 for a refund. All refunds are processed within 2 business days without any deduction. Costs conceded by the 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’s 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 both perishable & non-perishable products, we provide 7-day return window from the date of delivery.
c)Low-expiry/expired goods received – Our packers and pharmacists double-check everything, including ‘best before’ & expiry dates before shipping.
Still, If you receive a totally expired product or a low-expiry product or exp date different from what is mentioned in a product listing, please WhatsApp or email us an image of the batch number and expiry date of the product received. New batch with long expiry date will be shipped immediately & delivered to your address or a full refund initiated as per your wish or if a newer batch is not available with us at that time(full refund without any return)
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Website/App Privacy Policy – Refer to this link.
For any queries:-
Email – Help@LoyalPetzone.com.
Call/Whatsapp +91-9748412071.