Refund policy
Returns & Refunds Policy – The Paws Store
At The Paws Store, we prioritize the safety, hygiene, and well-being of pets. Due to the nature of pet products, our return policy is limited.
We offer a 7-day return window. This means you have 7 days after receiving your order to request a return.
Eligibility for Returns
To be eligible for a return:
- The item must be unused, unopened, with tags, and in its original packaging (new condition only).
- You must provide proof of purchase.
- A clear unboxing video or images are mandatory, showing the issue at the time of opening the package. The video should ideally be continuous and clearly show the package being opened.
To initiate a return, contact us at paws@pixies.in with your order details and proof. Once approved, we will share return instructions. Return shipping is the customer's responsibility, including all associated courier costs.
⚠️ Items sent back without prior approval will not be accepted.
Restocking Fee
A flat ₹80 restocking fee applies to all approved returns. This will be deducted from your refund at the time of processing. Return shipping charges are also borne by the customer.
Returns for Change of Mind
We do accept returns for change of mind until the order has been dispatched. Once dispatched, returns may be accepted on a case-by-case basis. Please reach out to paws@pixies.in. Return shipping and the ₹80 restocking fee are the customer's responsibility.
⚠️ Items sent back without prior approval will not be accepted.
Damages, Defects & Wrong Items
Please record an unboxing video when opening your package. If you receive a damaged product, a defective item, or the wrong product, contact us within the 7-day window at paws@pixies.in with the required proof so we can resolve the issue quickly. In such cases, the restocking fee will be waived.
Non-Returnable Items (Pet Safety & Hygiene)
For hygiene and safety reasons, the following items are not eligible for return:
- Pet food, treats, and consumables
- Opened or used products
- Grooming and hygiene products (shampoos, wipes, etc.) once opened
- Personalized or custom products
- Sale items and gift cards
Exchanges
We do not offer direct exchanges. If your item qualifies (damaged or wrong product), we will provide a replacement or refund after review.
Refunds
Once we receive and inspect your return, we will notify you of the approval status. If approved, a restocking fee of ₹80 will be deducted and the remaining amount will be refunded to your original payment method within 7 days. Processing time may vary depending on your bank or payment provider.
If more than 15 business days have passed since approval, please contact us at paws@pixies.in.