Refund, Return & Cancellation Policy

At PurePawPlanet, we aim to provide high-quality pet products and reliable customer support. Please read this policy carefully before placing an order. By completing a purchase on our website, you acknowledge that you have reviewed the applicable product details and this policy, subject always to rights available under applicable law.

Order Cancellation Policy

Orders are processed quickly after confirmation. Therefore, cancellation or modification requests may not be possible once an order has entered processing, fulfilment, or dispatch.

If you need to request a cancellation or modification, contact us as soon as possible at support@purepawplanet.us. We will try to assist where operationally possible, but cancellation cannot be guaranteed after processing has begun.

If an order has already been dispatched, it cannot ordinarily be cancelled through customer support. Any applicable consequences of refusing an already-dispatched order are explained below under the Partial COD, Doorstep Refusal & RTO Policy.

This policy does not restrict any cancellation, refund, replacement, or other rights that may be available under applicable law.

Partial COD & Upfront Payment Policy

For orders placed using Partial Cash on Delivery (Partial COD), a portion of the total order value is collected online in advance, while the remaining eligible balance is payable at the time of delivery.

The upfront amount is collected to confirm the customer's purchase intent and contribute toward costs associated with processing and fulfilling the order, which may include packaging, payment processing, order handling, forward logistics, return-to-origin logistics, and restocking or handling expenses where actually incurred.

Before completing a Partial COD order, customers should carefully verify:

• Product selection
• Size, colour, and variant
• Quantity
• Delivery address
• Phone number
• Final payable amount

Partial COD Advance in Case of Doorstep Refusal, Failed Delivery or Post-Dispatch Cancellation

If a customer:

• Refuses the shipment at the doorstep without a valid product-related reason;
• Cancels or attempts to cancel after the order has been dispatched;
• Intentionally fails to accept delivery;
• Provides an incorrect, incomplete, or undeliverable address;
• Provides incorrect contact information;
• Remains unavailable despite reasonable delivery attempts; or
• Causes the shipment to be returned to origin due to circumstances attributable to the customer,

the Partial COD upfront amount may be retained or adjusted against actual and reasonable costs incurred by PurePawPlanet, including applicable order processing, packaging, payment processing, forward shipping, return-to-origin logistics, handling, and restocking costs, to the extent permitted by applicable law.

Where the upfront amount exceeds the actual amount lawfully retainable or chargeable, any eligible balance will be handled in accordance with applicable law and this policy.

When the Partial COD Advance Will Not Be Withheld Due to Seller-Side Issues

The above retention policy does not apply where the customer is entitled to an appropriate remedy under applicable law, including eligible verified cases where:

• The wrong product was delivered;
• The product arrived damaged;
• The product was defective upon arrival;
• The item was materially different from its description;
• PurePawPlanet cancelled the order;
• The order could not be fulfilled due to a seller-side issue; or
• A refund, replacement, or other remedy is otherwise required under applicable law.

Approved claims remain subject to the verification requirements described below, where such requirements are reasonable and legally permissible.

No Returns for Change of Mind

PurePawPlanet generally does not accept returns solely for:

• Change of mind;
• Personal preference;
• Accidental purchases;
• Ordering the wrong product;
• Ordering the wrong size, colour, or variant; or
• No longer wanting the product after delivery.

Customers are requested to review product descriptions, dimensions, specifications, compatibility, size, colour, variant, and other relevant details before placing an order.

This section does not affect rights or remedies available under applicable law for damaged, defective, incorrect, misdescribed, or otherwise non-conforming products.

Damaged, Defective, Incorrect or Materially Misdescribed Products

If your item arrives damaged, defective, incorrect, or materially different from its description, please contact us promptly at:

Email: support@purepawplanet.us

Please provide:

• Your order number;
• Clear photographs showing the issue;
• A brief description of the problem;
• Photographs of the outer packaging and shipping label where relevant; and
• A complete, unedited unboxing video where available and reasonably required for verification.

Claims are reviewed individually based on the available evidence and circumstances.

Unboxing Video Requirement

To help verify claims involving:

• Damaged products;
• Defective products;
• Missing items;
• Incorrect items; or
• Suspected tampering during transit,

customers are strongly requested to record a continuous unboxing video.

The video should:

• Show the sealed package before opening;
• Clearly display the shipping label;
• Record the opening and unboxing process continuously;
• Avoid cuts, edits, or interruptions; and
• Clearly show the issue being reported.

Failure to provide an unboxing video may make certain claims more difficult to verify. However, claims will be assessed based on the available evidence and applicable law, and the absence of a video will not override any non-waivable rights available to the customer.

Refund & Replacement Eligibility

Subject to verification and applicable law, a customer may be eligible for an appropriate remedy where:

• The product arrives damaged or broken;
• The wrong item is delivered;
• The product is defective upon arrival;
• Items are missing from the shipment; or
• The product is materially different from its description.

Depending on the circumstances, the remedy may include:

• Replacement;
• Full refund;
• Partial refund; or
• Another appropriate resolution.

Situations Generally Not Eligible for Refund or Replacement

Subject to applicable law, refunds or replacements are generally not provided for:

• Change of mind;
• Personal preference;
• Ordering the wrong size, colour, product, or variant;
• Accidental purchases;
• Normal wear and tear;
• Damage caused by misuse or improper handling after delivery;
• Minor cosmetic or appearance variations that do not materially affect functionality;
• Failure to follow product instructions;
• Damage caused by the pet after delivery; or
• Shipping delays caused solely by circumstances outside our reasonable control, where no refund right otherwise arises under applicable law.

Replacements

If a claim is approved, PurePawPlanet may provide an appropriate resolution based on the circumstances, including:

• A replacement at no additional product cost;
• A partial refund;
• A full refund; or
• Another mutually appropriate remedy.

Any remedy will be provided in accordance with applicable law.

Incorrect or Incomplete Address

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order becomes undeliverable or is returned to origin because of:

• Incorrect address;
• Incomplete address;
• Incorrect PIN code;
• Incorrect phone number;
• Customer unavailability after reasonable delivery attempts; or
• Other customer-provided delivery information errors,

any refund or adjustment may take into account actual and reasonable costs incurred, where permitted by applicable law.

Doorstep Refusal

Customers should not refuse a correctly supplied order at the doorstep merely because they have changed their mind, no longer want the item, found an alternative product elsewhere, or placed an accidental order.

For Partial COD orders, refusal of a correctly supplied shipment after dispatch may result in the upfront amount being retained or adjusted against actual and reasonable fulfilment, logistics, RTO, handling, and restocking costs incurred, subject to applicable law.

If the package appears visibly damaged, tampered with, or otherwise presents a genuine delivery concern, please document the condition where possible and contact us promptly.

Refund Processing

Where a refund is approved, it will be processed to the eligible payment method or through another appropriate refund method.

Processing times may vary depending on:

• Payment gateway;
• Bank;
• UPI provider;
• Card issuer; or
• Other payment service provider.

Contact Us

For questions about an order, cancellation request, Partial COD payment, refund, replacement, or this policy, contact:

PurePawPlanet Customer Support
Email: support@purepawplanet.us

Our support team will review your request and assist based on the circumstances of the order and applicable policy.