Return & Refund Policy | Under the Paws

Important — please read before raising a request
Returns are available only on selective products at Under the Paws. Please check the individual product
description page to confirm whether your item is eligible for return before placing your order or initiating a
request.

For most products, we offer a replacement-only policy — no cash refund is applicable.

Any changes, exchanges, or replacements initiated due to customer preference (wrong size ordered, change of
mind, colour preference) will incur additional charges including but not limited to return shipping, forward
shipping, and handling fees.
This Return & Refund Policy applies to all purchases made on Under the Paws (underthepaws.in).

1. RETURN ELIGIBILITY — SELECTIVE ITEMS ONLY
Returns are not available on all products sold by Under the Paws. Only selective items carry a return option.
Please check the product description page carefully before purchasing. The return eligibility of each product
is clearly mentioned on its individual product page.

Items that are generally NOT eligible for return:
• Pet accessories including collars, leashes, harnesses, muzzles, snap hooks, and chains
• Grooming tools and brushes
• Bowls, feeders, and water bottles
• Toys
• Cat litter, scoopers, and litter trays
• Treats, biscuits, and any edible/consumable products
• Items that have been used, washed, or altered in any way
• Items not in their original packaging

For items marked as returnable on the product page, the following conditions apply:
• The item must be unused and in its original condition
• The return request must be raised within 7 days of delivery
• The item must be in its original packaging with all accessories and tags intact
• Proof of purchase (order number or invoice) must be provided

2. REPLACEMENT POLICY — APPLICABLE TO MOST ITEMS
For most products sold on Under the Paws, we offer a one-time replacement in the following circumstances
only:
• The item received is damaged or defective at the time of delivery
• The wrong item was shipped by us (different product or variant from what was ordered)

Replacements are subject to stock availability. If the exact item is not available, we will offer a store credit or,at our discretion, a refund.

To raise a replacement request:
Step 1: Contact us within 48 hours of delivery at support.underthepaws@gmail.com or WhatsApp +91 89288
15513.
Step 2: Share your order number and clear photographs of the damaged/wrong item and its packaging.
Step 3: We will review and respond within 24–48 hours.
Step 4: On approval, the replacement will be dispatched within 2–3 business days.

3. CHARGES FOR CUSTOMER-INITIATED CHANGES
Any changes, exchanges, or replacements requested due to reasons attributable to the customer — including
but not limited to wrong size ordered, change of mind, colour preference, or ordering the incorrect variant —
will attract additional charges as follows:
• Return shipping charge: cost of courier to send the item back to us
• Forward shipping charge: cost of courier to dispatch the replacement to you
• Handling fee (if applicable): ₹30–₹50 depending on the product

These charges will be communicated to you at the time of raising the request and must be paid before the
replacement is dispatched. Under the Paws reserves the right to decline a customer-initiated exchange if the
product is not in its original unused condition.

4. REFUND POLICY
Cash refunds are issued only in the following limited circumstances:
• The item returned is confirmed as eligible for return (as mentioned on the product page) and the return
has been approved by our team
• We are unable to provide a replacement for a damaged or wrong item due to stock unavailability
• An order was prepaid and subsequently cancelled by Under the Paws (not by the customer)

Approved refunds are processed within 5–7 business days.
Online payment refunds (UPI, card, net banking) are credited to the original payment source.
COD refunds are issued via bank transfer — please share your bank account details (account number, IFSC
code, account name) when raising a refund request.
Original shipping charges are non-refundable in all cases.

5. NON-RETURNABLE AND NON-REFUNDABLE ITEMS
The following items are strictly non-returnable and non-refundable under all circumstances:
• Treats, biscuits, and all edible or consumable products
• Any item that has been used, opened, washed, or shows signs of use
• Personalised or custom-made items
• Items purchased during sale or promotional events (unless damaged on arrival)
• Digital products or services

6. CANCELLATIONS
Orders can be cancelled within 2 hours of placement by contacting us at support.underthepaws@gmail.com
or WhatsApp +91 89288 15513. Once an order is dispatched, it cannot be cancelled. If a prepaid order is
refused at delivery or returned undelivered, the refund will be processed after deducting applicable shipping
and handling charges.
7. CONTACT FOR RETURNS AND REPLACEMENTS
For all return, replacement, and refund queries, please contact us with your order number:
support.underthepaws@gmail.com
WhatsApp: +91 89288 15513
Response time: Within 24 hours, Monday to Saturday