At Paw Pure, a brand operated by Van Vet Private Limited ("Company," "We," "Us," or "Our"), our goal is to make your shopping experience smooth, transparent, and completely worry-free. We understand that sometimes things do not go as planned. This policy outlines how cancellations, returns, replacements, and refunds work so you always know what to expect.

By shopping with us on pawpureindia.com or our application, you agree to the terms outlined below.

1. Order Cancellation

Customer-Initiated Cancellations

• Before Dispatch: You may cancel your order at any time before it has been processed or dispatched. To cancel, please email us at care@pawpureindia.com with the subject line "Order Cancellation - [Your Order Number]". If cancelled successfully before dispatch, a full refund will be processed to your original payment method.

• After Dispatch: Once an order is processed and handed over to our delivery partners, cancellation is no longer permitted. If you refuse delivery, the package will be returned to us, and shipping charges may be deducted from your final refund.

Company-Initiated Cancellation 

We reserve the right to cancel any order due to stock unavailability, pricing errors, suspected fraud, or if the order exceeds standard individual consumption quantities.  

In such events, you will be notified immediately, and a full refund will be issued.

2. Returns & Replacements Eligibility

We offer a 7-day return and replacement window starting from the date of delivery, subject to the conditions below 

Eligible for Return/Exchange: 

• Products that are completely unused, unworn, and in their original condition.

• Products returned with all original packaging, labels, tags, and accessories intact.

• Products that arrived damaged, defective, or incorrect.

Ineligible for Return (Non-Returnable Items):

For safety, hygiene, and regulatory reasons, the following items cannot be returned or exchanged unless received in a damaged or defective condition:

• Edible and perishable items (Food, treats, chews).

• Opened or used health, wellness, and nutritional supplements.

• Personalized or custom-made products.

• Grooming supplies, pet beds, mats, and cat litter.

• Dog and cat toys.

• Items purchased on final sale, clearance, or using gift cards.

3. Damaged, Defective, or Incorrect Products 

We carefully inspect all Paw Pure packages before dispatch. However, if your order arrives damaged, defective, or you receive the wrong item:

1. Report Immediately: Contact us within 24 hours of delivery.

1. Provide Proof: Email care@pawpureindia.com with your Order ID and clear photographs or an unboxing video of the damaged product and shipping box.

1. Resolution: Once verified, we may immediately arrange for a free replacement to be shipped to you. If a replacement is out of stock, we may issue a full refund. You generally do not need to return the heavily damaged consumable item, but please wait for instructions from our support team. 

4. How to request a return

1. Initiate: Email our support team at care@pawpureindia.com or log into your Paw Pure account and navigate to the "Return/Exchange Requests" section within 7 days of delivery.

1. Details: Provide your Order ID, registered phone number, the item(s) you wish to return, and the reason for the return.

1. Inspection & Pickup: Our team will review your request within 1–2 business days. If approved, our logistics partner will attempt to collect the item within 48 hours. Please ensure the product is securely packed in its original box. 

Note: The Company generally bears the cost of return shipping for defective or incorrect items. For discretionary returns (if approved), the cost of return shipping may be deducted from your refund.

5. Refund Process & Timelines

Once your returned item is received at our facility and inspected to ensure it meets our return conditions, we will notify you of the approval or rejection of your refund.

If approved, refunds are processed according to the following timelines: 

 

If you haven’t received a refund within the stipulated time, please check with your bank or credit card company, as processing times can vary. If the issue persists, contact us at care@pawpureindia.com. 

6. Teleconsultation Appointments

If you have booked a veterinary teleconsultation through Van Vet Private Limited:

• Cancellation: You may cancel your appointment up to 1 hour prior to the scheduled time for a full refund.

• No-Shows: If you fail to attend the scheduled teleconsultation without prior cancellation, no refunds will be issued.

• Provider Cancellation: In the rare event that our veterinary consultant must cancel, we will notify you immediately and offer either a rescheduled appointment or a full refund. 

7. Promotional and free products

Products received as part of a promotional offer, bundle, free gift or special discount may be subject to additional return or refund conditions.

Where applicable, the refund amount may be adjusted if promotional conditions are not fulfilled.

8. Contact Information

For any support related to cancellations, returns, replacements, or refunds, we are here to help:

Van Vet Private Limited (Paw Pure)

Email: care@pawpureindia.com 

Phone: +91 7041640880 (Mon-Fri, 9:00 am to 6:00 pm IST)

Registered Office : Vanvet Private Limited, B-415, The Landmark,

Opp. Kansar Hotel, Kudasan, Gandhinagar, Gujarat, India - 382421

Jurisdiction: Any disputes are subject to the exclusive jurisdiction of the competent courts in Gandhinagar, Gujarat, subject to applicable Indian law.