Refund policy

Refund and Return Policy
Last updated: 14 August 2026

Customers may request a return within seven calendar days after delivery.

For a change-of-mind return, the item must be unused, undamaged and in its original packaging with supplied accessories, labels and documentation. Contact PawPura before returning anything; unapproved parcels may not reach the correct return location.

Opened hygiene-sensitive items, consumables, personalised products, gift cards and items damaged through misuse are not eligible for a change-of-mind return where this exclusion was disclosed before purchase. This exclusion does not apply to an item that arrived defective, damaged, incorrect or materially different from its description.

Report a damaged, defective, incorrect or materially misdescribed item within seven calendar days after delivery. Photographs or video may be requested to help investigate, but an unboxing video is not the sole condition for a genuine claim. For an approved supplier or delivery error, PawPura will offer an appropriate replacement or refund and cover the approved return cost where a return is required.

For an approved change-of-mind return, the customer pays the return-delivery cost and the original delivery charge is not refundable, except where applicable law requires otherwise.

An order may be cancelled for a full refund before dispatch. After dispatch, cancellation may no longer be possible.

Approved refunds are initiated to the original payment method within five business days after approval or inspection. The bank or payment provider may require additional processing time.

For a parcel returned because of an incorrect address, refused delivery or an unpaid customs charge disclosed before purchase, a refund may exclude documented, non-recoverable shipping, return or customs costs, only where permitted by law.

Nothing in this policy limits non-waivable rights under applicable Indian consumer law.

Use the Contact Us page or PawPura WhatsApp support to begin a request. Include the order number and checkout email address.