Return and Exchange Policy

Order Cancellation

Cancellation before shipment (Only valid on orders’ place & delivery in India):

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team or get in touch with us on WhatsApp.

In such cases, the order will be cancelled, and the money will be refunded to you within 12-14 business days after the cancellation request is duly processed by us.

Cancellation post shipment :

Due to COVID-19 restrictions, we are not accepting post-dispatch cancellations on orders.

How will I get refunded for the cancelled orders and how long will this process take?

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 12-14 business days of us receiving the products back.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 12-14 business days of us receiving the products back and your bank details on email.

What if I used discount vouchers during the time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

Returns, Replacements and Refunds

How do I return an item purchased on Zoivane Pets?

Zoivane Pets offers its customers an 'easy return policy’, wherein you can raise a return/exchange request of a product within 3 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.

Step 1: Contact our Customer Support team via email or WhatsApp within 3 days of receiving the order.

Step 2: Provide us with your order details and request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference.

Step 3: We will pick up the products within 7 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

Product is damaged due to misuse/overuse
Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Defective products that are not covered under Seller/Manufacturer’s warranty
Product is used or altered
If the request is initiated after 3 business days of order delivery
Orders placed with a discount code or during a sale cannot be returned but can be exchanged.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 3 days of receiving the order:

Step 1: Contact our Customer Support team via email or WhatsApp within 3 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order.
Step 3: We will pick up the products within 7 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Can I return part of my order?

Yes. If you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components - tags, barcodes, freebies etc.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 12-14 business days of us receiving the products back.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 12-14 business days of us receiving the products back and your bank details on email (whichever is latest).
You will be eligible for paying the shipping cost for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.