Return & Refund Policy

https://premiumpethouse.com/shop allows returns for most products, subject to our policy. Customer contentment is a top priority at the Pet Basket. We understand that pet owners have busy schedules, so we've designed our return policy to be straightforward and user-friendly.

However, it's advisable to review product details before ordering to confirm return eligibility. Here are key points on our return, and refund policy. To start a return, you should contact our team. We also reserve the right to alter these terms and conditions due to changes in service or product availability, or to comply with relevant policies, rules, regulations, and laws, with or without prior notice.

1. Examine your order as soon as you receive it. If you find any defects, damage, incorrect items, or if your package is lost during shipping, please contact us within 10 days of receipt. This allows us to assess the situation and take appropriate action.
2. For a return to be accepted, items must be in their original condition, unused, with tags attached, and in the original packaging. A receipt or proof of purchase is also required.
3. The Platform reserves the right to cancel any order at its discretion, notifying customers via email or SMS. Orders may be canceled if quantities exceed normal individual consumption or if suspected of not being for personal use. Order cancellation is possible before item dispatch.
4. Certain product categories are not eligible for returns or exchanges unless received damaged or spoiled:
   • Food and treats
   • Bedding, Mats & Travel Supplies
   • Health and wellness products
   • Grooming & grooming supplies
   • Bowls & Feeders
   • Toys
5. For combo products, unopened units within the package are not eligible for return, refund, or exchange.
6. When you submit a return request for a purchased item, we will inform you once we have received and checked the returned product. We will then notify you whether your refund has been approved. If approved, the corresponding amount will be automatically credited back to your original payment method.
7. If you cancel an order, any amount you paid for that transaction will be reimbursed to your original payment method. Please note that it may take some time for your bank or Credit Card Company to process and apply the refund.
8. We also offer telephonic consultation with the vet. You have the option to cancel a virtual veterinary consultation booked through our platform up to one hour before the scheduled appointment time.
9. Our platform, along with the listed veterinarians and advisors, is dedicated to serving the community and strives to meet pet care appointments as scheduled. However, in rare cases, unforeseen and unavoidable circumstances may prevent a veterinarian or advisor from attending a planned virtual consultation. Should this occur, our platform will make every effort to notify you in advance. If your scheduled appointment is canceled, you may choose to either reschedule or request a refund from the platform.
10. If you cancel your virtual consultation at least one hour before the scheduled time, any payment you've made for that appointment will be returned to your original payment method. However, if you fail to cancel and do not attend your scheduled virtual consultation with the veterinarian, no refunds will be issued.
11. If Pet Basket doesn't offer item pickup within the 10-day return window, customers may use any courier service to return the product.
12. Pet Basket bears no responsibility for items mistakenly returned. If a product not belonging to Pet Basket is sent back in error, the company is not liable for its misplacement, replacement, or return shipping to the customer.
13. Items purchased from the website and successfully delivered to customers can be returned to the us as per our specific return policy. We may reject returns if: (a) the customer has damaged the item, (b) the product's quality, quantity, or characteristics have been altered, (c) the returned item doesn't match the delivered product, or (d) other conditions deemed appropriate by the website or seller.
14. Size exchanges are permitted once at the special item price. This applies exclusively to products marked as exchangeable on their respective pages. Products can now be exchanged for different items, provided the new selection is eligible for return and exchange. To swap an item for another product, customers must contact us from their registered phone number.
15. For Size Exchange transactions, any difference in price will be forfeited, regardless of whether the product being exchanged has increased or decreased in value.
16. Any necessary refunds will be processed through the same bank that facilitated the original purchase. For cash on delivery orders, customers can choose to receive the refund via NEFT transfer to a specified bank account (by providing their banking details) or have the amount credited to their Website-linked wallet.
17. If a product is returned or not delivered within the agreed timeframe, customers may request a full refund, minus applicable shipping fees and other deductions at the Website's discretion. Failure to submit a refund claim as per the Terms will result in ineligibility for reimbursement. For certain products where full or partial refunds are unavailable, customers will not be entitled to reimbursement.
18. Refunds for payments made through electronic methods such as debit cards, credit cards, net banking, or digital wallets will be processed using the same payment method.
19. All refund transactions will be conducted solely in Indian Rupees. The customer acknowledges that the Website cannot be held responsible for any damages, interest charges, or claims resulting from the non-processing of an order or delays in order processing that are beyond the Website's control.
20. For items bought at physical stores or our website unused products in sealed packaging can be exchanged within 10 days of purchase.
21. The quality assessment process may take 5-7 business days once the item reaches our facility. The return and exchange procedure will commence only after we've completed the evaluation and confirmed the return's validity.
22. Pet Basket reserves the right to adjust coverage or decline to cover items marked as "Promotion" or "Free Items" in our records.