Refund policy

Cuddle Paws Co Private Limited
Effective: August 2026 | Version 1.3 | Gachibowli, Hyderabad

Quick Reference

Return window: 15 days from date of delivery
Return methods: return to our Gachibowli store, or ship it back by courier
Return shipping cost: borne by the customer, except where we sent the wrong or damaged item
Cancellation window (products): Before dispatch only
Service cancellation: Free any time before the service starts
Refund processing: refund initiated within 5 business days of the returned item reaching us
Damage reporting: Within 48 hours of delivery with photo proof

Contents

Overview and scope
Eligibility for returns
Non-returnable categories
How to initiate a return
Order cancellations
Damaged, defective, or wrong items
Exchanges
Refunds
Our right to refuse or cancel
Governing terms
Service bookings — grooming, boarding & veterinary
Health, safety & liability for services
Contact us

1. Overview and scope

This Return, Cancellation, Exchange, and Refund Policy applies to all products purchased through www.cuddle-paws.in or our physical store at West side Shopping mall, besides, Main road, Indira Nagar, Gachibowli, Hyderabad, Telangana 500032, India. Sections 11 and 12 additionally govern bookings for our in-store services.

This Policy forms part of our Terms of Service. By placing an order or booking a service with us, you confirm that you have read and agree to this Policy.

Please check product eligibility before ordering. We do not accept returns on sale items, discounted bundles marked final sale, or gift cards under any circumstances.

2. Eligibility for returns

To be eligible for a return, all of the following conditions must be met:

The return request is raised within 15 calendar days of the date of delivery
The item is in its original, unused, and unopened condition with all original tags, labels, and seals intact
The item is returned in its original packaging including all accessories, manuals, and bundled components
You provide valid proof of purchase such as your order confirmation email, invoice, or order number
The item is not listed under any non-returnable categories in Section 3
The item was not purchased as a sale item, final sale promotion, or gift card

The cost of return shipping is borne by the customer unless the item was received damaged, defective, or incorrect through our error. We recommend using a trackable courier service for all returns sent by mail. No charge applies to an item returned in person at our store.

3. Non-returnable categories

The following product categories are strictly non-returnable and non-exchangeable, except where the item was received in a damaged or defective condition through our fault:

Food and treats
Health & wellness products
Medicines & supplements
Cat litter
Bedding, mats & travel supplies
Pet furniture & cages
Grooming products (opened)
Sale items & gift cards

Prescription medicines are non-returnable in all circumstances. Please consult your veterinarian before placing orders for prescription items.

4. How to initiate a return

Step 1 — Raise a return request within 15 days of delivery. Email us at info@cuddle-paws.com with your order number, item name, reason for return, and clear photographs of the item and packaging. You may also raise the request in person at our Gachibowli store.

Step 2 — Await approval confirmation. Our team will review your request and respond within 2 business days. A return will not be accepted without prior written approval.

Step 3 — Return the item. Once approved, you may return the item by either of the following methods:

In store. Bring the item, in its original packaging, to Cuddle Paws Co, West side Shopping mall, besides Main road, Indira Nagar, Gachibowli, Hyderabad, Telangana 500032, during store opening hours. Please carry your order number or invoice. There is no charge for an in-store return.
By mail. Ship the item securely in its original packaging to the return address provided in your approval email. We recommend a trackable courier service. Return shipping cost is borne by you unless the item was damaged, defective, or incorrect through our error.

Step 4 — Inspection and resolution. On receipt, our team will inspect the item. If approved, a refund or exchange will be processed. If the eligibility conditions in Section 2 are not met, the item will be returned to you.

Returns sent without prior approval will be refused and returned to the sender at their cost.

5. Order cancellations

Cancellations by you. You may cancel an order at any time before it has been dispatched by contacting us at info@cuddle-paws.com. Once an order has been dispatched it can no longer be cancelled. You may initiate a return after delivery subject to the eligibility criteria in Section 2.

Cancellations by Cuddle Paws. We reserve the right to cancel any order where the product is out of stock, a pricing error has occurred, payment verification fails, or a valid prescription is not provided. You will be notified and fully refunded where we cancel your order.

6. Damaged, defective, or wrong items

You must report damage, defects, or incorrect items within 48 hours of delivery. Claims raised after 48 hours will not be accepted.

When raising a claim, please provide:

Your order number and the name of the affected item
Clear photographs of the damaged or defective item and outer packaging
Confirmation of whether the outer packaging showed signs of damage at delivery

For perishable items such as wet food and fresh treats, all claims must be raised within 24 hours of delivery.

7. Exchanges

Exchanges are available for eligible items subject to availability. The item must meet all return eligibility conditions in Section 2 and must not fall under non-returnable categories in Section 3.

Follow the same process as a return and specify your exchange request. Where the replacement is of higher value, you will pay the difference. Where lower, the difference will be refunded to your original payment method.

8. Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are credited to your original payment method only. Original shipping charges are non-refundable unless the return arises from our error.

Refund timelines:

Return received and inspected: 1–3 business days
Refund approved and initiated: within 2 business days of approval
Credit / debit card refund: 5–10 business days
UPI / wallet refund: 2–5 business days
Net banking refund: 5–7 business days

The time taken for the credit to appear in your account after we initiate the refund depends on your bank or payment provider and is outside our control.

No refund will be issued where the return request is raised after the 15-day window, the item is not in original condition, the item falls under a non-returnable category, the damage claim is raised after the reporting window, or the returned item is lost in transit.

9. Our right to refuse or cancel

Cuddle Paws reserves the right to refuse a return, exchange, or refund where we have reason to believe the request is fraudulent, the item returned is not the same as dispatched, the item shows signs of use inconsistent with the claim, or the return was not pre-approved in writing.

10. Governing terms

This Policy is governed by the laws of India and forms part of our Terms of Service. Any disputes shall be subject to the exclusive jurisdiction of the courts at Hyderabad, Telangana. We reserve the right to update this Policy at any time.

11. Service bookings — grooming, boarding & veterinary

This section governs bookings for our in-store services. It sits alongside, and does not replace, the product terms above.

11.1 Booking and confirmation

A service booking is confirmed only once we have acknowledged it by WhatsApp, phone, or email. A requested date and time is not confirmed until you receive that acknowledgement. We will do our best to accommodate your preferred slot but cannot guarantee availability, particularly during weekends, festivals, and school holidays.

11.2 Cancellation and rescheduling

You may cancel or reschedule any grooming, boarding, or veterinary booking free of charge at any time before the scheduled start of the service, and any advance amount paid will be refunded in full. We ask only that you give us as much notice as you reasonably can, so we can offer the slot to another pet parent. Repeated last-minute cancellations may affect our ability to offer priority slots in future.

11.3 No-shows

If you do not arrive for a confirmed appointment and do not contact us, the slot is treated as a no-show. No fee applies to a first no-show. Any advance paid remains refundable or may be adjusted against a future booking.

11.4 Late drop-off and late pickup — boarding

Please collect your pet by the agreed pickup time. If you are running late, message us on WhatsApp. Where a pickup runs into an additional day, an additional day's boarding charge applies at the standard daily rate. We cannot release a boarded pet to anyone other than the registered owner or a person you have named in writing at drop-off.

11.5 Deposits

Most bookings require no deposit. For long boarding stays or peak-season dates we may request an advance to hold the slot; this advance is fully refundable if you cancel before check-in, and is adjusted against your final bill otherwise.

11.6 Refunds for services

Where a service has not yet been provided, any amount paid is refundable in full to the original payment method within the timelines in Section 8. Once a service has been delivered — for example a completed groom or a boarding stay in progress — it is not refundable, though we take any concern about service quality seriously and will always try to make it right.

12. Health, safety & liability for services

12.1 Vaccination is mandatory

For the safety of your pet and every other animal in our care, all pets attending grooming or boarding must be up to date on their core vaccinations, including rabies, and you must present a valid vaccination record at drop-off. This is not optional. Pets without proof of current vaccination will not be admitted for grooming or boarding, and where this results in a booking being turned away at drop-off, any advance paid will be refunded or adjusted against a future booking. If you are unsure whether your pet's vaccinations are current, please check with your vet before booking.

12.2 Tick and flea-free requirement — grooming and boarding

Pets must be free of ticks and fleas at the time of drop-off. An active infestation puts every other animal in our care at risk. If we find ticks or fleas at check-in, we may decline the service, or — with your consent and at additional cost — carry out a medicated anti-tick treatment before proceeding. We stock anti-tick and flea products in store and our vet can advise. We are not able to admit a visibly infested pet into shared boarding.

12.3 Health disclosure

You must tell us at booking about any medical condition, allergy, medication, behavioural issue, or history of aggression or anxiety. This is not to turn pets away — it helps us care for them correctly. Withholding a known behavioural or health issue that then affects the safety of your pet, our staff, or another animal may affect our liability and yours.

12.4 Veterinary costs during boarding

If your pet falls ill or is injured during a boarding stay, we will contact you as soon as possible. Where we cannot reach you and your pet needs care, you authorise us to seek veterinary attention on your behalf. All veterinary costs arising during a boarding stay are borne by the owner. We recommend leaving an emergency contact and confirming your preferred vet at drop-off.

12.5 Grooming and existing conditions

Grooming can occasionally reveal or aggravate pre-existing conditions such as skin infections, matting-related sores, lumps, or ear problems. Where we find something of concern we will stop and talk to you. Severe matting sometimes leaves no humane option but a short clip; we will always explain this before proceeding. We are not liable for the natural exposure of a pre-existing condition during routine grooming.

12.6 Anxious, elderly, or unwell pets

We handle every pet gently and in small batches, but grooming and boarding are more stressful for some animals than others. For very anxious, elderly, or unwell pets we may recommend a shorter service, a trial visit first, or that you speak to a vet before booking. Our staff may stop a service at any point if continuing would distress or endanger the pet.

12.7 Our commitment and its limits

We care for every pet as if it were our own and maintain a clean, supervised environment with a vet on site. Even so, boarding and grooming carry inherent risks that no facility can eliminate entirely. Except where loss or injury results from our own negligence, our liability for any service is limited to the amount paid for that service. Nothing in this policy limits any liability that cannot be limited under applicable Indian law.

13. Contact us

Customer Support
Email: info@cuddle-paws.com
Address: West side Shopping mall, besides, Main road, Indira Nagar, Gachibowli, Hyderabad, Telangana 500032, India
Response time: 1–2 business days

Grievance Redressal Officer
Name: Shariq Khan
Email: shariq.khan@cuddle-paws.com

Cuddle Paws Co Private Limited | www.cuddle-paws.in | Version 1.3, August 2026