Refund policy
Cuddle Paws Co Private Limited
Effective: June 2025 | Version 1.0 | Gachibowli, Hyderabad
Quick Reference
Return window: 7 days from date of delivery
Cancellation window: Before dispatch only
Refund processing: 7–10 days after return inspection
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
- 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, Indira Nagar, Gachibowli, Hyderabad.
This Policy forms part of our Terms of Service. By placing an order 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 7 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.
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 7 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.
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 — Ship the item back
Once approved, ship the item securely in its original packaging to the address provided. We recommend using a trackable courier service.
Step 4 — Inspection and resolution
On receipt, our team will inspect the item. If approved, a refund or exchange will be processed. If conditions 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
No refund will be issued where the return request is raised after the 7-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. Contact us
Customer Support
Email: info@cuddle-paws.com
Address: West Side Shopping Mall, Indira Nagar, Gachibowli, Hyderabad
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 1.0, June 2025