Returns, Cancellations & Refunds

3.1 Product orders

Users may request cancellation before dispatch, subject to the order status and applicable law.

Once an order has been dispatched, cancellation may no longer be operationally possible. The applicable return or refund policy will then apply.

3.2 Prescription medicines

Cancellation of medicine orders is subject to order status, prescription requirements, applicable drug regulations and the medicine return policy.

An order may be held or cancelled if the prescription is missing, invalid, incomplete or otherwise legally insufficient.

3.3 Veterinary teleconsultation

A consultation may be cancelled before the scheduled appointment, subject to the cancellation terms shown at booking.

If PetMitra or the Consultant cancels the consultation, the User will receive an appropriate rescheduling option or refund, as applicable.

3.4 Grooming and pet-care bookings

Users should cancel or reschedule at least 24 hours before the scheduled service where practicable.

Cancellations made later may be subject to a clearly disclosed cancellation charge where lawful and reasonable.

No charge will be imposed contrary to applicable law or the specific booking terms.

3.5 Provider cancellation

If a provider is unavailable, fails to attend or cancels a confirmed booking, PetMitra will facilitate rescheduling or an appropriate refund according to the circumstances.

3.6 Emergency circumstances

PetMitra may consider exceptional circumstances, including a pet's sudden illness, hospitalization or other genuine emergency, when reviewing a cancellation request.

4.1 General eligibility

A refund may be available when:

• an order is cancelled and cannot be fulfilled;
• a Product is confirmed to be damaged, defective, incorrect or expired at delivery;
• a service is cancelled by PetMitra or the responsible provider;
• payment is collected more than once for the same transaction;
• a payment succeeds but the order or booking is not created;
• a refund is otherwise required under the applicable policy or law.

4.2 Refund assessment

PetMitra may request reasonable supporting information, such as an order number, photographs, packaging details or a description of the issue.

The absence of photographs alone will not automatically defeat a valid statutory claim.

4.3 Refund method

Approved refunds will ordinarily be returned to the original payment method where technically possible. Alternative methods may be used where legally permissible and agreed with the User.

4.4 Processing time

PetMitra aims to initiate approved refunds within 5–7 business days after the refund decision, unless a different timeline is communicated for the particular transaction.

Banks, payment gateways and other intermediaries may require additional time to credit the amount.

Any shorter mandatory legal deadline will prevail.

4.5 Partial refunds

Where only part of an order or service is affected, PetMitra may issue a proportionate refund or other suitable remedy where appropriate and lawful.

4.6 Refund exclusions

A refund will not ordinarily be provided merely because a User changes their mind after a service has been fully and properly performed, subject to applicable law and the terms disclosed before purchase.

No exclusion applies where a refund or other remedy is legally required.

4.7 No double recovery

A User cannot receive duplicate compensation for the same loss. Any remedy will be assessed against the actual transaction and applicable legal rights.

5.1 Report an issue

Users should report damaged, defective, incorrect, missing or expired Products as soon as reasonably practicable after delivery.

Contact: info@petmitra.com.

Please include the order number, Product name, issue description and available photographs.

5.2 Damaged packaging or Product

Where possible, retain the packaging, labels, batch number and invoice until the complaint is resolved.

PetMitra may arrange inspection, pickup, replacement or refund depending on the nature of the issue.

5.3 Wrong Product

If the delivered Product differs materially from the Product ordered, PetMitra will review the complaint and provide an appropriate remedy.

5.4 Defective Product

A Product confirmed to be defective may qualify for replacement, repair, refund or another remedy required by law or the applicable warranty.

5.5 Missing items

Users should report missing items promptly. PetMitra may check packing and delivery records before resolving the claim.

5.6 Product condition

Where a return is appropriate, the User should retain the Product and packaging in a safe condition. The User must not return a dangerous, leaking or contaminated Product through ordinary post without appropriate instructions.

5.7 Return shipping

Where a return is required because PetMitra supplied the wrong, defective, damaged or otherwise non-conforming Product, PetMitra will determine an appropriate return or pickup arrangement consistent with applicable law.

5.8 Statutory rights

Nothing in this policy removes any applicable statutory remedy for defective goods, deficient services, misleading descriptions or other legally recognized claims.

For hygiene, safety, perishability or regulatory reasons, the following categories may ordinarily be ineligible for a change-of-mind return, where lawful:

• opened pet food or treats;
• opened supplements;
• opened grooming or hygiene products;
• medicines and veterinary pharmaceutical products;
• used grooming tools;
• used collars, harnesses, bedding or other personal pet-care items;
• customized or personalized Products;
• perishable Products;
• sealed Products whose return is restricted for genuine health or hygiene reasons once opened.

Important exception

The non-returnable classification does not automatically exclude a remedy for an incorrect, damaged, defective, expired, counterfeit or otherwise legally non-conforming Product.

Claims will be assessed under the applicable law, the nature of the defect and the relevant product-specific policy.