Returns, Exchanges & Refund Policy

At My Pet Story, we work hard to ensure every order delights you and your pet. However, if something isn’t quite right, we’re here to make the process easy and stress-free.

Easy Returns & Exchanges

We offer a 5-day return and exchange window from the date of delivery.

Your item will be eligible if:

  • The product is unused, unwashed, and in original packaging
  • All tags, seals, and labels are intact
  • The return or exchange request is raised within 5 days of delivery
  • Valid order proof is available

For size issues, we offer a one-time size exchange, subject to availability.

Non-Returnable Items (Hygiene & Safety)

To ensure the safety of all pets, the following items are not eligible for return or exchange:

  • Pet food and treats
  • Litter and hygiene products
  • Grooming products once opened
  • Customised or personalised items
  • Clearance or sale items (unless damaged or defective)
  • Used, chewed, or pet-damaged products

Damaged, Defective or Wrong Item Received

If your order arrives damaged, defective, or incorrect, please notify us within 24 hours of delivery by emailing connectmypetstory@gmail.com.

Please share the following:

  • Order ID
  • Clear unboxing video (mandatory)
  • Photos of the product
  • Image of the shipping label

Once verified, we will arrange a free replacement or full refund.

Claims raised without an unboxing video may not be eligible.

Exchange Process

To request an exchange:

  1. Email connectmypetstory@gmail.com with your Order ID
  2. Mention the reason for exchange
  3. Share photos if requested

We will schedule a pickup where serviceable.

  • First size exchange is free
  • Additional exchanges may attract shipping charges
  • Exchange is subject to stock availability

Return Pickup & Shipping

  • If the return is due to our error (wrong or damaged item), pickup is free
  • If the return is due to size or preference, return shipping charges may apply
  • Pickup availability depends on your delivery pincode

Refund Policy

Once the returned product passes our quality check:

  • Prepaid orders will be refunded to the original payment method
  • Cash on Delivery orders will be refunded via bank transfer or store credit

Refund processing time is 5–8 business days after approval.

Original shipping charges are non-refundable unless the return is due to our error.

Order Cancellation

  • Orders can be cancelled before dispatch only
  • Cancellation requests must be emailed within 12 hours of placing the order to connectmypetstory@gmail.com

Please include:

  • Order ID
  • Cancellation request

If eligible, a full refund will be issued.

Once the order has been shipped, cancellation is not possible.
You may still request a return after delivery if eligible.

Quality Check Policy

All returned products undergo a strict quality inspection.

My Pet Story reserves the right to:

  • Reject returns that do not meet eligibility criteria
  • Send the product back if found used or damaged
  • Deduct applicable shipping charges where relevant

Need Help?

For any assistance, please reach out to us:

Email: connectmypetstory@gmail.com
WhatsApp: 9599295917
Response time: 24–48 working hours