Return & Refund Policy – The City Pet Shop & Clinic

1. Return Eligibility

We accept returns only in cases where the product delivered is damaged, defective, expired, or incorrect. To be eligible, the product must be unused, in its original packaging, and with all tags intact. Customers must inform us within 24–48 hours of delivery by sharing clear images or videos as proof. Requests made after this period may not be accepted.

2. Non-Returnable Items

Due to hygiene and safety reasons, certain products are non-returnable once delivered. This includes pet food, treats, supplements, medicines, grooming products, and any opened or used items. However, if such products are received in a damaged or defective condition, they may be eligible for replacement after verification.

3. Return & Replacement Process

To initiate a return or replacement, customers must contact our support team with their order details and valid proof of the issue. Once verified, our team will approve the request and provide further instructions. Depending on availability, we will either arrange a replacement or process a refund. Unauthorized returns without approval will not be accepted.

4. Refund Policy

Refunds are processed only after the returned product is received and inspected by our team. Once approved, the refund will be initiated within 5–7 working days. The amount will be credited to the original payment method or provided as store credit, depending on the situation and payment type.

5. Shipping & Handling Charges

Shipping charges are generally non-refundable. In cases where the product is damaged, defective, or incorrect, we will bear the return shipping cost. For all other return scenarios, the customer may be responsible for the return shipping charges. Delivery timelines may vary depending on location and courier services.

6. Order Cancellation & Terms

Orders can be cancelled only before they are dispatched. Once the order is shipped, cancellation requests will not be accepted. By placing an order on our website, you agree to our return, refund, and product usage policies. We reserve the right to refuse returns that do not meet our policy conditions.