Refund policy

Petsaurus Return & Refund Policy

At Petsaurus, we’re all about happy tails and healthy tummies. But if something’s not quite right, we’re here to fix it. We have a no return policy on all food products.

📦 What Can Be Returned?

We’ll gladly accept a replacement, or refund if:

✅ You received a damaged, leaking, or expired product
✅ You got the wrong item or your order is incomplete
✅ There’s a quality issue with the food or treat
🕒 Important: Raise your request within 24 hours of receiving the product.

🚫 What Can’t Be Returned?

For safety and hygiene, we can’t accept returns on:

❌ Opened or used products
❌ Items without original packaging
❌ Sale/clearance items
❌ Products returned after 48 hours

🔄 How to Request a Return or Refund

  1. 📩 Email us at: growth@thepetsaurus.com

  2. 📞 Call/WhatsApp: +91 7820 880 663

  3. 📸 Send clear photos of:

    • The damaged/defective product

    • Packaging and invoice

    • Visible batch number

We’ll review and respond within 24–48 hours.

💰 How Refunds Work

  • Refunds are processed within 5–7 business days after approval

  • Prepaid orders: Refunded to original payment method

  • COD orders: We’ll request your bank details for refund

🔁 Replacements

If stock is available, we’ll send a replacement at no extra cost. If not, we’ll issue a full refund.

❌ Cancelling an Order

  • Orders can be cancelled before shipping

  • Once shipped, cancellations aren't possible – return policy will apply

🚚 Shipping Costs

  • Our mistake? We’ll cover return shipping

  • Customer error? Return shipping is your responsibility (case-by-case approval)

🧾 Need Help?

Our support team is available:
🗓 Monday to Saturday
🕙 10 AM – 6 PM IST

📧 Email: growth@thepetsaurus.com
📞 Phone/WhatsApp: +91 7820 880 663

FAQ

Q: I opened the pack but my pet didn’t like it. Can I return it?
A: Sorry! Due to food safety rules, we can’t accept opened items.

Q: What if my order was delivered late?
A: If a delay causes product spoilage, reach out within 24 hours of delivery.

Q: Can I exchange a product for a different flavour?
A: We only accept exchanges for damaged/incorrect items – not preference-based.

Q: How will I know if my return is approved?
A: We’ll email or message you once your return request is verified.