Return, Replacement & Refund Policy

Please contact us promptly if you receive a product with any issue listed below.

Please provide your order number and clear photographs/video showing the product, packaging and shipping label where reasonably necessary to verify the issue.

Once verified, depending on the circumstances and applicable law, we may offer a replacement, exchange or refund.

• Damaged
• Defective
• Expired at the time of delivery
• Incorrect
• Missing from your order
• Materially different from what was ordered

For eligible unused, non-consumable products, we accept change-of-mind return requests made within 7 days of delivery, subject to the conditions below.

Please contact us before sending any product back.

• Unused and undamaged
• In its original condition
• In its original packaging
• Complete with tags, manuals and accessories where applicable
• Suitable for resale

For health, hygiene and safety reasons, the following are generally not eligible for change-of-mind returns once delivered.

This does not remove your rights where a product is defective, damaged, expired, incorrect, spurious or otherwise does not conform to the product ordered or applicable law.

• Opened pet food
• Opened treats or edible products
• Opened supplements
• Opened grooming or hygiene products
• Products that have been used by an animal
• Personalised or customised products
• Clearance/final-sale products where clearly identified before purchase

Because food safety is important, opened food and treat packages cannot ordinarily be returned merely because an animal does not like the flavour or refuses to eat the product.

Please carefully check product size, flavour, ingredients and suitability before ordering.

However, contact us immediately if the food is received damaged, contaminated, expired, incorrect or otherwise defective.

For eligible apparel, collars, harnesses and similar size-dependent products, we may allow an exchange when the conditions below are met.

For change-of-mind or customer-selected size exchanges, return/re-shipping charges may apply and will be communicated before the exchange is processed.

Where we supplied an incorrect size/product, reasonable return/replacement shipping will be handled by us.

• The item is unused
• All tags and original packaging are intact
• The product is clean and undamaged
• The request is made within 7 days of delivery

If the return results from an error attributable to us—for example, an incorrect, defective or damaged product—we will arrange or reimburse reasonable return shipping where applicable.

For eligible change-of-mind returns or customer-requested exchanges, return shipping costs may be borne by the customer. We will tell you the applicable cost before proceeding.

Once an eligible returned product has been received and inspected, we will notify you of the outcome.

Approved refunds will ordinarily be initiated to the original payment method.

Please allow approximately 5–10 business days after refund processing for the amount to appear, depending on your bank, card issuer or payment provider.

For Cash on Delivery orders, we may request appropriate bank/UPI details to process an approved refund.

If you need to cancel an order, contact us as soon as possible.

If the order has not yet been dispatched, we will make reasonable efforts to cancel it.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return policy will apply.

Nothing in this policy is intended to limit rights available to consumers under the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020 or other applicable Indian law.

Please contact:

FrostPawz Customer Care

Bengaluru, Karnataka, India

Email: [CUSTOMER SUPPORT EMAIL]

WhatsApp/Phone: [NUMBER]

We will review your request and guide you through the next steps.

Because every order matters—to you, to your furry family, and to us.

• Order number
• Product
• Reason for request
• Photographs/video, where relevant