Refund policy

Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.thepetbelly.com (the “Website”) and our ‘The Pet Belly’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

Product Returns

As all products are made fresh, made to order, we cannot facilitate any product return. In case of any problem with your product, kindly send us supporting evidence for the same in the form of photos or videos on any of our customer support channels. 

If our product is faulty, we will give you the options for a full product refund or a replacement for the same or different item of the same price or category. 

Customer Cancellation

• As a general rule Buyer shall not be entitled to cancel Order once placed. However, subject to Buyer’s cancellation reasoning, which can be discussed with the support staff of the Platform, The Pet Belly may decide to refund payment to source or refund to the user’s Pet Belly credit wallet, to be availed on the Platform only or can deny the refund. The Pet Belly reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer, as may be necessary in the sole discretion of The Pet Belly. 
• If Buyer cancels his/her Order, The Pet Belly shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by The Pet Belly, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.

Non-Customer Cancellation

• The Pet Belly reserves the right to collect a penalty for the Orders constrained to be cancelled by The Pet Belly for reasons not attributable to The Pet Belly, including but not limited to:
• in the event if the address provided by Buyer is either wrong or falls outside the delivery zone;
• failure to contact Buyer by phone or email at the time of delivering the Order booking;
• failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or
• unavailability of all the items ordered by Buyer at the time of booking the Order; or
• unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, The Pet Belly will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.
• In case of cancellations for the reasons attributable to The Pet Belly or the Merchant or PDP, The Pet Belly shall not collect any penalty from the Buyer.

Refunds