Refund policy

Return & Refund Policy – Pet Side Story

We offer a 7-day return policy, which means you have 7 days from the date of delivery to request a return.

Eligibility for Returns

To be eligible for a return, your item must:

  • Be in the same condition as received

  • Be unworn, unused, unwashed

  • Have all original tags attached

  • Be in its original packaging

  • Include the receipt or proof of purchase

Items showing signs of use, stains, pet hair, damage, or odor will not be eligible for return.

How to Start a Return

To initiate a return, please contact us at:

📧 petsidestory@gmail.com

Once your return request is approved, Pet Side Story will arrange the return pickup from your delivery address (within India).

⚠️ Please note:

  • Return pickup is available only within India

  • The item must be properly packed and ready at the time of pickup

  • Returns requested after 7 days of delivery will not be accepted

  • Items sent without prior return approval will not be accepted

Damaged, Defective, or Wrong Items

Please inspect your order immediately upon delivery.

If you receive:

  • A damaged item

  • A defective product

  • The wrong product

Contact us within 7 Days of delivery at petsidestory@gmail.com with clear photos or videos.

After verification, we will arrange a free return pickup and provide a replacement or full refund, as applicable.

Non-Returnable / Non-Refundable Items

The following items are not eligible for return or refund:

  • Customized or personalized products (including pet photo prints, name-based designs, or made-to-order items)

  • Sale or discounted items

  • Gift cards

  • Products damaged due to misuse, improper handling, or pet chewing

  • Items without original packaging or missing tags

Exchanges

We currently do not offer direct exchanges.

If you wish to change the size or product:

  1. Request a return (if eligible)

  2. Place a new order separately once the return is approved

European Union (EU) Customers – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you may cancel or return your order within 14 days of delivery, without providing a reason.

Conditions:

  • Product must be unused, unworn, with tags and original packaging

  • Proof of purchase is mandatory

  • Return pickup for EU orders is not available; customers must ship the item back themselves

Refunds

Once we receive and inspect the returned item, we will notify you about the status of your refund.

If approved:

  • Refunds are processed to the original payment method

  • Refunds are issued within 7–10 business days

  • Bank or payment gateway processing times may vary

If 15 business days have passed since refund approval, please contact us at:

📧 petsidestory@gmail.com