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Exchanges & Returns

We recommend you measure your pet before making any purchases that need body measurements to be exact. Please refer to our Size Guide or whatsapp us for any size assistance so you may take the right decision in regards to size.

If you have any questions, please feel free to contact us at +91-8287413693 or care@petsetgo.co.in 

We do not accept returns or provide refunds for any product unless there’s a manufacturing defect from our end. We only provide exchanges on certain items mentioned below.

What products are eligible for exchanges?

  • ONLY Clothing items are applicable for exchanges

  • We will NOT accept exchanges or returns (unless received spoiled or damaged) for accessories, mats, shoes & toys 

 What is the process for exchange? 

  • If there is a problem or concern with your purchase, and you wish to exchange the product purchased (T-shirts, Shirts, Raincoats, Tie Dye Hoodies, Sweaters, Polo Knits, Dog Shoes etc), please follow the below steps: 

  • Please whatsapp or email us within 48 hours/2 days of receiving the product on +91-8287413693 or care@petsetgo.co.in.

  • Please mention your Order ID number. We will send you an acknowledgement email/message. 

  • For exchange, you need to pay us only INR 150 so we can arrange for a return pickup of the product and send you the exchanged size in return or if you don't wish to pay, we request you to ship the items back to us using a reputable courier partner that offers a tracking number. The return shipment must be received by our warehouse within 10 days of requesting the return. Our warehouse address is: “NeoPets: Room No. 101, IX/1328, BP Complex, Gandhi Nagar, Bagichi Nand Kishore, Delhi, East Delhi, 110031; Ph: 8287413693”. Please also mention your order number/ID on the slip. 

  • We apologise but we cannot accept returns for items that are not received by us within 10 days of receipt of the exchange identification number by the recipients under any circumstances.

  • Once we receive the item back, we will send you an acknowledgement via email or whatsapp to discuss the items you wish to take in lieu of the returned product/s. Please do note: We do not give refunds, and refunds are in the form of product/size exchanges only. Also, we provide exchange only once. Multiple exchanges are not accepted.

  • In case, there is a size exchange of higher value, we will send the replacement upon receiving the return shipment. If the replacement item price is more than the original item ordered, we will send you a payment link for the balance amount. Alternatively, if the replacement item price is less than the original item ordered, we will issue a credit note for the balance amount or send you the payment. Note: We do not accept COD for exchanges. 

  • Exchange of the purchased item should have a genuine explanation as similar to the following description: * Size issues * Damage upon delivery * Different product delivered * 

  • Returns and exchanges will also not be accepted in the following circumstances:

  • If request is initiated after 2 business days of order delivery

  • Product is altered

  • Product is damaged due to misuse/overuse by the customer

  • Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged

  •  To  avoid  doubt,  no  refunds  will  be  given  for  goods  purchased  from  us.  Customer  is  responsible  for  original  and  return  shipping  costs  on  exchanged  items. 

  • We do not reimburse shipping charges. The shipping charge for the exchanged product must be incurred by the customer.

  • We are not responsible for incorrect addresses given, refused shipments, and/or unclaimed shipments. 
  • We are constantly thriving on providing you the best in quality. 
  • We also do not accept any returns or exchanges on clearance/sale items. These items are considered a final sale and cannot be exchanged for any reason. We apologise for the inconvenience. 

We strive to provide you with excellent customer service.

Please write to us on  care@petsetgo.co.in  or whatsapp us on 8287413693 if you have any questions that we can help you with. Thank you for shopping with us!

Shortage and Transit Damage:

You must inspect the goods at the place and time of delivery and notify us of any shortages, defects in the goods, or of any other complaint immediately and in any case within 48 hours of the goods being delivered, failing which the goods will be deemed to have been accepted and to be in good working order.

Our liability for short delivery is limited to making good the shortage (items missing). We are happy to exchange faulty goods, however, at times few products need an understanding of use. 

Please allow us to explain the correct way of using a product (in case we notice the product is not faulty and only needs the correct way of using). 

Cancellations by you:

In case of requests for order cancellations, Pet Set Go reserves the right to accept or reject requests for order cancellations for any reason. 

We offer you a time period of 24 hours from the time you place an order, for any change in mind. However, we will not be able to cancel orders that have already been processed. 

Pet Set Go has the full right to decide whether an order has been processed or not. We appreciate you will not debate the decision made by Pet Set Go and accept the decision regarding the cancellation. 

Cancellations by us: 

Pet Set Go has a right to cancel or refuse the order for any reason. 

Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information. 

We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.

If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account.