Refund policy
Return Eligibility
You may return a product within 7 days of delivery if:
• The product is unused, unopened, and in its original packaging
• The product was received damaged, defective, or incorrect
• The product does not match the description on our website
• The product is expired or close to expiry at the time of delivery
The following items are not eligible for return:
• Opened or partially used cat litter bags (for hygiene reasons)
• Opened cat food, treats, or nutritional supplements
• Products purchased during clearance or final-sale promotions
• Items returned after 7 days from the date of delivery
How to Initiate a Return
Returning an item is simple. Follow these steps:
1. Step 1: Email us at cs@goatbrandlabs.com or WhatsApp us at +91-9886868004 within 7 days of receiving your order
2. Step 2: Share your order number, the item(s) you wish to return, and the reason for return along with photos if the item is damaged or incorrect
3. Step 3: Our team will respond within 24 hours with a return approval and collection instructions
4. Step 4: Pack the item securely in its original packaging. Our courier partner will collect it from your address — no need to visit any drop-off point
5. Step 5: Once we receive and inspect the returned item, your refund or exchange will be processed within 5–7 business days
Return Conditions
|
Condition |
Return Status |
|
Sealed, unused product (wrong item / damaged in transit) |
Full refund or exchange — approved |
|
Opened litter bag (genuine quality issue with evidence) |
Case-by-case review — contact us |
|
Opened food or treats (quality issue) |
Replacement dispatched after review |
|
Change of mind (product opened) |
Not eligible for return |
|
Item returned after 7 days |
Not eligible for return |
|
Missing original packaging |
Not eligible — repack before return |
|
We understand that pet care purchases can sometimes be tricky. If you are unsure whether your situation qualifies for a return, please reach out to us. We will always try to find a fair solution. |
Refund Policy
Refunds processed within 5–7 business days
|
Summary: Once your return is received and approved, we process refunds to your original payment method within 5–7 business days. For COD orders, refunds are issued via bank transfer or UPI. |
Refund Timeframes
|
Payment Method |
Refund Timeline |
|
Credit / Debit Card |
5–7 business days to original card |
|
UPI (GPay, PhonePe, Paytm) |
2–3 business days to original UPI ID |
|
Net Banking |
5–7 business days to original bank account |
|
EMI (via Razorpay) |
As per your bank's EMI cancellation policy |
|
Cash on Delivery (COD) |
3–5 business days via NEFT/UPI transfer |
|
Shopify Gift Card / Wallet |
Within 24 hours back to wallet balance |
Refund Scenarios
Full Refund — You receive 100% of the paid amount
• Wrong item received
• Item arrived damaged or defective
• Item did not match the product description
• Order cancelled before dispatch
• Item out of stock and unable to fulfil
Partial Refund — Applicable in specific cases
• Item returned with missing accessories or minor packaging damage
• Promotional discount items where only the paid amount (not MRP) is refunded
No Refund — Not eligible
• Opened or used products (except genuine quality defects with evidence)
• Returns initiated after 7 days from delivery
• Products damaged due to misuse, improper storage, or pet behaviour
How Refunds Are Initiated
Once your returned item reaches our warehouse and passes quality inspection:
• We send you an email and WhatsApp confirmation of your refund approval
• The refund is initiated to your original payment method within 1 business day of approval
• You will receive a refund reference number for tracking
• For COD refunds, we will collect your bank account details or UPI ID via WhatsApp
|
If your refund does not appear within the stated timeframe, please check with your bank — processing times may occasionally extend. Contact us at support@petcrux.in and we will follow up on your behalf. |