🔄 Cancellation & Replacement Policy
Clear policy for order cancellation and damaged product replacement
Cancel Before Shipment
Full refund to wallet
for online payments
Replacement (Damaged)
Available 48 hrs
after delivery
No Returns
We don't accept returns
only replacement for damage
📋 Cancellation & Replacement Policy
🛑 Order Cancellation Policy
| Order Status | Cancel Button? | Refund Type |
|---|---|---|
| ⏳ Pending / Confirmed / Processing | ✓ Cancel Button Available | 💳 Full refund to Wallet (Only for Online Payments) |
| 🚚 Shipped / Out for Delivery | ✗ Cancel Button Disappears | ❌ Cannot cancel - Wait for delivery |
| ✅ Delivered | ✗ No Cancel Option | ❌ Cannot cancel - Check replacement policy below |
- Only for Online Payments (Card/UPI/Net Banking)
- Not applicable for Cash on Delivery (COD) orders
- Refund amount credited to Wallet Balance within 3-5 business days
- Wallet balance can be used for future purchases
🔄 Replacement Policy (For Damaged Products)
Replacement Button Available for 48 Hours Only!
After delivery, you have 48 hours to request replacement for damaged products.
| Situation | Eligible? | Action Required | Time Limit |
|---|---|---|---|
| 📦 Damaged/Broken Product | ✓ Yes | Click "Request Replacement" button in My Orders | Within 48 hours of delivery |
| 🔄 Wrong Product Received | ✓ Yes | Click "Request Replacement" button in My Orders | Within 48 hours of delivery |
| ❌ Change of Mind | ✗ No | Not eligible for replacement | - |
| 🕐 After 48 Hours | ✗ No | Replacement button disappears | - |
- NO RETURNS - We do not accept returns. Only replacement for damaged products.
- 48 Hours Window - Replacement request must be made within 48 hours of delivery.
- Photo/Video Required - Clear evidence of damage is required for replacement approval.
- No Pickup - We process replacements based on evidence; no physical pickup.
📝 How to Request Replacement?
-
1
Go to My Orders
Login to your account and go to My Orders section.
-
2
Find Your Order
Locate the delivered order and click "Request Replacement" button.
-
3
Provide Details
Upload clear photos/videos of the damaged product and describe the issue.
-
4
Team Verification
Our team will verify the request within 24-48 hours.
-
5
Replacement or Wallet Credit
Once approved, replacement product will be sent or amount credited to wallet.
We Do Not Accept Returns!
Pets Heaven does not accept returns for any reason. The only options available are:
- ✅ Cancel before shipment (Online payments only) → Wallet refund
- ✅ Replacement within 48 hours (Damaged/Wrong product) → Replacement or wallet credit
- ❌ No returns for change of mind or wrong selection
💵 Cash on Delivery (COD) Orders
For COD Orders:
- ❌ No refund/cancellation once order is placed
- ✅ Replacement available for damaged products (within 48 hours)
- ✅ You can reject delivery if product is visibly damaged at doorstep
⚡ Quick Summary
Cancel Window
Before shipment (Pending/Confirmed/Processing)
Refund For Cancel
Wallet credit only for online payments
Replacement Window
48 hours after delivery only
Support Contact
+91 7654997756
support@petsheaven.in
Need help with cancellation or replacement?
Contact Support