Return and Refund Policy
This Return and Refund Policy is an integral part of the We The Pawple Terms of Use (the “Terms of Use”) and is incorporated therein by reference. It also includes the Exchange and Cancellation Policy and processes. Capitalised terms not defined in this Return and Refund Policy shall have the meaning ascribed to them in the Terms of Use. This Return and Refund Policy shall be read in conjunction with the Terms of Use. In the event of a conflict between the terms and conditions of the Return and Refund Policy and those contained in the Terms of Use, the terms of the Terms of Use shall control, supersede and prevail and a breach of this Return and Refund Policy shall be considered as a breach of the Terms of Use.
This Return and Refund Policy provides information about return, cancellation, exchange and refund related terms and conditions applicable to the Products and Services on the website.
We The Pawple is committed to providing best in class quality pet food, treats and wellness products. Hence, we deploy stringent quality and delivery processes to ensure that our products and services result in customer satisfaction. However, in case of the expectations mismatch the User can request for Return, Cancellation, Exchange or Refund as follows:
Return Policy
This Return Policy pertains to the products dispatched by We The Pawple and received by the User.
No returns can be accepted on products once dispatched and/or received by the User.
The only exception in this policy will apply to spoiled or damaged goods received by You. The return process for such a case needs to be initiated by You within 2 days of delivery. Return request must include complete order details along with pictures and videos of the spoiled/damaged product received. In the case of a replacement request for jars, an unboxing video needs to be submitted with the return request. The return or replacement process will be initiated after vetting of the photos and videos submitted is complete.
Cancellation Policy:
All paid orders placed on the website will be processed after 12 hours of order placement. You can request for cancellation of such order during this 12-hour window. You will be eligible to receive a refund of up to 100% of the order amount including delivery charges paid towards such order by you.
All cancellation requests can be made by the User in writing/sending an email to customercare@wethepawple.com. Orders cannot be cancelled on the website. Hence, a written cancellation request along with Order ID and details of product to be cancelled (especially in case of multi-product order), is mandatory to process cancellation. We The Pawple will stop processing of the order as soon as cancellation request is accepted.
You cannot request for cancellation of an order after the 12-hour window has lapsed. No such requests will be accepted by We The Pawple after the 12-hour window expires.
In case of an urgent order where immediate processing has been requested by You, the 12-hour window shall not apply and no cancellation or exchange request will be accepted.
Exchange Policy
This Exchange Policy is applicable only when the delivery for the order placed by You is complete and when an incorrect item is received by You against such an order. The exchange request for such a case needs to be initiated by You within 2 days of delivery.
To raise an exchange request, write to us at customercare@wethepawple.com with your order details with clear front and back pictures of the wrong product received. Epifanya will evaluate the veracity of the request through the proof submitted by you. In absence of any clear visual proof, such exchange request will be rejected.
You will receive the return instructions from us on email. Once the incorrect product is received by us, the exchange process will only be initiated if the product received incorrectly, is returned to us sealed and not opened.
For all orders received in good condition as per the Order(s) placed, no exchange request shall be entertained. This is because our products have no preservatives or stabilizers, they are perishable. All such exchange requests will be rejected.
Refund Policy:
This refund policy is applicable only the following orders:
- Paid orders received by the user where the order is received in spoiled or damaged state.
- Paid orders which need to be cancelled within the 12-hour window from the time of placing the order.
No other type of order will qualify for a refund and such a request, if made, will be rejected.
Refunds for spoiled or damaged products received are subject to returns being inspected and successfully processed upon receipt at our end. Such refunds will include the cost of courier if You were advised to self-courier the return goods to us. Such courier cost needs to be intimated to and agreed by We The Pawple before You return the product. No separate refund for courier cost will be processed after receipt of the returned goods. Once the refund for such an order is approved, You will receive the approval intimation on the email address added by you in your account. Such refund will be processed within 7 business days after refund approval.
Refund for paid orders cancelled within 12-hours of order placement will be processed within 3-4 business days after cancellation approval. The refund amount will include additional delivery cost, if any, paid by you at the time of placing the order.
Modes of payment to User in case of cancellation / refund:
- Refund amounts for any cancellation / refund will be credited to the User’s account from which the payment was made for the product / services.
- Refund amounts for cancellation within 12-hour window will be credited to the User’s account within 3-4 business days subject to the policies of the User’s bank and applicable guidelines issued by the Reserve Bank of India from time to time.
- Refund amounts will be credited to the User’s account within 7 business days subject to the policies of the User’s bank and applicable guidelines issued by the Reserve Bank of India from time to time.
Epifanya shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and/or email address. Epifanya disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
If the request for refund is undisputed by Epifanya, the refund should reflect in the User’s source account within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Epifanya initiates the refund.
Epifanya solely reserves the right to temporarily or permanently restrict/suspend a User’s Account in the event a User has raised multiple cancellation/refund requests.
Epifanya will process approved refund requests back to the User’s account subject to a review of the refund reason and circumstances to ensure compliance with the Terms of Use, and that the purpose of the refund is not to avoid any of the User’s obligations under Terms of Use. If Epifanya reasonably believes that the User has not complied with these terms and conditions or is seeking to avoid any such obligations, Epifanya shall not be obliged to make the refund.
Amendments
Epifanya reserves the right to change its Exchange, Cancellation and Refund Policy from time to time without any notice to You and You undertake to keep Yourself updated of all the policies uploaded and updated by Epifanya on the Website from time to time. In particular, Epifanya may, at its sole discretion, introduce new Products and/or Services and modify some or all of the existing Products and/or Services offered on the Website.
In such an event, Epifanya reserves the right to introduce new return/exchange/cancellation/refund charges for the return/exchange/cancellation/refund of Products and/or Services requested.
Currency Limitations
Unless otherwise stated, all refunds shall be quoted in Indian Rupees (INR) and all transactions shall be carried out between Indian bank accounts solely in Indian Rupees (INR), the legal tender of the Republic of India..
Fraudulent Transactions; Erroneous or Duplicate Transactions
Epifanya reserves the right to stop any refund to You, if Epifanya discovers a fraudulent transaction, erroneous or duplicate transaction. You agree to and acknowledge Epifanya’s right to investigate any and all transactions for fraud. Further, You agree to cooperate with any reasonable requests made by Epifanya in an effort to investigate fraud. You agree that Epifanya has the right to initiate/undertake appropriate legal actions or withhold/stop such refund till the completion of such investigation. Fraudulent transaction is cause for termination of Your Account on the website and Epifanya, at its sole discretion, may block any refunds due to You. It is clarified that these remedies are in addition to all remedies available to Epifanya under the Terms of Use and/or at applicable law.
Grievance Redressal
Any grievances relating to the Exchange, Cancellation and Refund Policy may be directed by You to the grievance officer of Epifanya & Co who can be contacted at payal.babbar@wethepawple.com.