This Cancellation, Return, Exchange, and Refund Policy (“Policy”) applies to all customers of JUSTDOGS – a brand of JUST DOGS SPALONS PRIVATE LIMITED, whether purchasing products or subscribing to services via our Platform (website www.justdogsstore.com and the mobile application ‘JUSTDOGS’) or at our physical retail stores.

This Policy aims to inform and guide customers regarding the process of cancellation, return, exchange, and refund for products and services purchased either online or offline (in-store). By making a purchase, customers agree to abide by the terms of this Policy.

For the purposes of this Policy, “you” or “customer” refers to any individual or legal entity that completes a purchase. The terms “we,” “us,” “our” and “Company” refers to JUSTDOGS.

1. FOR ONLINE PURCHASES:

1.1. Cancellation Of Online Orders

a. Before Shipment:

Customers may cancel their order if the product(s) have not yet been shipped. To initiate cancellation, you may:
  • Log in to your account on the Platform and navigate to Home > Orders > Cancel Order; or
  • Write to us at support@justdogsstore.com with your order details.

b. After Shipment:

If the product(s) have already been shipped, cancellation is only possible by refusing delivery at the time the product is presented for delivery. In such a case, the refund will be processed once the product has been returned to our warehouse in its original condition.

1.2. Return, Exchange, And Refund of Delivered Products

a. General Policy for Online Orders

Upon receiving your online order, you are advised to thoroughly inspect the product(s). If you receive a product that is damaged, defective, incorrect, or lost during transit, you must notify us within 7 (seven) working days from the date of delivery by contacting us via support@justdogsstore.com or calling +91-9809113111.

Please refer to the specific product’s return/exchange policy on the product description page (PDP) before placing your order.

b. Eligibility for Returns of Online Orders

To be eligible for a return, the product must:
  • Be in the same condition in which you received it;
  • Be unworn or unused, with all tags attached;
  • Be returned in the original packaging;
  • Include all in-box accessories, freebies, or combos (if any).
Open or used products (particularly pet food and treats) will not be eligible for return. Products purchased during Sales / Events (Flash Sales, Clearance Sales, DOGUST Sale etc.) are not eligible for return unless proven defective or damaged upon delivery.

1.3. Refunds of Online Orders

a. Refund Approval

Refund requests for online orders will be reviewed within 48 working hours from the time of your request. You will receive an email/SMS notification about the approval status of your refund.

b. Eligibility for Returns of Online Orders

If your refund request is approved, the refund will be processed as follows:
  • For prepaid orders, the refund will be credited to your original payment method within 7-10 working days after refund approval.
  • For Cash on Delivery (COD) orders, refunds will be processed via bank transfer or a refund voucher within 7-10 working days after refund approval.

2. IN-STORE PURCHASES: RETURN, EXCHANGE, AND REFUND

2.1. In-Store Return and Exchange Conditions

  • A valid purchase receipt must be presented for any return, exchange, or refund request for in-store purchases.
  • Products must be returned in their original condition, with all tags and packaging intact.
  • Returns or exchanges for in-store purchases must be initiated within 48 hours from the date and time of purchase.

2.2 Eligible Products for Return/Exchange

  • Non-perishable products (e.g., accessories, toys, grooming items) may be eligible for return or exchange provided they are unused, in original condition, and unopened.
  • Note: The following product categories in non-perishable products are non-returnable and non-exchangeable, except in cases of defective or damaged items received; Crates, Cages, Litterbox, Transport box/bag, Puppy Products, Treats, Supplements/medicines, Apparel (particularly for Festive/Occasion-specific purposes).
  • Perishable items such as pet food, treats, and consumables are non-returnable unless they are proven to be defective at the time of purchase (e.g., damaged packaging, wrong product).

2.3 Non-Returnable Items (In-Store)

  • Opened or used perishable products (such as pet food, treats) are non-returnable
  • Personalized items, grooming products, or any product that has been used cannot be returned or exchanged unless found to be defective.

2.4 Exchange Policy

  • Exchanges are allowed within 48 (Forty-Eight) hours of purchase for products that are unused and returned in their original packaging.
  • Sale items or promotional purchases (such as items bought during clearance or flash sales) are non-exchangeable unless defective or damaged at the time of sale.

2.5 Refund Policy (In-Store)

  • For products which are eligible for returns, refunds will be processed back to the original mode of payment or in store credits (depending on customer’s preference) within 7 to 10 working days from the date the returned product is received and verified.
  • If the product was purchased via Cash on Delivery (COD), a cash refund or a store credit voucher shall be issued (depending on preference of the customer).

2.6 Procedure for In-Store Returns

  • To return or exchange a product, visit the store where the product was purchased.
  • Ensure that the product is in its original condition with all packaging, accessories, and receipts.
  • Our team will assist you in verifying the product and processing the return or exchange.

2.7 Non-Refundable Products

Products that are opened, used, or damaged after delivery due to improper handling will not be eligible for a refund. This includes perishable items (such as pet food) and products sold during clearance or flash sales.

3. Exceptions and Special Considerations

Certain products may have unique return policies, which will supersede this Policy. Be sure to check the return/exchange policy listed on the product page for any exceptions to the general rules. Cases involving fraudulent returns, or the misuse of the return/exchange system, will result in the termination of the customer’s account and possible legal action.