Refund policy

Return and Refund Policy

Last Updated: 6 November 2026

At PawLuxe India, customer satisfaction is important to us. We aim to provide quality products and a smooth shopping experience. If you experience an issue with your order, we are here to help.

Please read our Return and Refund Policy carefully before placing an order.

1. Return Eligibility

You may request a return or replacement if:

  • You received a damaged or defective product.

  • You received an incorrect product.

  • Your product is missing essential parts or accessories.

  • The product received is significantly different from the description or images displayed on our website.

  • Your order has another valid issue covered under applicable consumer protection laws.

To request a return, please contact our customer support team within 48 hours of receiving your order.

Return requests will be reviewed based on the nature of the issue and applicable consumer protection requirements.

2. Conditions for Returns

For a return or replacement to be considered:

  • The product should be in its original condition, wherever reasonably possible.

  • Original packaging, accessories and included components should be retained.

  • Clear photographs or videos showing the issue may be requested.

  • Proof of purchase or your order number must be provided.

Products that have been damaged through misuse, improper handling or unauthorized modification may not qualify for a return, subject to applicable law.

3. Products Not Eligible for Change-of-Mind Returns

We generally do not accept returns simply because a customer changes their mind, selects the wrong product or no longer wants the item.

However, this does not affect your rights where a product is defective, damaged, incorrect, deficient, not as described or otherwise eligible for a remedy under applicable law.

4. How to Request a Return

To request a return or replacement:

  1. Email us at rungrechacustomersupport@gmail.com.

  2. Include your order number and registered contact details.

  3. Explain the issue clearly.

  4. Attach photographs or a short video showing the problem, if applicable.

  5. Our support team will review your request and provide the next steps.

Please do not send products back without receiving return instructions from our customer support team.

5. Refund Policy

If your refund request is approved, the refund will be processed through the applicable payment method or another mutually agreed lawful method.

For prepaid orders, refunds will generally be issued to the original payment method wherever possible.

For COD orders, our customer support team will coordinate with you to arrange an appropriate refund method.

Refund processing time may depend on your bank, payment provider and payment method. We will communicate the applicable processing details after approval.

6. Replacement Policy

If you receive a damaged, defective or incorrect product, we may offer a replacement where appropriate.

Replacement availability depends on stock and supplier availability. If a suitable replacement cannot be arranged, an appropriate refund or other remedy may be provided.

7. Order Cancellation

If you wish to cancel your order, contact us as soon as possible.

Cancellation requests may be accepted before the order is processed or dispatched. Once an order has been dispatched, cancellation may no longer be possible, and the applicable return procedure may apply.

Nothing in this section limits any cancellation rights available under applicable law.

8. Shipping Costs for Returns

Where a return is approved because of a damaged, defective, incorrect or otherwise non-conforming product, we will communicate the return shipping arrangements.

For other return requests, shipping costs, if applicable, will be communicated before the return is arranged and will be handled in accordance with applicable law.

9. Free Gifts and Promotional Offers

Promotional gifts and special offers may be subject to specific conditions.

Free gifts are available only on qualifying prepaid orders where the offer is displayed at checkout or on the relevant product page.

COD orders are not eligible for prepaid-only free gifts or prepaid-only promotional benefits.

If an order containing a promotional gift is refunded or returned, the promotional conditions will be considered when determining the applicable refund, subject to consumer protection laws.

10. Damaged or Missing Deliveries

If your package arrives visibly damaged or an item is missing, please contact us within 48 hours of delivery.

Please share your order number and relevant photographs or videos so that we can investigate and assist you.

11. Contact Us

For return, refund, replacement or cancellation assistance, contact:

Email: rungrechacustomersupport@gmail.com

Store: PawLuxe India

We appreciate your trust in PawLuxe India and will do our best to resolve genuine order-related concerns fairly and efficiently.