Refund & Cancellation Policy

Effective Date: July 3, 2026

At PetGoFoods, we strive to provide quality pet food and pet care products along with a smooth shopping experience. This Refund & Cancellation Policy explains the conditions under which orders may be cancelled, returned, or refunded.

By placing an order on our website, you agree to the terms outlined below.

1. Order Cancellation

Customers may request cancellation of an order before it has been packed or dispatched.

Once an order has been dispatched, cancellation requests cannot be accepted.

PetGoFoods reserves the right to cancel any order due to:

1. Product unavailability
2. Pricing or listing errors
3. Suspected fraudulent transactions
4. Incomplete or incorrect customer information
5. Circumstances beyond our reasonable control

If an order is cancelled by PetGoFoods after payment has been received, the applicable refund will be processed to the original payment method.

2. Return Eligibility

Returns are accepted only in the following situations:

1. The product received is damaged during delivery.
2. The product received is defective.
3. An incorrect product was delivered.
4. The product has expired upon delivery.

To be eligible for a return:

1. The request must be made within 48 hours of receiving the order.
2. The product must remain unused, unopened, and in its original packaging.
3. Proof of purchase and clear photographs of the product and packaging may be required.

3. Non-Returnable Products

The following products are generally not eligible for return:

1. Opened pet food packages.
2. Used pet care products.
3. Products damaged due to customer misuse or improper storage.
4. Products without original packaging.
5. Products returned after the eligible return period.
6. Items marked as non-returnable at the time of purchase.

4. Refund Process

Once the returned product is received and inspected, we will notify you of the status of your refund.

If approved, the refund will be processed to the original payment method used during purchase.

Refunds are typically completed within 5–10 business days, depending on your bank, card issuer, UPI provider, or payment gateway.

5. Replacement Policy

Where applicable, PetGoFoods may offer a replacement instead of a refund for damaged, defective, or incorrectly delivered products, subject to product availability.

6. Shipping Charges

1. Shipping charges are generally non-refundable unless the return is due to our error.
2. If the wrong product, damaged product, or defective product is delivered, PetGoFoods will bear the applicable return shipping cost where applicable.

7. Failed or Duplicate Payments

If your payment is deducted but the order is not successfully placed, the amount is usually reversed automatically by your bank or payment provider.

If the amount is not reversed within the expected timeframe, please contact our customer support team with your transaction details for assistance.

8. Contact Us

For any cancellation, return, or refund requests, please contact us:

PetGoFoods

Email: support@petgofoods.com

Website: https://petgofoods.com

Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM (IST)

Please include your Order ID, registered email address, and a brief description of the issue to help us assist you promptly.