1. Introduction

Wonderful News for Pet Owners! Vitalvittles.in, a Cosmo First Limited project, purchased Petsy in order to provide all pet parents with comprehensive pet care.

Through a variety of breed-specific product choices, first-rate grooming services, and comprehensive veterinary care, vitalvittles.in is an omnichannel pet care platform that provides holistic experiences for both pets and pet parents.

Pet parents will have a better experience because to Vitalvittles.in’s combined capabilities, which include a large assortment of high-quality products, veterinary and pet grooming services, and exceptional customer support to suit all of your pet’s needs.

Join us in commemorating this milestone, as you keep on the lookout for exciting new products, special offers, and delightful surprises in the pet industry. Pet parents will continue to be delighted with vitalvittles.in and Petsy working together.

We appreciate your ongoing support and look forward to providing you and your beloved friends with the best possible care and attention.

Check out vitalvittles.in for more information on the latest developments in the pet care industry.

The Team at vitalvittles.in

2. Cancellation, Return, Exchange and Refund Policy

Customers of “vitalvittles.in,” a pet care division and brand of Cosmo First Limited (formerly Cosmo Films Limited), who have visited or browsed the vitalvittles.in website and mobile application “vitalvittles.in for Happy Pets” (collectively, the “Platform“) in order to purchase products and sign up for pet care-related services are covered by this cancellation, return, exchange, and refund policy (“Cancellation & Refund Policy”).

This Cancellation & Refund Policy is intended to help and inform customers about the procedures for cancelling services and products that they have booked, returning and exchanging products that they have ordered on the Platform, and receiving a refund for the money they have paid for those items.

“You” or “user” refers to any natural or legal person who has consented to become a buyer or customer by registering on the Platform and supplying the registration information via computer or mobile systems, as required by the context of this Cancellation & Refund Policy. Vitalvittles.in shall be referred to by the terms “we,” “us,” and “our.”

3. Terms & Conditions

• Cancellation

1. Cancellation of Orders before shipment:

If you want to cancel an order that has not yet been shipped, you can do so through the platform by following these steps:

• Go to Home Page > Orders > Cancel Order; or
• Contact customer support by emailing support@vitalvittles.in.

1. Cancellation of Orders after shipment:

For orders that have already been shipped, you can decline to accept the delivery when it arrives.

• Returns, Exchanges, and Refunds for Delivered Products

Our Cancellation & Refund Policy provides options for exchanges, replacements, or refunds. Specific return policies vary by product category and are outlined on each product page. In some cases, the policy detailed on the product page will take precedence over the general Cancellation & Refund Policy. Review the return/exchange terms for the specific product category before initiating a return.

To request a return or exchange, email support@vitalvittles.in or call us at 99010 05450.

• Return Eligibility:
• Items must be unused, in their original condition, with tags attached, and in the original packaging.
• A receipt or proof of purchase is required.
• Opened packages, especially for food and treats, are not eligible for return.
• All included accessories, freebies, or combos must be returned.
• Products purchased during events like Flash Sales or Clearance Sales are not eligible for return.
• Refund Process:

If your refund request is approved, you will receive a notification via email or SMS within 48 working hours of your request. Refunds will be processed back to your original payment method within 2–7 working days. Note that additional processing time may be required by your bank or credit card provider.

• Return and Exchange Policy Details

Part I:

Refunds, replacements, or exchanges can be requested within 7 days of product delivery for the following items:

• Dog Products: Food, treats, health supplies, tick & flea solutions, shampoos & conditioners, cleaning products, feeding supplies, tracking devices.
• Cat Products: Food, treats, shampoos & conditioners, litter products, feeding supplies, health items.
• Customized Products for Pet Owners: Nameplates, coffee mugs, mobile covers, and pet memorial items (available at the center).

Part II:

Refunds, replacements, or exchanges can be requested within 7 days of delivery for these items:

• Dog Products: Toys, brushes, bathing accessories, clothing, accessories, collars, harnesses, leashes, beds, mats, houses, kennels, and carriers.
• Cat Products: Brushes, bathing accessories, bow ties, collars, leashes, beds, scratchers, furniture, carriers, strollers, and toys.

To be Noted:

• Exchanges are subject to stock availability. If a replacement isn’t available, a refund will be issued.
• Courier agents may refuse to accept returns in the following cases:
  • The request is made beyond the allowed return period (7 days from delivery).
  • The product is not in its original packaging or is missing tags, labels, freebies, or accessories.
  • The original packaging is damaged.
  • The serial number, barcode, or label is tampered with or unreadable.
  • The product shows signs of use, misuse, excessive wear, or alterations.
  • Defective products not covered under the seller’s or manufacturer’s warranty.
• Partial Return or Exchange of Orders:

You can request a return, replacement, or refund at the item level. For orders containing multiple items, you may initiate a return or exchange for specific items. However, any returned product must include all its components and any complimentary gifts or items provided with it. 

• Cancellation of Services Booked on the Platform:

You can cancel services as per the following conditions: 

Cancellation Time Frame:

• Grooming Services (if paid in advance)
• Training Services
• Vet Tele-Health Services
• Vet-In Clinic
  • More than 3 hours before the appointment: Full refund
  • 1 to 3 hours before the appointment: 50% refund
  • Less than 1 hour before the appointment: No refund

Customers can reschedule their appointments based on the availability of slots. 

• Refund for Cancelled or Returned Orders:
• For Cancellations Before Shipment or Services:

Refunds will be initiated within 24–48 hours and processed according to RBI regulations. The amount will be credited back to your account within 7–14 business days after the cancellation is processed. 

• For Cancellations After Shipment or Returned Products:

Refunds will be initiated within 24–48 hours of receiving and verifying the returned product at the warehouse, subject to the following:

• Credit/Debit Card or Net Banking Payments: Refunds will be processed to the same account or card used for payment within 24–48 hours of receipt at the warehouse. It may take an additional 7–14 business days for the refund to reflect in your account.
• Cash on Delivery (COD) Transactions: Refunds will be processed via account transfer based on the details you provide through the platform, including a scanned image of a cancelled cheque.
• Credit Wallet: Refunds can be credited to a wallet provided by the platform if you choose this option, allowing for easy use in future transactions.

• Reporting Undelivered Orders (Despite Delivery Confirmation):

If a product is marked as delivered but has not been received, report the issue within seven (7) days from the delivery confirmation date to allow the platform to investigate. 

Note: 

The platform reserves the right to cancel any order at its discretion and will notify you via email or SMS.  Any order if suspected of being placed for non-personal use may also be cancelled by the platform.