1. Grooming Service Cancellation
1.1 Cancellation by Customer
• 24+ hours before appointment: Full refund (100%)
• 12-24 hours before appointment: 50% refund
• Less than 12 hours: No refund
• No-show: No refund
1.2 Cancellation by Purr & Pawzz
If we cancel your appointment due to groomer unavailability or unforeseen circumstances, you will receive a full refund or option to reschedule at no extra cost.
2. Product Order Cancellation
2.1 Before Dispatch
You can cancel your order before it is dispatched for a full refund. Contact our support team immediately with your order number.
2.2 After Dispatch
Once dispatched, orders cannot be cancelled. However, you may refuse delivery and we will process a refund after deducting return shipping charges.
3. Return and Refund for Products
3.1 Eligibility for Returns
Products can be returned within 7 days of delivery if:
• Product is damaged or defective
• Wrong product was delivered
• Product is significantly different from description
• Product is unused and in original packaging
3.2 Non-Returnable Items
• Opened pet food or treats (for hygiene reasons)
• Personalized or customized products
• Products marked as "non-returnable"
• Items damaged due to misuse
4. Refund Process
4.1 Timeline
• Refund requests are processed within 5-7 business days
• Online payments: Refunded to original payment method within 7-10 business days
• Cash on Delivery: Refunded via bank transfer (provide account details)
4.2 Refund Amount
• Full refund includes product cost and applicable taxes
• Shipping charges are non-refundable (except in case of our error)
• Return shipping costs are borne by customer unless product is defective
5. Exchange Policy
We currently do not offer direct exchanges. If you wish to exchange a product:
1. Return the original product following our return policy
2. Place a new order for the desired product
3. Refund will be processed separately
6. Damaged or Defective Products
If you receive a damaged or defective product:
• Contact us within 24 hours of delivery
• Provide photos/videos of the damaged product
• We will arrange free pickup and full refund or replacement
• No questions asked for genuine manufacturing defects
7. Wrong Product Delivered
If you receive the wrong product, we will:
• Arrange free pickup of the wrong item
• Deliver the correct product at no additional cost
• Or provide full refund if preferred
8. Payment Gateway Failures
If payment is deducted but booking/order fails:
• Contact us immediately with transaction details
• Refund will be initiated within 24-48 hours
• Amount will be credited within 7-10 business days
9. How to Request Refund/Cancellation
Contact our support team via:
Email:Purrandpawzz@gmail.comPhone:+91 70134 85663Provide: Order/Booking number, reason for refund, and any relevant photos
10. Contact Information
Purr & PawzzEmail: Purrandpawzz@gmail.comPhone: +91 70134 85663Address: Hyderabad, Telangana, India
Support available: Monday-Saturday, 9 AM - 6 PM IST 
