Doxters Returns & Refunds Policy
Our Promise: Shop with Confidence at Doxters!
At Doxters, we’re dedicated to ensuring you and your beloved pet are absolutely delighted with your purchase. We understand that sometimes things aren’t quite right, and we’re here to make the return or exchange process as smooth as possible. Shop confidently, knowing we’ve got your back!
Returns & Exchanges Policy
If you encounter any issues with your order, simply notify us **within 2 days of receiving your order** via our easy-to-use **Contact Us page**. Don’t forget to include your **order ID** in your message! Every Doxters product goes through rigorous quality checks to guarantee a positive experience for you and your furry friend.
| Issue Category | Return/Exchange Eligibility Period | Logistics Cost Responsibility |
|---|---|---|
| Wrong Product Received | Within 2 days of delivery | Doxters Lab (Both Return & Forward) |
| Manufacturing Defect | Within 2 days of delivery | Doxters Lab (Both Return & Forward) |
| Item Not Liked | Within 2 days of delivery | Buyer (Both Return & Forward) |
| Size Change Request | Within 2 days of delivery | Buyer (Return) & Doxters Lab (Forward) |
| Damaged Article (during transit) | Within 2 days of delivery | Buyer (Both Return & Forward) |
We understand that getting the perfect fit for your pet is essential! For **Size Change requests**, we gladly accept exchanges provided you share **clear pictures of your pet wearing the product**. This helps us understand what adjustments or changes are needed to ensure the perfect fit for your furry companion. Please remember that **sale and discounted items are not eligible for exchange or refund requests**.
To ensure your return is accepted, the product(s) must be **unused, unwashed, with all original tags intact, and returned in their original packaging** along with all parts, freebies, and a copy of the original invoice. We kindly ask you to package the product(s) properly when returning them to maintain their quality.
If any products from an order placed using a coupon or offer are returned, the coupon code/offer will no longer apply to that order, and its benefits will not be included in your refund. If your returned product(s) were part of a **”Buy X Get Y Free” offer**, all items linked to that offer must be returned together.
Important Note for Orders with Coupons, Rewards, or Points:
If your purchase of one or more products in an order involved the use of any coupon, rewards, and/or points, you’ll be responsible for the courier cost to Doxters, priced at **Rs 150**. Alternatively, you’re welcome to mail the item(s) yourself.
Please note that items within such an order will not be eligible for returns for reasons other than “Wrong Product Received” or “Manufacturing Defect” (as outlined in the table above).
Easy Return Process
- Let Us Know: Simply notify our team within 2 days of product delivery and share the details of your issue using our **Contact Us page**.
- We’ll Connect: Our Customer Support (CS) team will get in touch with you promptly to understand your concern.
- Ship It Back: Once your return is approved, please arrange for shipping the product to the address provided by our CS team and share your proof of dispatch.
Your Refund
Once your returned package is received and inspected at our address, your refund will be initiated within **48 working hours** according to this policy. **Refunds are issued in the form of a Gift Voucher** that you can conveniently use for future purchases on our site.
Sometimes Orders are Partially Fulfilled
We always strive to deliver your complete order flawlessly. In the rare instance that we’re unable to fulfill your entire order, the amount for any pending items will be refunded to you as described in the “Refund Process” above. Any available items will still be shipped to you.
Items That Can’t Be Returned
To ensure hygiene and safety, some goods are exempt from being returned:
- Perishable or sensitive goods like food, flowers, newspapers, or magazines.
- Intimate or sanitary goods.
- Hazardous materials, flammable liquids, or gases.
- Gift cards.
- Downloadable software products.
- Some health and personal care items.
We require a receipt or proof of purchase to complete your return. Please do not send your purchase back to the manufacturer.
Partial Refunds (If Applicable)
In specific situations, only partial refunds may be granted:
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Late or Missing Refunds (If Applicable)
If you haven’t received your gift voucher refund yet, please check your email inbox, including your spam folder. If it’s still missing, don’t hesitate to contact us at **[email protected]**.
Sale Items
Only regularly priced items are eligible for returns as per this policy. Unfortunately, **sale items cannot be refunded or exchanged**.
Exchanges
We only replace items if they are **defective or damaged upon receipt**. If you need to exchange a defective or damaged item for the same product, please email us at **[email protected]**, and we’ll provide the return address after your claim is accepted.
Gifts
- If your item was marked as a gift when purchased and shipped directly to you, you’ll receive a **gift credit** for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
- If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed of your return.
Shipping for Returns & Exchanges
To return your product, please mail it to:
Doxters, P L Lokhande Marg, Chembur West, Mumbai 400089
For returns where you are responsible for logistics costs (as per the “Logistics Cost Responsibility” table and the “Important Note for Orders with Coupons, Rewards, or Points” section), you will be responsible for paying for your own **shipping costs and insurance**. Shipping costs are non-refundable.
If we arrange a pickup for your return, please note that the return courier can take longer due to potential delays by our courier partner. This means that shipping your exchange might take up to **15 days** from the time we receive your return, though it can sometimes happen faster. We will always notify you once your exchange has been shipped.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are shipping an item over **Rs 1500**, we highly recommend using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item otherwise.
Disclaimer
This policy is designed to support our valued buyers. We reserve the right to discontinue services and/or block accounts of users found to be misusing or exploiting these policies, or making fraudulent requests, without prior notice.
We hope this updated policy provides you with complete peace of mind when shopping with Doxters. Do you have any other questions?