Refund policy

At Pup & Pur (a trademark of Auxium Innovation Labs Private Limited), we want you and your pet to have the best experience with our products. We take great care in packaging and quality checks, and we also understand that issues can occasionally arise.

This policy explains when returns, replacements, and refunds are applicable.

1. Eligibility for Returns & Replacements

Due to the personal care and hygiene nature of pet shampoos and conditioners, we follow industry-standard practices in India.

You are eligible for a return or replacement if:

  • You received a damaged product.
  • You received an incorrect product.

  • The product was leaking, broken, or tampered with on arrival.

To be eligible:

  • The request must be raised within 24 hours of delivery.
  • The product must be unused, unopened, and in original packaging.
  • Clear photos/videos of the issue must be shared with our support team.

2. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns if:

  • The product has been opened, used, or partially used.
  • The issue is related to personal preference (fragrance, texture, consistency, etc).
  • The product was damaged due to incorrect usage or storage.

  • The return request is raised after 48 hours of delivery.

3. Refund Policy

 Refunds are applicable in the following cases:

  • If a replacement is not possible due to stock unavailability.
  • If the order is cancelled before dispatch.
  • If the product is returned after approval by our team.

  Refund method:

  • Refunds will be processed to the original payment method.
  • In case of Cash on Delivery (COD), refunds will be processed via bank transfer or UPI.

Refund timeline:
Refunds are initiated within 5–7 business days after approval.
The time taken for the amount to reflect may vary based on your bank or payment provider.

 

4. Replacement Process

  • Approved replacement requests will be shipped within 3–5 business days.
  • No additional shipping charges will be applied for approved replacements.

5. Order Cancellations

  • Orders can be cancelled only before dispatch, we dispatch orders within 24 hours to ensure faster delivery.
  • Once an order is shipped, it cannot be cancelled.
  • If cancellation is approved, the refund will be processed as per the Section 3.

6. How to Raise a Return / Refund Request

Please email us at: contact@pupandpurstore.com 

For mail Include:

  • Order ID
  • Product Name
  • Clear photos or videos showing the issue.
  • Brief description of the problem
  • Contact Number

Our support team will review and respond within 1–2 business days.

7. Allergic Reactions & Pet Sensitivity

Every pet is unique. While our products are thoughtfully formulated for Indian pets, we do not accept returns or refunds for allergic reactions or sensitivity, as these can vary by pet.

We strongly recommend:

  • Performing a patch test before full use.
  • Discountinuing use immediately if irritation occurs.

8. Policy Updates

Pup & Pur reserves the right to update or modify this policy at any time without prior notice. Changes will be reflected on this page with a revised “Last Updated” date.

9. Contact Information

For any questions regarding returns or refunds, please contact us:

Email: contact@pupandpurstore.com

Registered Address:
Auxium Innovation Labs Private Limited
Unit 101, Oxford Towers
HAL Old Airport Road
H.A.L II Stage, Bangalore North
Bangalore – 560008
Karnataka, India

Last Updated: 25 December 2025