Last Updated: July 26, 2026

1. Overview

This policy explains when you can cancel an order on the e-PetVet marketplace, when a return or replacement is possible, and how refunds are processed. It applies to all product orders placed through the e-PetVet app. Products are sold by verified medical stores (sellers); e-PetVet coordinates payment and delivery and helps resolve refund requests.

2. Cancelling an Order

You can cancel your order yourself from My Orders in the app, as long as the seller has not yet marked it ready to ship.

Order stage	Can you cancel in the app?
Placed / Confirmed / Packed	Yes — cancel instantly from My Orders
Ready to ship	No — contact support; cancellation is not guaranteed
Shipped / Out for delivery	No — refuse the delivery or raise a return request instead
Delivered	No — see the return and replacement section below

To cancel: open the app, go to My Orders, select the order, and tap Cancel Order. Stock is released back to the seller automatically once the cancellation is recorded.

3. Cancellation by e-PetVet or the Seller

An order may be cancelled from our side in situations such as:

• The item is out of stock or cannot be sourced after the order was placed.
• Your delivery pincode is not serviceable by our courier partners.
• A required veterinary prescription could not be produced or verified.
• An obvious pricing, listing, or stock error was detected.
• The payment failed, was not completed, or was flagged as suspicious.
• Repeated failed delivery attempts, incorrect address, or unreachable contact number.

If we cancel a prepaid order, the full amount you paid is refunded. You will be notified in the app and, where needed, contacted directly.

4. Unpaid Online Orders

If you choose online payment but do not complete it, the order stays unpaid and is not sent to the seller. Such incomplete orders are automatically closed after a short waiting period, and the reserved stock is released. No amount is charged for these orders. If money left your account but the order still shows unpaid, contact us with the transaction reference and we will reconcile it.

5. Returns and Replacements

Because this marketplace sells veterinary medicines, feed, supplements, and animal-care products, returns are accepted only in limited, quality-related situations.

5.1 We accept a return or replacement request when:

• The item arrived damaged, leaking, or with broken packaging.
• You received a wrong item, wrong variant, or wrong quantity.
• The item is expired or close to expiry at the time of delivery.
• The item is defective, tampered with, or has a missing seal.
• Part of your order is missing from the package.

Report such issues within 48 hours of delivery, with clear photographs of the product, the batch and expiry label, and the outer packaging. Keep the item and packaging until the request is resolved.

5.2 We cannot accept returns when:

• The product has been opened, used, or partially consumed, unless it is defective.
• Temperature-sensitive medicines, vaccines, or perishable feed were accepted in good condition.
• The request is only a change of mind, a wrong choice of size or variant, or a pricing comparison.
• The issue is reported after the 48-hour reporting window.
• Seals, labels, batch numbers, or original packaging are missing or altered.
• The product was not purchased through the e-PetVet app.

5.3 How to raise a request

1. Email tech.gurunath@gmail.com within 48 hours of delivery.
2. Include your order number, the item name, what went wrong, and supporting photographs.
3. Our team reviews the request with the seller, usually within 2 working days.
4. If approved, we arrange a pickup or ask you to return the item, and then process a replacement or refund.

6. How Refunds Are Processed

Payment method	What happens on cancellation or approved return
Online / prepaid (UPI, card, net banking, wallet)	Refunded to the same account or instrument used for payment, through Razorpay
Cash on Delivery — not yet delivered	No refund needed, because no payment was collected
Cash on Delivery — already paid on delivery	Refunded by bank transfer to the account details you share with support

6.1 Timelines

• Cancelled prepaid orders are marked for refund immediately and initiated within 2 working days.
• Once initiated, the amount usually reflects in your account within 5 to 7 working days, depending on your bank or payment provider.
• Return-related refunds are initiated after the returned item is received and inspected.
• You can track the refund state of a cancelled order in My Orders, where it shows as refund pending and then refunded.

6.2 What is refunded

• Full order cancellation before dispatch: the entire amount paid, including delivery charges and any Cash on Delivery handling fee that was charged.
• Damaged, wrong, expired, or missing items: the value of the affected items plus any delivery charge attributable to them.
• Approved return of a correctly delivered item: the item value; delivery charges already incurred may not be refunded.
• Refunds are always made to the original payment method. We do not refund to a different card or UPI ID for security reasons.

7. Failed and Duplicate Payments

If a payment fails but the amount is debited, or you were charged twice for the same order, the extra amount is reversed automatically by the payment gateway, generally within 5 to 7 working days. If it does not reach you in that time, write to us with the order number and the bank reference number and we will follow it up with Razorpay on your behalf.

8. Consultation and Service Charges

Fees paid for veterinary appointments or consultations are separate from product orders. Appointments cancelled well before the scheduled time are eligible for a refund of any amount paid. Charges for a consultation that has already taken place are not refundable, since the service was delivered.

9. Need Help?

For anything related to cancellations, returns, or refunds:

• Email: tech.gurunath@gmail.com
• Address: 4th Floor, Orchid Residency, Lane 4, Gulenagar, Pune, Maharashtra, India
• Support hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

Please always quote your order number so we can help faster. We aim to acknowledge every request within 2 working days.