Refund policy

At Crayons Pets, we want you and your pet to be happy with your purchase. If there is a problem with your product, we provide a replacement-based support process for eligible cases.

We do not offer refunds. Eligible cases are resolved through replacement only, subject to the terms below.

1. 180-Day Replacement Protection

Your Crayons Pets product is covered by our 180-Day Replacement Protection from the date of delivery.

You can contact us if you experience a problem with your product. Our team will review the issue and determine whether it qualifies for replacement.

Within 7 Days of Delivery

Within 7 days of receiving your order, you may request a replacement if:

  • You received the wrong product.

  • You received the wrong size.

  • The product arrived damaged.

  • The product has a visible defect.

  • The product has a manufacturing defect.

For wrong-size or other non-defect-related requests, the product must generally be unused, unwashed and in its original condition and packaging.

From Day 8 to Day 180

From the 8th day through the 180th day after delivery, replacement protection applies to qualifying manufacturing defects discovered during normal and intended use.

Examples may include:

  • Manufacturing-related stitching failure.

  • Structural failure caused by a manufacturing defect.

  • Material or construction defects resulting from the manufacturing process.

The 180-day period does not mean that a product can be replaced for any reason for 180 days.

2. What Is Not Covered

Replacement protection does not cover:

  • Accidental damage.

  • Pet chewing, biting, scratching or tearing.

  • Damage caused by misuse or improper use.

  • Damage caused by improper washing, cleaning or maintenance.

  • Stains, dirt or normal discoloration caused by use.

  • Damage caused by sharp objects.

  • Damage caused by chemicals or unsuitable cleaning products.

  • Alterations or modifications made to the product.

  • Damage resulting from use outside the product's intended purpose.

  • Change of mind.

  • Preference or dissatisfaction after use.

3. How to Request a Replacement

The process is simple:

1. Contact us
Contact Crayons Pets through our Contact Us page or customer support email.

2. Provide your order details
Share your order number and the details of the issue.

3. Send photographs
Provide clear photographs or videos showing the issue. We may also request photographs of the product packaging, tags or labels where necessary.

4. Our team reviews the claim
We will review the information provided and may ask for additional details if required.

5. Replacement approval
If the issue qualifies under this policy, we will approve the replacement and provide the necessary instructions.

6. Return the product, if required
Depending on the issue, we may require the original product to be returned before the replacement is dispatched. Our team will provide the return instructions.

7. Replacement is shipped
Once the required process is completed, the replacement product will be arranged.

4. Replacement Shipping

For an approved replacement caused by a wrong product, product damaged during delivery, or qualifying manufacturing defect, Crayons Pets will bear the applicable replacement shipping costs.

For a wrong-size replacement request, shipping arrangements and applicable costs may vary depending on the circumstances.

For approved manufacturing-defect claims, our team will provide the applicable shipping instructions.

5. No Refunds

Crayons Pets does not offer refunds under this replacement policy.

If your claim is approved, the remedy will be a replacement product, subject to product availability and the terms of this policy.

This policy does not affect any consumer rights that cannot legally be excluded under applicable law.

6. Replacement Product Availability

All replacements are subject to product availability.

If the exact product, size or variant is unavailable, our team will contact you regarding the available replacement options.

7. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been shipped, it cannot be cancelled through the order cancellation process. Any eligible issue after shipment will be handled under this Replacement & Warranty Policy.

8. Returns and Exchanges

Crayons Pets does not accept general returns for refunds or change-of-mind purchases.

Where a product needs to be sent back as part of an approved claim, the return is solely for the purpose of processing a replacement.

For platform purposes, an approved replacement may be referred to as an exchange. An exchange under this policy means replacement of the eligible product and does not mean a cash refund.

9. Service Area

Crayons Pets currently provides shipping, replacement and warranty services within India.

10. Contact Us

For a replacement request or any question regarding this policy, please contact us through our Contact Us page or customer support email.

Please provide your order number, a description of the issue and clear photographs or videos to help us process your request.

Crayons Pets reserves the right to verify the reported issue and determine eligibility for replacement according to this policy.