Returns and refunds

Most pet food, treats, litter and grooming products cannot be returned once the pack is opened. That is for hygiene and safety, and it is stated on every product page before you buy.

You can always return an item, opened or not, if any of these apply:

1. It arrived damaged, leaking or spoiled.
2. It is expired, or too close to its best before date to use.
3. It is not the item, flavour, variant or size you ordered.
4. Part of your order is missing.
5. It is not what the product page described.
6. It is not the genuine brand.
7. It arrived after the delivery date we promised you.

There is no deadline on these seven reasons. If one of them applies, tell us whenever you find out.

To raise it, open the order in the app and tap Report a problem. Please send photos of the pack and the batch code, and keep the product and the packaging until we confirm the outcome. Photos are enough. We will never ask you for an unboxing video as the only way to make a claim. We will never ask you to pay return shipping when the fault is ours, the shop's or the courier's, and we will never ask you to post back a leaking or spoiled food pack.

Sealed, unopened, non food items such as bowls and toys can be returned within 3 days if you simply changed your mind. Return shipping for those is yours to pay, and we show you the exact amount before you confirm.

Refunds go back to the card, UPI ID or account you paid from. We do not give store credit instead unless you ask us to. We start approved refunds within 1 working day and your bank usually credits them within 5 to 7 working days. We give you the reference number so your bank can trace it. We refund the platform fee and the delivery fee too, whenever the fault is ours, the shop's or the courier's.

We are a marketplace. The shop named on your order owns the product and sells it to you. You do not have to chase that shop. Raise it with us, we will settle it with you, and we will sort out the money with the shop ourselves. If you do want the shop's own details, tap Seller details on your order and we will send you its full address, website and email.

If your pet falls ill

If your pet becomes unwell after using something bought here, please stop using the product, keep the pack, the batch code and whatever is left, and tell us straight away through Report a problem on the order. We treat this as a safety report, not an ordinary return. We refund the order, we pass the batch details to the brand, and we check whether anyone else has reported the same batch. If your pet needs a vet, please see one first and tell us afterwards.

Still not sorted?

Every complaint gets a ticket number and a named person. See our grievance redressal page for the escalation path, including the free government routes available to you.

Who you are buying from

Scentemote Technologies Private Limited operates the MyFellowPet marketplace from Unit 101, Oxford Towers, 139/88, HAL Old Airport Road, Kodihalli, Bengaluru, Karnataka 560008. Questions: support@myfellowpet.com or +91 83174 48064. Full company details are on our legal information page.

Nothing here takes away any right you have under the Consumer Protection Act 2019.