At PetsHeart, we care about your satisfaction and strive to make every purchase smooth and worry-free.
For a hassle-free exchange or claim process, please record an unboxing video while opening your package. This helps us verify and resolve any issue quickly in case of damage or defect.
Kindly notify us within 24 hours of delivery if you face any product-related issue. Claims made after this period will not be accepted or processed.
Our return and refund policy is valid for 7 days from the date of delivery. Unfortunately, we can’t offer a full refund or exchange if more than 7 days have passed since your purchase.
Special Note for Exo Terra & Fragile Products
For Exo Terra glass terrariums or any other fragile products, please ensure you record a clear unboxing video when opening your order.
If you find any broken, cracked, or damaged pieces, you must notify us within 24 hours of delivery along with the unboxing video to initiate a claim.
Claims made after this period or without video proof will not be accepted.
Return Eligibility
To be eligible for a return:
The item must be unused, unopened, and in its original packaging.
You must provide a receipt or proof of purchase.
Non-Returnable Items
Certain items cannot be returned for hygiene and safety reasons, including:
Perishable goods (pet food, treats, etc.
Gift cards
Downloadable digital products
Refunds
Once we receive and inspect your returned product, you’ll be notified via email about the approval or rejection of your refund.
If approved, the refund will be processed and credited to your original payment method within a few business days. once after the damaged products to the warehouse
Late or Missing Refunds
If you haven’t received your refund yet:
Contact your bank for further assistance.
If you’ve done this and still haven’t received your refund, please email us at sales@petsheart.in
Exchanges
We replace items only if they are defective or damaged.
To request an exchange for the same item, please email sales@petsheart.in with your order details.
Return Shipping
To return your product, please contact us at sales@petsheart.in for return instructions.
Customers are responsible for return shipping costs.
Shipping charges are non-refundable.
If a refund is issued, the cost of return shipping will be deducted from your refund.
We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Need Help?
For any questions about refunds or returns, feel free to contact our support team at sales@petsheart.in.
We’re always happy to help you and your pets
SHRI GURU KITCHEN GALLERY- B4, Mahant Complex, 30/31, North Yashwant Ganj, Indore,
Indore, Madhya Pradesh, 452002