This Cancellation, Return, Exchange and Refund Policy (“Cancellation & Refund Policy”) is applicable to the customers of ‘’ –a Pet care division and a brand of Cosmo First Limited( Formerly Cosmo Films Limited ), who for the purpose of buying the products and subscribing to Pet care related services have visited/surfed’s Website; & Mobile Application ‘ for Happy Pets’ (together as “Platform”).

This Cancellation & Refund Policyis meant to assist and educate the customers about the process of cancellation of services booked& products ordered, returnand exchange of products ordered by the customer through the Platform and refund of the amount paid by the customer for the same.

For the purpose of this Cancellation & Refund Policy, wherever the context so requires “you” or “user” shall mean any natural or legal person who has agreed to become a buyer / customer by registering himself / herself on the Platform by providing the registration data using computer / mobile systems. The term “we”, “us”, “our” shall be referred to

Terms & Conditions.

Cancellation of products ordered.

a. Before Shipment:
If you wish to cancel the product(s) ordered those have not been shipped at the time of cancellation request, you can cancel your order through the Platform following the steps below:

HomePage>Orders>Cancel Order; and/or
Write to the customer care on

b. After Shipment:
If you wish to cancel the product(s) ordered those have been shipped you can deny to take delivery at the time of delivery.

Return, Exchange and Refund of product(s) delivered.
Under the Cancellation & Refund Policythe option of exchange, replacement and/or refund is offered by us. Different productswill have different returns policy applicable to each category. In respect of certain products, Cancellation and Return Policy provided on the product page shall prevail over the Cancellation & Refund Policy. Do refer the respective item’s applicable return/exchange policy on the product page for any exceptions to the Cancellation & Refund Policy as provided under the table below.You are suggested to carefully read and understand the conditions and limitations applicable to respective category of product and cases under which returns/ exchange requests shall be limited to the timelines provided herein below will be accepted by us. To return or exchange the product kindlywrite to the customer care on or call us on one of these numbers +91 – 9555944924

Return policy for any item listed on and the App is as mentioned in this policy section of the website. However, please check details of the product on the Product Description page (PDP) before placing an order to check if the product is eligible for a return or not.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase. Open packets will not be applicable for return (specifically in case of Food & Treats). All the in-box accessories, freebies, combos (if any) should be present. Product bought during Big Sale Events (like Flash Sale, Clearance Sale) will not be eligible for return.

In an event of refund approval, you shall be intimated by email/ SMS within 48 Working hours from the date on which you had raised the request. If approved, you shall automatically be refunded the relevant amount to your original payment source in 2-7 Working days. Please note it can some time take bank or credit card company to process the refund too.


You shall be entitled to Refund, replacement or exchange of products within 7 days from the date of delivery.

Dogs related Products: Dog Foods, Dog Treats, Dog Health Supply, Tick & Flea Solutions, Shampoo & Conditioner, Cleaning & Odour Control, Feeding & Water Supplies, Tracking Device;

Cats related Products: Cat Foods, Cat Treats, Cat Shampoo & Conditioner, Litter & Housebreaking, Feeding & Water Supplies, Cat Health;

Pet Parents Customized Products: Home Name Plates, Coffee Cups, Mobile Covers, Pet Memorial – Visit Centre.


You shall be entitled to Refund, replacement or exchange of products within 7 days from the date of delivery;

Dogs related Products: Dog Toys, Brushes & Combs, Bathing Accessories, Dog Clothing, Dog Accessories, Collars, Harness & Leashes, Dog Beds & Mats, Dog Houses, Kennels & Carriers;

Cats related Products: Cat Brushes & Combs, Cat Bathing Accessories, Cat Bow Ties, collars & leashes, Cat Bed, Scratchers & Furniture, Cat Carriers & Strollers, Cat Toys

Note: If it is a case of exchange, it shall be subject to the availability of stock. In case that a replacement may not be available, we will refund you the amount paid.

The pickup agent/courier boy shall be entitled to refuse to accept the product intended to be returned or exchanged, if any of the following conditions:

If return/exchange request is initiated after the prescribed number of days mentioned hereinabove from the delivery of the products.
Returned without original packaging including, price tags, labels, freebies and other accessories;
If original packaging is damaged;
If Serial Number (EN Code/bar code) is tampered with not readable;
Product is damaged due to use, misuse, overuse or altered;
Defective products that are not covered under Seller/Manufacturer’s warranty; or
Product is used or altered.

PartReturn/exchange of Part Order:
Return/exchange request can be made at item level – if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which were provided along with the product(s).

Cancellation of services booked through Platform: You shall be entitled to cancel the services as under:
Time-Frame of Cancellation

Grooming Services (only if paid in advance)

Training Services

Vet Tele-Health Services

Vet-In Clinic

More than 3 hours prior to appointment time

Full refund

Full refund

Full refund

Full refund

Within 1 to 3 hours prior to appointment time

50% refund

50% refund

50% refund

50% refund

Less than 1 hour prior to appointment

No refund

No refund

No refund

No refund

The Customer shall have an option to reschedule the appointment for Service(s) as per the availability of slots available.

Refund of Cancelled / Returned Order
Cancellation before shipment of products or refund for cancellation of services in accordance with Clause 1(a) of the Cancellation & Refund Policy- Refund shall be processed within 24-48 hours and refunded to you in accordance with RBI Regulations within 07-14 business days, post-processing of cancellation request; and for cancellation after shipment of products or for the refund of the returned products the refund shall be processed within 24-48 hours from the time products are received back and verified at our warehouse and shall be subject to the following:

For payments through credit/debit cards or net banking: the refund shall be strictly processed to the same credit card/debit card/bank account using which the payment was made, within 24-48 business hours of receipt of products at the warehouse. It may take 07-14 additional business days for the refund to reflect in your account.
For Cash on Delivery (COD) transactions: All COD refunds shall be made through the account transfer as per the details shared by you through the Platform including the image of cancelled cheque; or
Credit wallet: A hassle-free option of refund provided by us and if opted by you, which can be used for future transactions for our products and services through our Platform.
No Wrong Delivery – (Customer received delivery message, product not delivered):
In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 07 (seven) days from the date of delivery confirmation for us to investigate.

Note – The platform retains the right to cancel any order placed by you, at its sole discretion and shall intimate you of the same by way of an email/ SMS. The platform also may cancel an order when there is a reason to believer or suspect that such an order is not placed by a consumer for personal use.

Shipping Available in India

On all orders above Rs.150

Easy 10 days returns

10 days money back guarantee on Pet Products Only.

All Brands Pet Products

Offered in the country of usage

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