Return and refund policy
The sole aim of highfurries.com is to make pets happy and ease paw-renting. Pets and their parents are helped to live harmoniously and lead happy, healthy lives, and thus unique products sourced from the best manufacturers in the country and abroad are aspired to be delivered.
Policies are made keeping in mind the betterment of relationships with customers. Policies are developed to assure that, subject to the following conditions, if any product purchased from highfurries.com is flawed or not suitable for you/your pet, the merchandise will happily be repaired or replaced, or a highfurries.com Wallet Credit for your return will be provided.
Within 7 days from the time of delivery, if a product ordered is no longer wanted, it can be returned for an exchange or store credit as long as the item and packaging received by highfurries.com are undamaged and in a resalable condition.
Refunds for returns/exchanges are not provided. Except in few cases.
Under what conditions can a product be returned/replaced?
– A wrong product delivered
– An expired product delivered
– A damaged product/defective product delivered or damaged packaging
The above-mentioned conditions with pictures must be intimated within 48 hours from the date of delivery.
Under what conditions will return/replacement requests not be accepted?
If the item is non-returnable, the issue will definitely be heard and an attempt will be made to solve it. However, the sole decision whether to accept the return or not lies with highfurries.com . If such is the case, a return charge, which would be equal to the shipping cost required to arrange the return, may be imposed by highfurries.com. This would be explained at the time of processing the return request before approving the return or exchange.
Returns or exchanges will not be accepted in the following circumstances:
– Used/altered products.
– Original packaging/labels missing.
– The return/replacement request is generated after 7 days from the date of delivery.
– Not notifying and not sharing images/videos of the defective products within 48 hours from the time of delivery.
In case the product for exchange is unavailable, store credit will be offered.
NOTE: Dog shoes and clothes are non-refundable and non-exchangeable. For any queries, the customer support team can be contacted, and the best solution to the problem will be found.
RETURN ELIGIBILITY
The following items are not eligible for returns or exchanges unless received in a damaged or faulty condition:
– Any personalized product, personalized engraved identification tags.
– Bedding, mats, beds, sofa, blankets,
– Cat/Dog litter, trays, toys, & accessories
– Cat furniture and scratchers
– Grooming Products
– Leashes & Harness
The list above isn’t comprehensive. There could also be other individual products like toys, grooming, collars, leashes, clothes and bowls & feeders that are non-returnable unless damaged. Product pages describe better whether a product is returnable or not.
When can store credit/exchange be denied?
No store credit will be given, nor an exchange of the product if an item is received without the original packing or if it is received broken, unclean, or worn (unless defective). Alternatively, the item can be shipped back at the customer’s own cost, otherwise, it will be donated.
This will be decided after the goods are delivered to the highfurries.com warehouse for inspection.
Cancellation of Orders
If an order is placed and then decided to be canceled before the shipment is sent, the customer support team should be contacted, or a mail should be dropped. Please be aware that an order cannot be canceled after it has been shipped. Alternatively, the delivery can be accepted or rejected if so desired.
In Case Of Prepaid Order
If the delivery of a pre-paid order is rejected, a refund will be made to the original method of payment after it has been returned and investigated by us.
In Case Of Cash On Delivery (COD)
If the delivery of a COD order is rejected, no refunds/store credits will be issued.
How will the refund for a canceled or returned product be received?
Prepaid Order:
In the case of prepaid orders, money will be returned to the bank account/credit/debit card or where the payment was made within 8-10 business working days.
Cash On Delivery (COD) Order:
For Cash on Delivery orders, bank details where the refund is to be received will be required.
Alternatively, an option to process the refund in the highfurries.com Wallet will also be provided.
NOTE: Refund of the shipping/delivery charges will not be received. Only the product amount will be refunded.
highfurries.com WALLET CREDIT
How will wallet credits be received?
Wallet credits are provided in the form of a coupon code. The coupon code (store credit) won’t work with other discount codes or bundles/combo deals applied and remains valid for a month only.
Please note, when using a coupon code, make sure that it’s utilized in one transaction as any leftover amount wouldn’t carry over.
When will this be received?
After placing the return request, the exchange/wallet credit will only be issued once the product has been received in our warehouse.
**Receiving Wallet Credit**
If opting for receiving the refund in the highfurries.com wallet, it will take 1-2 days maximum.
**Refunding In Bank**
This will take anywhere from 2-3 business days in Mumbai to 8-14 business days for places outside Mumbai.
**Amount of wallet credit**
If a coupon code was used in the initial purchase, note that the amount of the discount won’t be returned by way of wallet credit. The only amount provided by way of wallet credit would be the amount paid after the discounted coupon is applied. The delivery fees paid in the initial purchase aren’t eligible for any store credit. The shop credit is strictly limited to the worth of the product.
While the first exchange is free, subsequent exchanges on the same order will attract a delivery fee of flat Rs 100 and would be offset against the store credit.
### How can a return request be placed?
A return request can be logged with us through our portal and a mail with product images can be dropped. Our customer support team will coordinate from thereafter with processing the request.
Once the item has been received at our warehouse, the return/exchange will be processed. Please note any delivery fees incurred in returning the products are at your own cost and non-refundable by highfurries.com.
If for some reasons the item pick-up from the location cannot be processed, it will be the customer’s responsibility to ship the item to us at the subsequent address