Refund and Return Policy

Mumbai Pets Online (Owned by KRP Tech Solutions OPC Private Limited · Operated by OM Pet Shop (MSME / Udyam: UDYAM-MH-03-0150241)

3.2. Payment Gateway Charges: A 2% transaction fee applies to Credit Card, Debit Card, and Net Banking payments to cover processing costs. UPI transactions carry no processing charge. Applicable charges are displayed at checkout.

3.3. Booking Fee & COD Policy: A 25% booking advance is exclusively required to confirm any invoice. Full Cash on Delivery (100% COD) is not available under any circumstances to prevent fraudulent bookings and make certain live animal welfare.

3.4. Refund Processing & Timelines:

• Approved refunds are initiated within 1–2 working days by our team.
• Given monsoon and society constraints, reflection in the original payment account takes 5–7 business days (Domestic) or up to 10 business days where the original payment was made from an overseas bank or card, subject to bank processing cycles. Delivery itself remains within India; overseas buyers ordering for delivery to a family address in India are refunded to the original international instrument.
• For seller-initiated cancellations, the 2% payment gateway charge is refunded in full alongside the principal amount.

4. Live Animal Health Window and Returns

4.1. 7-Day Return Policy & Purity Guarantee

• Eligibility: Pets can be returned within 7 days of delivery for verified issues such as crossbreeding or severe, pre-existing health conditions.
• Lifetime Purity Guarantee: We provide a lifetime guarantee for the genetic purity of pets purchased through Mumbai Pets Online.

4.2. Sickness & Death Claims

• 7-Day Limit: No health claims or refunds will be entertained for sickness reported after 7 days of delivery.
• Eligible Conditions: Health claims are solely restricted to Parvovirus or Rabies (Puppies/Kittens) or verified fungal infections / blood stools (Exotic Birds).
• Required Documentation: Claims require written certification on official letterhead from an authorized registered veterinarian, covering official test reports with the vet’s seal, signature, and registration number.
• Death Cases: Across MMR and Pune corridors, a post-mortem report from a registered veterinary officer stating the definitive cause of death (with seal, signature, and clinic contact details) is obligatory.
• Non-Eligible Claims: Minor digestive issues (loose stools, occasional vomiting) resulting from diet changes or environmental stress are exclusively excluded.

4.3. Specialized Category Terms

• Handfed Chicks: Due to specialized hand-rearing requirements, no returns, refunds, or health guarantees apply once handed over.
• Doorstep Rejection: Animals with visible physical wounds or hairless patches must be rejected at the doorstep for a full refund or replacement.
• DNA Certificates (Adult Birds): Given monsoon and society constraints, if a DNA sexing certificate is not provided within 15 days of delivery, a ₹150 refund can be claimed upon submitting proof of external testing.
• Vaccination (Puppies/Kittens): If the initial vaccination was not administered for pets under 42 days old, a standard ₹450 compensation will be issued.

5. Disputes, Conduct Rules and Legal Framework

5.1. Resolution of Disputes: All disputes, claims, or grievances must be submitted in writing through our official support email ([email protected]).

5.2. Prohibition of Intimidation & Extortion:

• Mumbai Pets Online maintains a strict zero-tolerance policy against physical, verbal, or official harassment.
• Attempting to coerce staff, demand unlawful financial compensation, or utilize third-party influence (such as public servants, political figures, or law enforcement officers acting outside statutory authority) over a canceled or fully refunded transaction will result in immediate termination of customer communication.
• Any unfulfilled order where a full refund has been tendered constitutes a closed commercial matter.

5.3. Abuse of Process: Frivolous legal notices or misuse of public authority for private commercial disputes will be defended using available legal remedies under applicable civil and criminal statutes (covering provisions regarding criminal intimidation and unlawful demand under the Bharatiya Nyaya Sanhita).

5.4. Governing Law & Jurisdiction: This policy and any transaction thereunder shall be governed by and construed in accordance with the laws of India. Any legal proceedings shall be subject to the exclusive jurisdiction of the Courts at Mumbai / Thane, Maharashtra, India.

6. Contact Information

The website www.mumbaipets.in (and its associated mobile/web applications, hereinafter referred to as "Mumbai Pets Online" or "Platform") is owned by KRP Tech Solutions OPC Private Limited and operated by OM Pet Shop (MSME / Udyam: UDYAM-MH-03-0150241) ("Operator", "Company", "Us", "We", or "Our") under the laws of India, having its registered operating desk at 20, Aryan Thakare, Block 03, Radhakrishnan Colony, Morshi, District Amravati, Maharashtra 444905.

Disclaimer: Mumbai Pets Online reserves the right to update or amend this policy periodically without prior notice. Customers are advised to review the latest policy version before placing an order.