DELIVERY AND REFUNDS POLICY

Pawtrition India
(A Brand of Prime Lands Asia LLP)

Last Updated: 25/11/2025

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1. Introduction and Acceptance

This Delivery and Refunds Policy (“Policy”) governs the delivery, shipping, returns, refunds, and exchanges of products purchased through the Pawtrition India platform (“Platform”), operated by Prime Lands Asia LLP, registered under the Limited Liability Partnership Act, 2008, with registered office in Ghaziabad, Uttar Pradesh, India.

By placing an order on the Platform, you (“User”, “Customer”, “You”) irrevocably accept and agree to be bound by all terms of this Policy. This Policy must be read in conjunction with our Terms and Conditions and Privacy Policy.

This Policy complies with:

• The Consumer Protection Act, 2019 (https://indiacode.nic.in/handle/123456789/15361)

• The Legal Metrology (Packaged Commodities) Rules, 2011 (https://indiacode.nic.in/handle/123456789/2185)

• The Information Technology Act, 2000 (https://indiacode.nic.in/handle/123456789/1999)

• All applicable laws of the Republic of India

If you do not agree with any provision herein, you must not place any order on the Platform.

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2. Service Area and Delivery Coverage

2.1 Delivery Zones

Pawtrition India currently delivers to select areas within Ghaziabad, Uttar Pradesh, and surrounding regions. Delivery availability is subject to:

• Serviceability of the delivery address.

• Product availability and inventory status.

• Operational constraints and business decisions.

2.2 Address Verification

• Customers must provide accurate, complete, and deliverable addresses during checkout.

• Pawtrition India shall have no liability for failed, delayed, or incorrect deliveries resulting from incomplete, incorrect, or undeliverable addresses provided by the Customer.

• Address changes after order confirmation are not guaranteed and are subject to acceptance at the Company’s sole discretion.

2.3 Non-Serviceable Areas

Orders placed for non-serviceable areas will be cancelled at the Company’s discretion, and payment (if processed) will be refunded within 7-10 business days, subject to verification and processing by payment gateways.

Pawtrition India reserves the absolute right to refuse delivery to any address or area without providing reasons or incurring liability.

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3. Delivery Options and Timelines

Pawtrition India offers two delivery options:

3.1 Relaxed Delivery (Standard Delivery)

Dispatch Schedule:

• Orders are dispatched in three (3) batches per day.

• Dispatch times: 12:00 PM, 3:00 PM, and 6:00 PM IST.

How It Works:

• Orders placed before 12:00 PM will be dispatched in the 12:00 PM batch (subject to order acceptance and availability).

• Orders placed between 12:00 PM and 3:00 PM will be dispatched in the 3:00 PM batch (subject to order acceptance and availability).

• Orders placed between 3:00 PM and 6:00 PM will be dispatched in the 6:00 PM batch (subject to order acceptance and availability).

• Orders placed after 6:00 PM will be dispatched in the next available batch on the following day.

Delivery Timeline:

• Delivery timelines vary based on delivery location, traffic conditions, weather, and operational factors.

• Pawtrition India does not guarantee specific delivery times for Relaxed Delivery.

• Estimated delivery windows will be communicated at checkout or via email/SMS after dispatch, but are indicative only and not binding.

Availability:

• Relaxed Delivery is available seven days a week, including weekends and national holidays, subject to operational capacity.

3.2 Priority Shipping (Quick Delivery)

Dispatch Schedule:

• Priority Shipping is available from 9:00 AM to 9:00 PM IST, seven days a week, including weekends and national holidays.

• Orders placed during this window are dispatched within 60 minutes of order confirmation, subject to order acceptance, product availability, and operational capacity.

How It Works:

• Customers must select “Priority Shipping” at checkout.

• Priority Shipping is subject to additional charges (as displayed at checkout).

• Orders are dispatched within 60 minutes of order confirmation during the 9:00 AM to 9:00 PM IST window.

• Orders placed outside the 9:00 AM to 9:00 PM IST window will be dispatched at 9:00 AM on the next business day.

Dispatch Time Commitment:

• Pawtrition India commits only to the dispatch time (within 60 minutes during service hours) and does NOT guarantee or commit to any specific delivery timeline or delivery time.

• Actual delivery time depends on factors beyond the Company’s control, including traffic, weather, location, and third-party logistics performance.

Availability:

• Priority Shipping availability is subject to real-time product availability, delivery partner capacity, and operational constraints.

• Pawtrition India reserves the absolute right to refuse, cancel, or convert Priority Shipping orders to Relaxed Delivery without notice or liability, at its sole discretion.

3.3 No Guaranteed Delivery Time

IMPORTANT DISCLAIMER:

• Pawtrition India does NOT guarantee any specific delivery time for either Relaxed Delivery or Priority Shipping.

• Estimated delivery times are indicative only and are not binding commitments.

• Actual delivery times may vary due to factors beyond the Company’s control, including but not limited to:

  • Traffic congestion, road closures, or accidents.

  • Adverse weather conditions or natural disasters.

  • Public holidays, festivals, or government restrictions.

  • Delivery partner delays or failures.

  • Customer unavailability at delivery address.

  • Address issues (incomplete, incorrect, or undeliverable).

  • Force majeure events.

• Pawtrition India shall have absolutely no liability for any delay in delivery, regardless of cause.

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4. Order Processing and Acceptance

4.1 Order Confirmation

• Placement of an order does not constitute automatic acceptance by Pawtrition India.

• Orders are subject to acceptance, verification, and confirmation by the Company.

• Order confirmation will be communicated via email or SMS to the registered contact details.

4.2 Order Rejection and Cancellation by Company

Pawtrition India reserves the absolute, unconditional, and discretionary right to reject, cancel, or refuse any order for any reason or no reason, including but not limited to:

• Product unavailability or inventory issues.

• Pricing or system errors.

• Suspected fraud or unauthorized use.

• Non-serviceable delivery address.

• Non-compliance with Terms and Conditions or this Policy.

• Customer’s prior history of disputes, returns, or non-payment.

• Operational constraints or business decisions.

• Force majeure events.

In case of order cancellation by the Company:

• Payment (if processed) will be refunded within 7-10 business days to the original payment method, subject to verification and processing by payment gateways.

• Pawtrition India shall have no liability whatsoever for any loss, inconvenience, or damages arising from order cancellation.

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5. Delivery Process and Customer Responsibilities

5.1 Delivery Attempt

• Delivery partners will make one (1) delivery attempt to the address provided by the Customer.

• Customers must ensure availability at the delivery address during the estimated delivery window.

• Customers must provide accessible delivery locations. Pawtrition India is not responsible for failed deliveries due to locked premises, unavailable recipients, or inaccessible locations.

5.2 Failed Delivery Due to Customer Unavailability

If delivery fails due to Customer unavailability, incorrect address, or inaccessible location:

• The order may be returned to the Company’s facility.

• The Customer may be charged a re-delivery fee (as determined by the Company) for a second delivery attempt.

• Pawtrition India reserves the right to cancel the order and process a refund (minus applicable cancellation, restocking, or handling charges) at its sole discretion.

• Pawtrition India shall have no liability for failed deliveries due to Customer-related issues.

5.3 Inspection at Delivery

• Customers are advised to inspect the package at the time of delivery for any visible damage or discrepancies.

• If the package appears visibly damaged or tampered with, Customers may refuse to accept delivery and must immediately notify Pawtrition India at pawtritionindia@gmail.com with photographic evidence.

• Acceptance of delivery constitutes acknowledgment that the package was received in satisfactory condition.

• Claims for damaged or incorrect products after acceptance of delivery are subject to the Returns and Refunds provisions in Section 8 below.

5.4 Delivery Confirmation

• Delivery will be deemed complete upon:

  • Handover of the package to the Customer or any person present at the delivery address.

  • Customer’s signature or digital acknowledgment on the delivery partner’s device.

  • Photographic proof of delivery (if applicable).

• Pawtrition India shall not be liable for deliveries made to unauthorized persons at the delivery address. Customers are responsible for ensuring that only authorized persons accept delivery.

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6. Shipping Charges and Fees

6.1 Delivery Charges

• Delivery charges (if applicable) will be displayed at checkout and are subject to change without notice.

• Delivery charges depend on factors including delivery option selected, order value, delivery location, and promotional offers.

6.2 Free Delivery (if applicable)

• Free delivery may be offered for orders exceeding a minimum order value (as specified at checkout).

• Free delivery offers are subject to terms, conditions, and geographic restrictions, and may be withdrawn at any time without notice.

6.3 Priority Shipping Charges

• Priority Shipping is subject to additional charges, as displayed at checkout.

• Priority Shipping charges are non-refundable, even in case of order cancellation or failed delivery due to Customer-related issues.

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7. Order Tracking

7.1 Tracking Availability

• Customers may track their orders through the Pawtrition India mobile app or website (if tracking is available).

• Tracking information is indicative only and may not reflect real-time status due to third-party logistics dependencies.

7.2 No Liability for Tracking Errors

Pawtrition India shall have no liability for:

• Inaccurate, incomplete, or delayed tracking information.

• Failure of tracking systems or third-party tracking services.

• Any loss or inconvenience arising from reliance on tracking information.

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8. Returns, Refunds, and Exchanges

8.1 General Return Policy

IMPORTANT: Returns, refunds, and exchanges are NOT automatic rights. They are granted at the sole discretion of Pawtrition India and only in specific circumstances as outlined below.

Returns and refunds are allowed ONLY in the following cases:

• The product received is demonstrably defective, damaged, or not as described.

• The wrong product was delivered.

• The product is non-perishable and non-consumable (as defined in Section 8.2 below).

• The return request is made within the eligible timeframe and meets all conditions outlined in this Policy.

Pawtrition India reserves the absolute right to determine, at its sole discretion, whether a return request is valid and whether a refund or exchange will be granted.

8.2 Non-Returnable and Non-Refundable Products

The following products are strictly NON-RETURNABLE and NON-REFUNDABLE under any circumstances:

A. Perishable Products:

• Fresh pet food, refrigerated items, frozen items, or any products with limited shelf life.

• Products that require refrigeration or temperature-controlled storage.

B. Consumable Products:

• Opened or unsealed pet food, treats, supplements, or edible items.

• Any product that has been used, consumed, or partially consumed.

• Products with broken seals, tampered packaging, or missing labels.

C. Hygiene and Safety Products:

• Pet grooming products, shampoos, conditioners, or hygiene items that have been opened or used.

• Pet bedding, collars, leashes, or accessories that have been used or show signs of wear.

D. Customized or Personalized Products:

• Products that were customized, personalized, or made-to-order for the Customer.

E. Sale, Clearance, or Promotional Products:

• Products purchased during sales, clearance events, or promotional offers (unless explicitly stated otherwise).

F. Products Without Original Packaging:

• Products returned without original packaging, labels, tags, or invoice.

Returns of the above categories will be rejected, and no refund or exchange will be provided, regardless of the reason.

8.3 Eligible Return Conditions

For products that are non-perishable and non-consumable, returns may be considered ONLY if ALL of the following conditions are met:

A. Timeframe:

• Return request must be raised within 48 hours of delivery by contacting pawtritionindia@gmail.com.

• Late requests will not be entertained under any circumstances.

B. Condition of Product:

• Product must be unused, unopened, and in original condition.

• Product must be in original packaging with all labels, tags, seals, and accessories intact.

• Product must not show any signs of use, damage, or tampering.

C. Proof of Issue:

• Customer must provide clear photographic evidence (images or videos) demonstrating the defect, damage, or discrepancy.

• Photographic evidence must include:

  • Overall view of the product and packaging.

  • Close-up view of the alleged defect or damage.

  • Product labels, batch numbers, and invoice.

• Pawtrition India reserves the right to request additional evidence or documentation at any time.

D. Invoice and Order Details:

• Customer must provide the original order number, invoice, and purchase details.

E. Company Verification and Approval:

• All return requests are subject to verification and approval by Pawtrition India.

• The Company may conduct physical inspection of the returned product.

• The Company’s decision on whether a return is valid is final and binding. No disputes will be entertained.

8.4 Return Process

If a return request is deemed valid and approved by Pawtrition India:

Step 1: Approval Notification

• Customer will receive email confirmation of return approval from pawtritionindia@gmail.com.

Step 2: Return Shipping Arrangement

• Customer is solely responsible for arranging and paying for return shipping.

• Return shipping charges are borne entirely by the Customer and are non-refundable.

• Customer must securely package the product to prevent damage during transit.

• Customer must use a reputable courier service with tracking capability.

• Customer must share the return tracking details with Pawtrition India at pawtritionindia@gmail.com.

Step 3: Return Inspection

• Upon receipt of the returned product, Pawtrition India will conduct a thorough inspection to verify:

  • Product condition (unused, unopened, original packaging).

  • Consistency with the return request and photographic evidence provided.

  • Absence of tampering or misuse.

Step 4: Refund or Exchange Decision

• If the returned product passes inspection, Pawtrition India may, at its sole discretion:

  • Issue a refund to the original payment method (minus return shipping charges, restocking fees, or handling charges, if applicable).

  • Offer a replacement product (subject to availability).

  • Issue store credit for future purchases.

• If the returned product fails inspection or does not meet return conditions, the return will be rejected, and no refund or exchange will be provided.

• Rejected returns may be returned to the Customer at the Customer’s expense, or disposed of at the Company’s discretion.

Step 5: Refund Processing

• Approved refunds will be processed within 7-10 business days after successful inspection, subject to payment gateway processing times.

• Refunds will be credited to the original payment method used for the purchase.

• Pawtrition India shall have no control over the speed of refund processing by banks or payment gateways and shall have no liability for delays.

8.5 Exchanges

• Exchanges are granted only at the sole discretion of Pawtrition India and are subject to product availability.

• Exchanges are processed only for defective or incorrect products (as verified by the Company).

• Exchange shipping charges are borne by the Customer.

• Pawtrition India reserves the right to refuse any exchange request without providing reasons.

8.6 No Cash Refunds

• Refunds are processed only to the original payment method (credit/debit card, UPI, net banking, wallet, etc.).

• Cash refunds are NOT provided under any circumstances.

8.7 Restocking and Handling Fees

• Pawtrition India reserves the right to deduct restocking fees, handling charges, or administrative costs from refunds, at its sole discretion.

• Restocking fees may be up to 20% of the product value or as determined by the Company.

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9. Cancellations by Customer

9.1 Cancellation Before Dispatch

• Customers may request order cancellation before dispatch by contacting pawtritionindia@gmail.com.

• Cancellation requests are subject to acceptance by the Company.

• If the order has already been dispatched, cancellation requests will not be entertained.

9.2 Cancellation After Dispatch

• Orders cannot be cancelled once dispatched.

• Customers may refuse delivery or follow the return process outlined in Section 8, subject to all applicable conditions and charges.

9.3 Refunds for Cancelled Orders

• Refunds for successfully cancelled orders will be processed within 7-10 business days to the original payment method.

• Pawtrition India reserves the right to deduct cancellation charges, processing fees, or payment gateway charges from the refund amount.

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10. Damaged, Defective, or Incorrect Products

10.1 Reporting Issues

• Customers must report any damaged, defective, or incorrect products within 48 hours of delivery by emailing pawtritionindia@gmail.com with:

  • Order number and invoice.

  • Detailed description of the issue.

  • Clear photographic or video evidence.

10.2 Company Verification

• All claims are subject to verification and investigation by Pawtrition India.

• The Company may request additional evidence, conduct physical inspection, or reject the claim if deemed invalid or fraudulent.

10.3 Resolution

• If the claim is verified and approved, Pawtrition India may, at its sole discretion:

  • Provide a replacement product (subject to availability).

  • Issue a refund (subject to return process and inspection).

  • Offer store credit.

• Pawtrition India’s decision is final and binding. No disputes will be entertained.

10.4 No Liability for Minor Variations

• Pawtrition India shall have no liability for minor variations in product appearance, color, size, packaging, or labeling that do not affect product quality or functionality.

• Such variations are not considered defects and are not grounds for return or refund.

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11. Force Majeure and Delivery Delays

11.1 Force Majeure Events

Pawtrition India shall not be held responsible, and Customers expressly waive all claims, for any delay, failure, or non-fulfillment of delivery arising from circumstances beyond the Company’s reasonable control, including but not limited to:

• Natural disasters, earthquakes, floods, storms, or adverse weather conditions.

• Pandemics, epidemics, or health crises.

• Government orders, lockdowns, curfews, or regulatory restrictions.

• Traffic congestion, road closures, or accidents.

• Labor strikes, work stoppages, or industrial action.

• Cyber-attacks, hacking, or IT failures.

• Supply chain disruptions or carrier failures.

• War, terrorism, or civil unrest.

• Any other event beyond the Company’s reasonable foresight or control.

11.2 Suspension of Obligations

• During force majeure events, all delivery obligations are suspended.

• Customers shall have no right to cancel orders, claim damages, seek refunds, or demand compensation for delays caused by force majeure events.

11.3 No Notification Obligation

Pawtrition India shall have no obligation to notify Customers of force majeure events or pursue alternative remedies.

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12. Limitation of Liability and Disclaimer

12.1 General Disclaimer

TO THE FULLEST EXTENT PERMITTED UNDER APPLICABLE INDIAN LAW:

Pawtrition India shall NOT be liable for:

• Any delay, failure, or non-delivery of products for any reason.

• Any loss, damage, or inconvenience arising from delivery delays or failures.

• Any loss arising from Customer unavailability, incorrect addresses, or inaccessible delivery locations.

• Any loss arising from third-party logistics partners, delivery personnel, or carriers.

• Any reliance on estimated delivery times or tracking information.

• Any harm, spoilage, or deterioration of products after delivery.

• Any failure to inspect products at the time of delivery.

• Any loss arising from rejected return requests.

• Any delays in refund processing by banks or payment gateways.

12.2 No Warranty on Delivery Timelines

Pawtrition India makes no warranty, representation, or guarantee regarding delivery timelines, dispatch times, or product availability.

12.3 Cap on Liability

Pawtrition India’s aggregate liability for any claim arising under this Policy shall not exceed the amount paid by the Customer for the specific product in dispute, and in no event shall exceed INR 1,000 (One Thousand Indian Rupees).

12.4 Indemnification by Customer

Customers shall indemnify, defend, and hold harmless Prime Lands Asia LLP, its affiliates, officers, directors, employees, and agents from and against all claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Customer’s breach of this Policy.

• Customer’s provision of incorrect or incomplete information.

• Customer’s refusal to accept delivery or failure to be available.

• Fraudulent or abusive return requests.

• Any dispute with delivery partners or third parties.

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13. Governing Law and Jurisdiction

13.1 Governing Law

This Delivery and Refunds Policy shall be governed by and construed exclusively in accordance with the laws of the Republic of India.

Applicable statutes include:

• The Consumer Protection Act, 2019

• The Legal Metrology (Packaged Commodities) Rules, 2011

• The Indian Contract Act, 1872

• The Information Technology Act, 2000

• All applicable laws of Uttar Pradesh State

13.2 Exclusive Jurisdiction

Any dispute arising from or related to this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Ghaziabad, Uttar Pradesh, India.

Customers irrevocably consent to such jurisdiction and waive any objection to venue or claim of inconvenient forum.

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14. Policy Updates and Amendments

• Pawtrition India reserves the absolute right to amend, modify, or revise this Policy at any time without notice.

• Amended Policy shall be effective immediately upon posting on the Platform.

• Continued use of the Platform or placement of orders after amendments constitutes binding acceptance of the revised Policy.

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15. Contact Information

For delivery-related inquiries, return requests, or grievances, please contact:

Prime Lands Asia LLP — Pawtrition India
Registered Office: Ghaziabad, Uttar Pradesh, India
Email: pawtritionindia@gmail.com
Phone: +91-XXXXXXXXXX
Website: www.pawtritionindia.com

Support Hours: 9:00 AM to 9:00 PM IST, Seven Days a Week, Including Weekends and National Holidays

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16. Acknowledgment and Acceptance

BY PLACING AN ORDER ON THE PLATFORM, YOU ACKNOWLEDGE AND AGREE THAT:

1. You have read, understood, and agree to be bound by this Delivery and Refunds Policy in its entirety.

2. You accept that delivery timelines are indicative only and not guaranteed.

3. You accept that returns and refunds are granted solely at Pawtrition India’s discretion.

4. You accept responsibility for return shipping charges and all associated costs.

5. You acknowledge that perishable and consumable products are non-returnable and non-refundable.

6. You waive all claims against Pawtrition India for delivery delays, failed deliveries, or rejected returns.

7. You accept exclusive jurisdiction of courts in Ghaziabad, Uttar Pradesh, and consent to be bound by Indian law.

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© 2025 Prime Lands Asia LLP. All Rights Reserved. Pawtrition India is a registered brand of Prime Lands Asia LLP.

Last Updated: 25/11/2025