PAYMENT, RETURN & REFUND POLICY

At Spoofy.in, we are committed to ensuring a smooth and satisfactory shopping experience for pet parents. This Payment, Return & Refund Policy explains the terms and conditions under which payments, returns, replacements, and refunds are processed for products purchased from www.spoofy.in (the "Website"), operated by SPOOFY INDIA LLP.

This policy is designed keeping in mind the nature of pet products and services and is compliant with applicable Indian consumer protection laws.

1. SCOPE OF THE POLICY

This policy applies to all products purchased directly from Spoofy.in. By placing an order, you agree to the terms outlined herein. Return eligibility may vary depending on the type and category of the product.

2. GENERAL RETURN & REFUND CONDITIONS (APPLICABLE TO ALL PRODUCTS)

To be eligible for a return, replacement, or exchange, the following conditions must be met:

●      Proof of Purchase: Original order confirmation or invoice must be provided.

●      Time Frame: Return requests must be raised within 7 days from the date of delivery, unless otherwise specified.

●      Condition: Products must be unused, unwashed, and in the same condition as received, with original packaging, tags, accessories, and manuals intact.

3. PRODUCT-SPECIFIC RETURN & REFUND GUIDELINES

A. Pet Accessories (Toys, Leashes, Collars, Beds, Bowls)

●      Return Window: 7 days

●      Eligible If: Unused, undamaged, in original packaging with tags

●      Not Eligible: Items damaged due to pet use (chewed, scratched, torn)

B. Pet Food & Treats (Dry/Wet)

●      Return Window: 2 days

●      Eligible If: Unopened, sealed, and within expiry date

●      Not Eligible: Opened or used food items due to health and hygiene reasons

C. Grooming Products (Shampoos, Wipes, Brushes)

●      Return Window: 7 days

●      Eligible If: Unopened and sealed

●      Not Eligible: Opened or used grooming products

D. Pet Health Products (Supplements, Anti-tick, Wellness Products)

●      Return Window: 7 days

●      Eligible If: Unopened, sealed, and not expired

●      Not Eligible: Opened or partially used products

4. CASES ELIGIBLE FOR REFUND OR REPLACEMENT

Refunds or replacements will be processed only in the following cases:

●      Damaged Product: Physical damage reported with photo/video proof within 24 hours of delivery

●      Defective Product: Manufacturing defect or malfunction upon delivery (subject to inspection)

●      Incorrect Item Shipped: Wrong size, colour, or product delivered

●      Expired Product: Food or health product past expiry or with less than 30 days shelf life remaining (must be reported immediately)

●      Order Cancellation: Pre-paid orders cancelled before dispatch

5. RETURN & REFUND PROCESS

A. Initiating a Return

To initiate a return request, contact Spoofy.in Customer Support within the applicable return window:

●      Email: solutions@spoofy.in

●      Phone: +91-8826611289

Please provide the Order ID, product details, reason for return, and clear photographs or an unboxing video (where applicable).

Upon review, a Return Authorization (RA) and further instructions will be shared.

B. Reverse Pickup

●      Free Reverse Pickup: Available for returns due to Spoofy’s error (damaged, defective, or incorrect product).

●      Self-Shipping: If reverse pickup is not available or the return is due to change of mind, the customer may be required to self-ship the product. Return shipping costs in such cases are non-refundable.

C. Inspection & Approval

●      Returned products undergo a quality check upon receipt.

●      Inspection typically takes 2–3 business days.

●      If the product does not meet eligibility criteria, the return request may be rejected and the product will be sent back at the customer’s cost.

6. REFUND METHOD & TIMELINES

Once a return is approved, refunds will be processed as follows:

●      Online Payments (Cards / Net Banking / UPI): Refunded to the original payment method within 7–10 business days

●      Cash on Delivery (COD): Refunded via bank transfer (NEFT/IMPS) or UPI within 5–7 business days (bank details required)

●      Store Credit / Gift Card: Issued to the Spoofy.in account within 2–3 business days

Refund timelines may vary depending on banking partners.

7. ORDER CANCELLATION POLICY

A. Cancellation by Customer

●      Before Shipment: Orders may be cancelled for a full refund before dispatch.

●      After Shipment: Orders cannot be cancelled once shipped. Customers may initiate a return after delivery as per this policy.

B. Cancellation by Spoofy.in

Spoofy reserves the right to cancel orders due to reasons including but not limited to:

●      Product unavailability

●      Pricing or listing errors

●      Delivery service limitations

In such cases, pre-paid orders will be refunded to the original payment method within 2–3 business days.

8. CUSTOMER GRIEVANCE REDRESSAL

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, customers may contact the Grievance Officer for unresolved issues:

Email: solutions@spoofy.in

Phone: +91-8826611289

All complaints will be acknowledged within 48 hours and resolved within one (1) month from the date of receipt.

This policy should be read in conjunction with our Terms & Conditions and Shipping Policy available on the Website.