Terms & Conditions

Prices & Payments: 

All prices are quoted in INR and, where appropriate, are inclusive of tax (GST) but exclusive of delivery charges.

Delivery charges are applied once you reach checkout stage. Please read below for detailed shipping and delivery costs.

Prices, offers, and products are subject to availability and may change before (but not after) we accept your order.

If a product becomes unavailable we may offer you an alternative or suggest that you visit our store or issue you a credit note, as the case may be.

There may be a possibility that the prices payable and promotions offered in respect of goods advertised on the website may differ from those prices and promotions offered at the same time at our store.

We are under no obligation to honor any in-store price or promotion in the event that they differ from those on the website. Similarly, our store is under no obligation to honor any website price or promotion in the event that they differ from that in-store.

If you wish to avail a certain promotional offer, we are more than happy to assist you to make your purchase in-store or on our website, whichever the case may be.

We endeavor to ensure that all pricing information on the website is accurate, however, occasionally an error may occur and products may be incorrectly priced.

If we discover a pricing error after you have made a purchase, we will contact you and ask you whether you wish to cancel your order or continue with the order at the correct price.

In certain situations, we may also have to notify you that we have canceled your order. We will not be obliged to supply goods at the incorrect price. However, in case we cancel your order, or you choose not to continue with the purchase at the correct price, we will refund your entire amount back to your charged card. Prices that are reduced for sales and promotions are only valid for the specified period.

 

DELIVERY & RETURNS INFORMATION

Goods – Items offered for purchase/sale on our website

We/Us/Our – PoochMate, F-313/C, Lado Sarai,  New Delhi - 110030 | You – The buyer of the goods.

Delivery:

Your order will be delivered by us at your doorstep and will require a signature on delivery. Our store and warehouse is based in Delhi.

  1. We work on a sustainable made to order model to avoid factory waste. Most of our products are made to order and are dispatched between 2-3 working days.
  2. For beds, travel beds and some other made to order items, dispatch will be done in 3-5 working days.
  3. Small packages are air shipped via Bluedart or Delhivery and delivered within 24-48 hours across India.
  4. Large boxes including beds, travel beds and similar products are shipped via surface courier through BlueDart or Delhivery. Please allow upto 5-7 days for delivery.
  5. If your address falls in an "Out of delivery" area for most of our courier partners, additional charges may be applicable. In such cases, even for surface couriers, we will contact you for the charges before dispatch.
  6. The cost of delivery will be added to your order total before payment is taken. Our standard delivery charge Rs. 150 per order. We offer free shipping on orders above Rs. 5000.
  7. If your address falls in an "Out of delivery" area for most of our courier partners, additional charges may be applicable. In such cases, even for surface couriers, we will contact you for the charges before dispatch.
  8. The cost of delivery will be added to your order total before payment is taken. Our standard delivery charge Rs. 120 per order. We offer free shipping on orders above Rs. 5000.

  9. For any urgent air shipped couriers for beds that are usually shipped via surface, our courier partners charge the following rates for air shipping large boxes :

  • Small beds & Travel beds (packages weighing upto 12 kgs on volumetric weight) : Rs 2000- 2500
  • Medium & large beds & travel beds (packages weighing between 13-25 kgs on volumetric weight ) Rs 3000-3500.

Please do note, some states in India charge Octroi or other government charges on orders coming from outside of that state, in such cases, the charges need to be borne by the buyer at the time of delivery. The courier company will collect the Octroi amount from you at the time of delivery.

Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 5 days.

If we are unable to perform the whole or part of the order due to any cause or event beyond our control we may by notice in writing to you, cancel or suspend the order in whole or in part without liability.

We may deliver separately the goods that make up your order. Where we do so, you will only incur one delivery charge.

EXCHANGES AND RETURNS.

We take every step to ensure all information needed for you to make an informed purchase is available on our website, however, in case you feel you need additional information before making a purchase for any of our products, please do not hesitate in contacting us.

recommend you measure your pet before making any purchases that need body measurements to be exact. Please refer to our Size Guide to take the right decision in regards to size.

If you have any questions, please feel free to contact us at contactus@poochmate.com or chat with us on the webchat option.

To maintain hygiene for all our products, we will not be able to accept returns and exchanges on certain items including toys, diners, beds and, custom orders.

Items on Sale/Discounts are NOT eligible for exchange or return.

If there is a problem or concern with your purchase, and you wish to exchange the product purchased,

- Please email us within 3 days of receiving the product on contactus@poochmate.com.

- Please mention your Order ID number. We will send you an acknowledgement email.

- Please send back the item to be exchanged within 10 days of receipt of our email. Customers are responsible for sending us the approved product to be exchanged. We will not bear the courier charges for the same.

- We apologize but we cannot accept returns for items that are not received by us within 10 days of receipt of the exchange identification number by the recipients under any circumstances.

- Once we receive the item back, we will send you an acknowledgement via email, and subsequently call you to discuss the items you wish to take in lieu of the returned product/s.

Please do note: We do not give monetary refunds, and exchanges are in the form of product/size exchanges only.

Items eligible for exchange need to be in their original condition:  brand new, unused/unworn, with all tags and packaging attached, free of odors or stains, pet hair, unwashed and in resell-able condition.

As stated above, we will NOT accept returns or exchanges for the following items (unless received damaged, for which an email within 3 days of delivery with images must be shared) : 
  • Edible and perishable items like treats, bakery items, wellness products, shampoos etc
  • Beds, Bed Covers, Blankets & mats
  • Toys
  • Items purchased during sales or discounted items
Returns and exchanges will also not be accepted in the following circumstances:
  • If request is initiated after 3 business days of order delivery
  • Product is used or altered
  • Product is damaged due to misuse/overuse by the customer
  • Returned without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged

Please read the full policy here.

Eligibility Use of this website is available only to persons who can form legally binding contracts under Indian Contract Act, 1872. Persons who are "incompetent to contract" within the meaning of the Indian Contract Act, 1872 including minors, un-discharged insolvents etc. are not eligible to use this Website.

If you are a minor i.e. under the age of 18 years, you shall not purchase any items on the Website. As a minor, if you wish to purchase an item on the Website, such a purchase may be made by your legal guardian or parents.

If you are a business entity, you represent that you are duly authorized by the business entity to accept these terms and conditions and you have the authority to bind that business entity to these terms and conditions.