Refund policy
We do not take returns (hence, no refund) but we offer exchanges.
Exchange Policy
Our exchange policy is hassle-free and simple. You can request a size exchange within 10 days from delivery.
To initiate an exchange, please drop us an email with your order number at support@purplewhale.in or ping us on Whatsapp (+91) - 8520964242
We offer return pick-up (for most locations) for a pickup charge of ₹149, unless it is non-serviceable by our logistics partners. For non-serviceable areas, we will request you to kindly send your shipments to us.
Also, return pickups typically take 10-15 days to reach us. We can only process the exchange after we have received the return shipment.
The terms of exchange are as follows:
- Only size exchange is available
- You can request for exchange only once
- If the product is damaged or used, it is not possible for us to accept an exchange request. Please make sure that you use the product indoors. Also, if you are trying our shoes to check for size, please clean your pup's paws before you put the shoes on
- Products that are sold in packs cannot be exchanged as individual items
- We ask that you preserve the product in its original condition with packaging
- Delivery charges are not refundable under the exchange
Cancellation Policy
In case you would like to cancel the order, it is possible anytime before the order is dispatched. You may email us at support@purplewhale.in to initiate cancellation. Cancellation charges of ₹99 would be deducted and the remaining amount would be credited back to you. We deduct this amount as we have to pay the payment gateway and e-commerce platform a % of the transaction even if the order gets cancelled.
While most of the products available on the website www.purplewhale.in (“Platform”) can be exchanged, subject to the terms of this exchange policy (“Policy”), please check the details of the product, before placing an order, to check if the product is eligible for an exchange or not.
We have a 10-day exchange policy, which means you have 10 days after receiving your item to request an exchange.
To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase (digital or physical).
Exchanges of products in the following categories will not be accepted (unless received damaged or spoilt):
- Food and treats
- Bedding, Mats & Travel Supplies
- Cat Litter and Dog Litter
- Health and wellness products
- Grooming & grooming supplies
- Bowls & Feeders
- Toys
The Platform retains the right to cancel any order placed by you, at its sole discretion and shall intimate you of the same by way of an email. Further, the Platform may cancel an order wherein the quantities exceed the standard for individual consumption or the Platform has reason to believe or suspect that such an order is not placed by a consumer for personal use.
You can always contact us for any exchange or cancellation related question at support@purplewhale.in
Damages and issues
Please inspect your order upon reception and contact us immediately but no later than 10 (ten) days if the item is defective, damaged or if you receive the wrong item, or if your item is lost in transit, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unopened units in a combo product (ex: If a product comprises 5 packets and out of it, 4 packets are unopened, then an exchange request for such 4 packets will not be accepted)
Product pages outline whether that product is exchangeable or not.
Certain types of items cannot be exchanged, ex: custom products (such as special orders or personalized items). Please get in touch with us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept exchanges on sale items or gift cards.
In the event you place an exchange request for any product purchased by you, we will notify you once we’ve received and inspected the product returned by you, and let you know if the exchange has been approved or not. If approved, you’ll be automatically sent the relevant requested product to you.
In the event of cancellation of an order, any amount paid by you with respect to such transaction shall be refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
