Refund policy

Return, Refund, Exchange & Cancellation Policy

At WAGR, we want every pet parent to have a smooth, transparent, and trustworthy shopping experience. This Return, Refund, Exchange & Cancellation Policy explains how cancellations, returns, exchanges, replacements, and refunds work for products purchased through www.wagr.in.

By placing an order on WAGR, you agree to the terms mentioned below.

1. Order Cancellation

Customer-Initiated Cancellation

You may cancel your order before it has been packed, processed, or dispatched.

To request cancellation, please contact us at:

Email: support@wagr.in
WhatsApp/Phone: 8879291919

Once the order has been dispatched, cancellation may not be possible.

WAGR-Initiated Cancellation

WAGR reserves the right to cancel an order in certain cases, including but not limited to:

  • Product unavailability
  • Pricing or listing error
  • Payment issue
  • Delivery location not serviceable
  • Suspected misuse, bulk ordering, or non-personal consumption
  • Vendor or logistics-related constraints

In such cases, the customer will be informed, and any eligible amount paid will be refunded.

2. Return & Exchange Eligibility

Return or exchange requests must be raised within 7 days of delivery, unless mentioned otherwise on the product page.

To be eligible for return or exchange, the product must be:

  • Unused and unopened
  • In original packaging
  • With all tags, labels, seals, manuals, accessories, and invoice intact
  • In the same condition as received

WAGR may request photos or videos of the product, packaging, invoice, or damage before approving the return or exchange.

3. Products Not Eligible for Return or Exchange

Due to hygiene, safety, consumable nature, and pet health considerations, returns or exchanges will not be accepted for the following categories unless the product is received damaged, expired, spoiled, defective, or incorrect:

  • Pet food
  • Treats and chews
  • Supplements and wellness products
  • Medicines or health-related products
  • Grooming products and grooming supplies
  • Cat litter
  • Bowls and feeders
  • Toys
  • Beds, mats, crates, carriers, and travel supplies
  • Hygiene products such as diapers, pads, wipes, sprays, and cleaning products
  • Personalized or made-to-order products
  • Products purchased during clearance sale, final sale, or special promotions, unless defective or incorrect

Product pages may mention whether a specific product is returnable or non-returnable. The product page eligibility will apply along with this policy.

4. Damaged, Defective, Expired, Spoiled, or Wrong Product

Please inspect your order immediately after delivery.

If you receive a damaged, defective, expired, spoiled, leaking, missing, or incorrect product, please contact WAGR within 48 hours of delivery with:

  • Order ID
  • Clear photos/videos of the product
  • Photos of outer packaging
  • Photos of invoice/shipping label
  • Description of the issue

Once verified, WAGR may offer one of the following:

  • Replacement
  • Exchange
  • Refund
  • Store credit

For consumable products such as food, treats, supplements, and litter, claims raised after the inspection window may not be accepted.

5. Combo Products, Bundles & Multi-Pack Orders

For combo products, bundles, or multi-pack orders, partial returns may not be accepted unless approved by WAGR.

For example, if a combo contains multiple units and one or more units have been opened, used, or consumed, the full combo may not be eligible for return.

Unopened units from a partially used combo may also not be eligible for return, unless the issue is due to damage, expiry, spoilage, or wrong product received.

6. Return Pickup & Shipping Cost

If the return is approved due to WAGR/vendor error, damaged product, defective product, expired product, or wrong item delivered, WAGR will arrange return pickup wherever possible.

In case reverse pickup is not available for your pincode, the customer may be requested to self-ship the product. If the claim is approved, eligible return shipping charges may be reimbursed after submission of a valid courier receipt.

If a return is requested for any other approved reason, return shipping charges may be borne by the customer.

7. Refund Process

Once the returned product is received and inspected, WAGR will notify you whether the refund has been approved.

If approved, the refund will be processed to the original payment method or as store credit, depending on the order type and payment mode.

Refunds are usually processed within 7 working days from the date of approval. The final credit timeline may vary depending on the bank, payment gateway, or payment provider.

For Cash on Delivery orders, refunds may be processed through bank transfer, UPI, or store credit.

8. Replacement & Exchange

Replacement or exchange may be provided for:

  • Wrong product delivered
  • Damaged product delivered
  • Defective product delivered
  • Expired or spoiled product delivered
  • Size-related exchange, only where the product page allows exchange

Replacement is subject to product availability. If the same product is unavailable, WAGR may offer a refund or store credit.

9. Lost or Undelivered Orders

If your order is not delivered within the estimated delivery timeline, please contact WAGR support with your Order ID.

If the shipment is confirmed lost by the courier partner, WAGR may offer:

  • Re-dispatch of the same product, subject to availability
  • Refund
  • Store credit

10. Non-Acceptance of Returns

Returns may not be accepted in the following cases:

  • Request raised after the allowed return window
  • Product is opened, used, altered, damaged, or missing parts
  • Original packaging, seal, tags, labels, invoice, or accessories are missing
  • Product is damaged due to misuse, mishandling, or improper storage by the customer
  • Product belongs to a non-returnable category
  • Return is sent without approval from WAGR
  • Product received by WAGR does not match the return request

If an ineligible product is sent back to WAGR, the product may be returned to the customer, and additional shipping charges may apply.

11. Service Listings, TOTO & Pet Guidance

WAGR may provide pet parenting content, discovery listings, AI-based assistance, and general guidance through its platform.

Unless explicitly mentioned and paid for on the platform, such guidance, discovery, or AI assistance is not treated as a paid veterinary consultation or medical service.

Refunds for any future paid services, bookings, or consultations, if introduced, will be governed by the specific cancellation and refund terms shown at the time of booking.

12. Contact Information

For any cancellation, return, exchange, replacement, refund, or delivery-related concern, please contact:

WAGR Customer Support
Email: support@wagr.in
WhatsApp/Phone: 8879291919
Website: www.wagr.in

Please include your Order ID and registered contact details for faster resolution.