We want customers to choose confidently. This policy applies in addition to any rights that cannot lawfully be excluded.
Return or exchange window
An eligible return or exchange request must be submitted within 7 calendar days of delivery.
Eligibility conditions
To qualify, the product must be unused, unwashed and undamaged, with original tags, accessories and packaging. Pet apparel may be tried briefly for fit, but it must be returned without pet hair, odour, stains, scratches or other signs of use.
Size exchange or change of mind
- Size exchanges are subject to stock availability.
- For a size issue, colour preference or change-of-mind return, the customer is responsible for securely sending the product back unless Shop Canine confirms a different arrangement.
- Original delivery charges and customer-paid return shipping are normally non-refundable for change-of-mind or size-related requests.
- Any replacement dispatch charge will be communicated before the exchange is processed.
Wrong, damaged or defective item
Report an incorrect, damaged or defective product within 48 hours of delivery with the order number, clear photographs and an unboxing video when available. After verification, Shop Canine will arrange an appropriate replacement, exchange or refund without charging the customer for return shipping.
Non-returnable items
- Personalised, customised or made-to-order products, unless defective or incorrect.
- Products marked final sale or non-returnable on the product page.
- Used, washed, altered or customer-damaged products.
- Products with missing tags, accessories or substantial original packaging.
- Products carrying pet hair, odour, stains or hygiene concerns.
- Opened food, treats, grooming, hygiene or consumable products, unless defective or incorrect.
How to request a return
- Contact Shop Canine by WhatsApp, phone or email with the order number and reason.
- Wait for approval and return instructions before sending the item.
- Pack the item securely. Shop Canine is not responsible for damage caused by inadequate customer return packaging.
Inspection and refunds
- Returned products are inspected after receipt.
- An approved refund is initiated within 5–7 business days after inspection.
- Prepaid-order refunds are sent to the original payment method where possible.
- Cash-on-delivery refunds may be processed by bank transfer or UPI after the customer provides correct details.
- Banks and payment providers may take additional time to reflect an initiated refund.
Customer care and grievance contact
Grievance Officer: Customer Care Manager, Shop Canine
Email: groomcanine@gmail.com
Phone/WhatsApp: +91 93156 50983
Address: Shop No. 42, Paras Trinity Complex, Sector 63, Gurugram, Haryana 122011
We aim to acknowledge customer complaints within 48 hours and work toward resolution within 30 days, depending on the nature of the matter.
Last updated: 26 July 2026