Last updated: August 2026
This Cancellation & Refund Policy explains how you can cancel an order, return an item, and receive a refund from HempyTails. We want you and your pet to be happy with every purchase — if something isn’t right, talk to us and we’ll do our best to make it right, fairly and quickly.
Our approach
If a product arrives damaged, defective, or is not what you ordered, we’ll arrange a replacement, exchange or refund. For hygiene and safety reasons, some pet products cannot be returned once opened (see below) — this protects every customer and their pets.
Eligibility for returns
To be eligible, please tell us within 7 days of delivery, with your order number and a photo of the item. The product should be:
- Unused, unopened, and in its original packaging (unless it arrived damaged or defective), and
- Accompanied by proof of purchase (order number or receipt).
Items that cannot be returned
For health, hygiene and safety reasons, the following are not eligible for return or refund unless they arrived damaged or defective:
- Opened or used pet food, treats, and any perishable items
- Prescription medicines and prescription/therapeutic diets
- Opened or used grooming, hygiene, and health products
- Litter, and opened supplements
- Made-to-order, personalised, or clearance/sale items
How to request a return
Message us on WhatsApp with your order number, the item, the reason, and a photo:
- +91 98805 27606 (Indiranagar) — orders & products
- +91 98805 95707 (Old Airport Road) — vet & pharmacy
We’ll confirm whether your item is eligible and guide you through pickup or drop-off at either store.
Refunds
Once we receive and inspect the returned item (or verify a damaged/defective claim), we’ll process your refund to the original payment method via Razorpay. Refunds are typically completed within 5–7 business days, though the time to reflect in your account depends on your bank or card issuer.
Exchanges
Prefer an exchange? Where the item is eligible and stock allows, we’re happy to exchange it for the correct size, variant, or an alternative product of equal value.
Damaged, defective or wrong items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos. We’ll arrange a replacement or refund at no extra cost to you.
Order cancellations
You can cancel an order before it has been dispatched — just WhatsApp us as soon as possible. Once an order is out for delivery or shipped, the returns process above applies.
Contact us
WhatsApp +91 98805 27606 or +91 98805 95707, or visit either store, open daily 10 AM – 10 PM. We’re here to help.