Effective: 1 June 2025 | Subject to: Indian Consumer Protection Act, 2019
1. The 72-Hour Health Guarantee Refund
This is our most important refund provision. If your puppy is diagnosed by a registered veterinarian with a pre-existing congenital health condition within 72 hours of delivery, you are entitled to:
- Option A: A full refund of all amounts paid (puppy price across all 3 stages), provided the puppy is returned to us in the same health condition as delivered and within 7 days of the veterinary diagnosis. Return transport cost is at the buyer’s expense.
- Option B: A replacement puppy of equivalent value from our next available suitable litter, at no additional cost. If no equivalent puppy is available within 90 days, we will refund in full.
To claim the 72-hour health guarantee:
- Visit a registered veterinarian within 72 hours of delivery
- Obtain a written report specifying the pre-existing condition
- Email the report to refunds@poodledoodlepuppies.com within 72 hours of the veterinary visit
- We will respond within 48 hours to confirm the claim and provide next steps
2. Buyer Cancellation — Before Dispatch
2.1 Cancellation within 48 Hours of Booking Confirmation
If you cancel your booking within 48 hours of receiving your booking confirmation, and the puppy has not yet been dispatched, you are entitled to a full refund of the 50{80418c344c9ee7777cacd1055b0f5edb6b93d7f634bb401dd52f794214bbdd78} deposit, minus the Razorpay payment processing fee (2{80418c344c9ee7777cacd1055b0f5edb6b93d7f634bb401dd52f794214bbdd78}). This is our “change of mind” cooling-off period.
To cancel within 48 hours: Email cancellations@poodledoodlepuppies.com with your order number. We will process the refund within 5 to 7 working days.
2.2 Cancellation After 48 Hours — Before Dispatch
If you cancel more than 48 hours after booking confirmation but before the puppy has been dispatched:
- The 50{80418c344c9ee7777cacd1055b0f5edb6b93d7f634bb401dd52f794214bbdd78} booking deposit is non-refundable. This compensates us for the puppy having been held exclusively for you and potentially declined to other interested buyers.
- Any Stage 2 payment (20{80418c344c9ee7777cacd1055b0f5edb6b93d7f634bb401dd52f794214bbdd78} + transport) already made will be refunded in full, minus the Razorpay processing fee.
We understand that circumstances change. If you are cancelling due to a documented emergency (serious illness, bereavement, or force majeure event), please contact us directly. We will consider partial credit towards a future booking at our discretion.
2.3 No-Show or Non-Payment
If you fail to make the Stage 2 (pre-ship) payment within 14 days of our request, your booking will lapse. The Stage 1 deposit is forfeited. The puppy will be re-listed for sale. No further obligation exists on either side.
3. Buyer Cancellation — After Dispatch
Once a puppy has been dispatched with an escort assigned:
- Cancellations cannot be accepted for the puppy itself — the animal is in transit and the welfare of the puppy must be prioritised
- If you are unable to receive the puppy for any reason after dispatch, please contact us immediately. We will work with the escort to arrange temporary care while we find an alternative arrangement.
- In exceptional circumstances where delivery genuinely cannot proceed (e.g., medical emergency requiring hospitalisation), we will discuss options in good faith, including holding the puppy for up to 14 days at a boarding facility. Any boarding cost is the buyer’s responsibility.
4. Puppy Does Not Match Description
We take great care to accurately represent every puppy. However, if upon delivery you believe the puppy does not match the key attributes in the listing (breed, gender, or documented health status), please:
- Do not make the Stage 3 (30{80418c344c9ee7777cacd1055b0f5edb6b93d7f634bb401dd52f794214bbdd78}) payment
- Document the discrepancy with photographs or a veterinary report
- Contact us within 24 hours of delivery at refunds@poodledoodlepuppies.com
We will investigate promptly. If a genuine mismatch is confirmed, you are entitled to a full refund of all amounts paid, including the Stage 1 and Stage 2 payments, upon return of the puppy.
5. Puppy Passes Away During Transit
In the tragic and extremely rare event that a puppy passes away during transit, we will provide a full refund of all amounts paid — the Stage 1 deposit and any Stage 2 payment made — within 7 working days. No Stage 3 payment would be due. We will also provide documentation from the escort and, if possible, a veterinary cause-of-death assessment.
6. What Is Not Refundable
The following are explicitly excluded from our refund policy:
- Refunds based on temperament or behaviour — puppy personality cannot be guaranteed and varies with environment, training, and socialisation
- Refunds based on size, weight, or coat appearance beyond what is documented at time of sale — puppies grow and change
- Veterinary costs incurred by the buyer after delivery (except within the 72-hour health guarantee window)
- Transport costs — once an escort is assigned and transport is arranged, transport costs are non-refundable
- Razorpay payment processing fees (2{80418c344c9ee7777cacd1055b0f5edb6b93d7f634bb401dd52f794214bbdd78}) on all refunded amounts
- Refunds requested more than 7 days after the triggering event (unless there is a documented reason for the delay)
- Refunds for puppies that have been registered, microchipped, or modified after delivery
7. Refund Processing Timelines
All approved refunds are processed through Razorpay back to the original payment method:
- Credit/Debit Card refunds: 5 to 10 working days from approval
- UPI refunds: 2 to 5 working days from approval
- Net Banking refunds: 5 to 7 working days from approval
- Bank transfers (if original payment method is unavailable): 7 to 14 working days
Refund timelines are subject to your bank’s internal processing times, which are beyond our control. If you have not received your refund within the stated period, contact your bank first. If the issue persists, email us at refunds@poodledoodlepuppies.com.
8. How to Request a Refund
To request a refund, email refunds@poodledoodlepuppies.com with the following:
- Subject line: “Refund Request — Order #[your order number]”
- Your full name and WhatsApp number used at booking
- The puppy’s name and breed
- The reason for the refund request
- Supporting documentation (veterinary report, photos, or other evidence as applicable)
We acknowledge all refund requests within 24 hours (Monday to Saturday, 9am to 7pm IST) and provide a decision within 5 working days.
9. Consumer Rights
Nothing in this Refund Policy limits your statutory rights under the Consumer Protection Act, 2019 (India) or any other applicable Indian consumer protection legislation. If you believe your statutory rights have been violated, you may also contact the National Consumer Helpline at 1800-11-4000 or approach your local Consumer Disputes Redressal Commission.
10. Contact
Refund enquiries: refunds@poodledoodlepuppies.com
General support: support@poodledoodlepuppies.com
Website: www.poodledoodlepuppies.com
Response time: Within 24 hours, Monday to Saturday