Refund & Cancellation Policy

EFFECTIVE DATE: JANUARY 30, 2026
OPERATOR: TAMILNADU PETS ONLINE
A Strategic Partnership of Nearby Pets India & Ero Pets (Tamilnadu)

1. Preamble & Ethical Commitment

At Tamilnadu Pets Online, our operational philosophy is grounded in the ethical treatment of animals and the transparency of digital commerce. Unlike standard e-commerce platforms dealing in inert commodities, we facilitate the adoption and transfer of sentient living beings. This distinction necessitates a rigorous, highly specific, and legally binding policy structure.

Our policies are drafted not merely to protect corporate interests, but to safeguard the welfare of the animals in our care. The allocation of veterinary resources, the booking of pressurized air-cargo slots, and the procurement of state-level health certificates are processes that trigger immediately upon your booking. Therefore, our cancellation and refund protocols are stricter than those of general retail.

By utilizing our platform, placing an order, or transferring a deposit, you (The Client) acknowledge that you have read, understood, and voluntarily agreed to the terms detailed in this comprehensive agreement.

2. Cancellation Policy: Live Animals

The process of preparing a companion animal (Puppy, Kitten, or Avian species) for interstate or intrastate travel is complex. It involves immediate financial deployment towards medical screening and logistical reservation.

A. The “24-Hour” Grace Period (Full Refund Eligibility)

We understand that circumstances can change. Therefore, we offer a strictly regulated Cooling-Off Period.

Eligibility: You may cancel your reservation within exactly 24 hours of the initial payment timestamp.
Process: A formal cancellation request must be sent via email to orders@tamilnadupets.in or via WhatsApp to our official support line.
Outcome: If the request is received within this window, 100% of your deposit will be refunded to the original source account within 5-7 business days.

B. Post-24 Hour Cancellation (Zero Refund Policy)

Once the 24-hour window expires, your deposit and order value become strictly NON-REFUNDABLE.

Rationale & Resource Allocation: At the 24-hour mark, our automated systems and ground teams execute the following irreversible actions:

Microchipping: The specific animal is microchipped and registered in your name, making it legally untransferable to another buyer without complex paperwork.
Veterinary Booking: A licensed veterinarian is paid to perform the “Fit-to-Travel” certification.
Quarantine Slot: The animal is moved to a pre-transit isolation unit to ensure biosecurity.
Logistics Purchase: Non-refundable cargo slots (Air/Rail/Road) are purchased from third-party vendors.

Conclusion: Because these funds are deployed to third-party providers immediately, we cannot recover them, and thus cannot refund them to you.

3. Cancellation Policy: Pet Foods & Accessories

Our dry goods division operates on a high-speed automated logistics model powered by Pet Kart integration.

A. Automated Dispatch Lock

To ensure the fastest delivery speeds in India, our order processing system is fully automated. Once an order for food, treats, accessories, or cages is placed and payment is confirmed:

The order is instantly transmitted to the nearest warehouse (Bhavani or Mohali).
The packing slip is generated and the courier pickup is scheduled automatically via API.

Consequence: Due to this automation, Pet Products are strictly Non-Cancellable once the “Order Confirmed” status is triggered. We cannot physically intercept a package once the digital signal has been sent to the logistics partner.

4. Return Policy: Live Animals (The “No Return” Rule)

One of the most frequent questions we receive is, “Can I return the pet if I don’t like it?” The answer is a strict and definitive NO, based on medical biosecurity principles.

A. Biosecurity & The “Broken Chain”

Our kennels and aviaries maintain a sterile, virus-free environment. When a pet leaves our facility, it enters the “open world.”

If a pet is delivered to your home, it may be exposed to environmental pathogens (bacteria, viruses, spores) that are invisible to the naked eye. If we were to accept a “return,” that animal would bring those potential pathogens back into our nursery, risking the lives of hundreds of other neonate puppies and kittens.

Therefore, for the safety of our entire colony, we do not accept returns on live animals under any circumstances, except for the specific medical clauses mentioned in our Health Warranty.

B. Refusal to Accept Delivery

If a client refuses to take possession of the animal upon arrival at the designated airport, railway station, or doorstep:

The client forfeits all payments made.
The client is liable for the cost of return shipping to our facility.
The client may be blacklisted from future adoption services across our partner network.

5. Special Disclaimer: Exotic Bird Chicks

Aviculture (Bird rearing) is distinct from raising mammals. Exotic bird chicks (Macaws, Conures, African Greys, Cockatoos) are extremely fragile and sensitive to stress.

RISK ACKNOWLEDGEMENT FOR HAND-FEEDING CHICKS

Many enthusiasts request “Hand-Feeding Chicks” (unweaned babies). While we fulfill these requests, the buyer assumes 100% Liability upon handover.

We do NOT provide refunds or replacements for bird chicks if:

The chick dies due to Aspiration Pneumonia (improper feeding technique).
The chick dies due to “Sour Crop” (temperature imbalance in formula).
The chick dies due to temperature stress in the buyer’s home.

Dead-on-Arrival (DOA) Clause: We cover the life of the bird strictly during transit. If the bird arrives deceased (verified by unboxing video), we will provide a Replacement. Once the bird is alive in your hands, our liability ends immediately.

6. Return Policy: Pet Products

While we do not accept cancellations, we fully support returns for Damaged or Defective goods under specific conditions.

A. The Mandatory “Unboxing Video” Protocol

In the age of digital commerce, proof is essential. We cannot entertain any claim of damage, missing items, or wrong products without a Continuous, Uncut Unboxing Video.

Step 1: Before opening the parcel, start recording. Show the label clearly.
Step 2: Open the package without stopping the video.
Step 3: Inspect the items on camera.

Without this video evidence, third-party logistics providers (couriers) will reject our insurance claim, and subsequently, we must reject your refund claim.

B. Non-Returnable Items

For hygiene reasons, the following items are strictly non-returnable:

Opened Food or Treat packets.
Used Grooming accessories (Combs, Shampoos).
Bedding or Clothing that has been tried on the pet.

7. Financial Processing & Timelines

In the event of an approved refund (e.g., cancellation within 24 hours or DOA replacement unavailability), the following protocols apply:

Source to Source: Refunds are only processed to the original method of payment (Original UPI ID, Bank Account, or Credit Card). We cannot refund to a different account for anti-money laundering compliance.
Processing Time: Internal approval takes 24-48 hours. Banking settlement takes 5-7 business days.
Deductions: Any payment gateway charges (usually 2-3%) incurred during the initial transaction may be deducted from the final refund amount.