Cancellation & Refund Policy

Last Updated: September 2026

At Pawbara Studio Private Limited (“Pawbara,” “we,” “our,” or “us”), we want every order to reach you in the right condition and as expected.

This Cancellation & Refund Policy applies to purchases made through Pawbara.com and explains when an order may be cancelled, returned, replaced, or refunded.

Because Pawbara products include pet shampoos, conditioners, sprays, perfumes, paw balms and other grooming products, certain products may not be eligible for return once opened or used due to hygiene, contamination, and safety considerations.

1. Order Cancellation

You may request cancellation of an order before it has been packed or shipped.

To request cancellation, contact us as soon as possible at:

Email: care@pawbara.com

Please provide your:

• Order number
• Registered name
• Phone number or email address
• Reason for cancellation

Once an order has been packed, dispatched, or handed over to the courier partner, cancellation may no longer be possible.

2. Cancellation by Pawbara

Pawbara may cancel an order in certain situations, including:

• Product becoming unavailable
• Payment failure
• Incorrect pricing caused by a technical error
• Incorrect or incomplete delivery information
• Suspected fraudulent transaction
• Delivery location being unserviceable
• Unusual or excessive order quantities
• Circumstances beyond our reasonable control

If Pawbara cancels a prepaid order after payment has been successfully received, the amount paid for the cancelled item(s) will be refunded.

3. Returns & Replacements

Due to the nature of pet grooming and personal-care products, opened, used, tampered-with, or partially consumed products are generally not eligible for return or exchange, unless there is a genuine product defect or applicable law requires otherwise.

A return, replacement, or refund request may be considered if:

• You received the wrong product
• The product arrived damaged
• The product was leaking at the time of delivery
• The product packaging was materially damaged or tampered with
• An item from your order is missing
• You received a product that is materially different from what you ordered
• The product has a genuine manufacturing issue

4. Reporting an Issue

If there is a problem with your order, please contact us within 48 hours of delivery at:

care@pawbara.com

Please include:

• Order number
• Customer name
• Description of the issue
• Clear photographs of the product
• Photographs of the outer and inner packaging
• Batch number, where visible
• Unboxing video, if available

Providing photographs or video helps us verify the issue and resolve your request faster.

Please retain the product and its original packaging until your request has been reviewed.

5. Products Not Eligible for Return

Unless required under applicable law, returns or refunds will generally not be accepted for:

• Products that have been opened or used
• Products with broken or removed seals after delivery
• Products damaged due to improper handling after delivery
• Products damaged because storage or usage instructions were not followed
• Products returned without original packaging where verification is required
• Products purchased from sellers or websites other than Pawbara.com
• Change-of-mind purchases after dispatch
• Products purchased under clearance or final-sale promotions where specifically stated
• Free gifts or promotional samples
• Products where the issue is reported after the applicable return period

6. Allergies, Sensitivities & Individual Pet Reactions

Every pet may respond differently to grooming products and individual ingredients.

A product will not automatically qualify for a refund solely because a pet experiences an individual sensitivity, dislike of fragrance, or unexpected reaction where the product itself is not defective.

Customers are advised to:

• Read the complete ingredient list before use
• Follow all product directions and precautions
• Discontinue use if irritation or discomfort occurs
• Consult a veterinarian where appropriate

If you believe there is a genuine quality issue with a Pawbara product, please contact us and provide the relevant batch information.

7. Approval of Return or Replacement

Once we receive your request, Pawbara may review the photographs, order information, batch details, and any other supporting evidence.

If approved, we may offer one of the following, depending on the circumstances:

• Replacement of the affected product
• Refund for the affected product
• Store credit, where accepted by the customer
• Another appropriate resolution

The appropriate remedy will depend on the nature of the issue and applicable consumer rights.

8. Refund Processing

For approved refunds, the amount will generally be refunded to the original payment method used for the order.

After Pawbara initiates the refund, banks, card providers, UPI providers, or payment gateways may require additional time to credit the amount to your account.

Refund processing timelines can vary depending on the payment provider.

Any applicable refund confirmation will be communicated to you using your registered contact information.

9. Shipping Charges

Original shipping charges may not be refundable for:

• Change-of-mind cancellations after dispatch
• Failed deliveries caused by incorrect customer information
• Refused deliveries without a valid product-related issue

Where the return or replacement is due to an error by Pawbara or a verified defective/damaged product, applicable return shipping costs will generally be handled by Pawbara.

10. Cash on Delivery Orders

For eligible Cash on Delivery refunds, we may request valid bank account or UPI details from the customer so that the approved refund can be processed electronically.

Pawbara will never ask for:

• UPI PIN
• Debit/credit card PIN
• CVV
• OTP
• Internet banking password

Customers should never share these credentials with anyone.

11. Pawfect Value Combos & Bundle Orders

For Pawfect Value Combos, promotional bundles, and discounted sets, the products are priced as a combined offer.

If one item in a combo is verified as damaged, incorrect, or defective, Pawbara may replace or refund the affected item where reasonably possible.

Where an entire combo is approved for return, all eligible products included in that combo may need to be returned in their original condition.

If only part of a discounted bundle is returned, any refund may be adjusted to account for the applicable promotional or bundle pricing, subject to applicable law.

12. Missing Items

If an item is missing from your package, please notify us within 48 hours of delivery.

We may ask for:

• Photographs of the received package
• Shipping label
• Inner packaging
• Products received
• Unboxing video, if available

Once verified, we may arrange a replacement or refund for the missing item.

13. Damaged During Transit

If your order arrives visibly damaged, leaking, broken, or tampered with, please photograph the parcel and product immediately.

Where practical, you may refuse a package that appears severely damaged or tampered with at the time of delivery.

If accepted, please contact care@pawbara.com within 48 hours so we can investigate the issue.

14. Incorrect Delivery Information

Customers are responsible for providing complete and accurate shipping information.

If an order cannot be delivered because the customer has provided an incorrect address, incorrect phone number, incomplete address, or other inaccurate delivery information, additional shipping charges may apply for re-dispatch.

15. Undelivered or Returned-to-Origin Orders

If an order is returned to Pawbara because:

• The customer was unavailable after reasonable delivery attempts
• The delivery was refused
• The address was incorrect
• The customer could not be contacted

we may contact you to arrange re-delivery.

Additional shipping fees may apply.

For prepaid orders that are ultimately refunded after being returned to origin, reasonable shipping or handling charges may be deducted where permitted by law.

16. Orders Purchased Through Third Parties

This policy applies specifically to orders placed directly through Pawbara.com.

Products purchased through third-party marketplaces, retailers, grooming stores, distributors, or other platforms may be subject to the cancellation, return, and refund policy of the respective seller or platform.

17. Refund Abuse & Fraud Prevention

Pawbara reserves the right to investigate suspicious or repeated refund, return, replacement, or non-delivery claims.

We may decline claims that are fraudulent, abusive, misleading, or unsupported, subject always to rights available under applicable law.

18. Consumer Rights

Nothing in this policy is intended to limit or exclude rights available to consumers under applicable Indian law.

Where any provision of this policy conflicts with a mandatory consumer protection requirement, the applicable legal requirement will prevail.

19. Changes to This Policy

Pawbara may update this Cancellation & Refund Policy from time to time to reflect changes in our operations, products, delivery services, or applicable legal requirements.

The latest version will always be published on Pawbara.com.

20. Contact Us

For cancellation, replacement, return, refund, or order-related assistance, please contact:

Pawbara Studio Private Limited
Email: care@pawbara.com
Website: Pawbara.com
Customer Care: +91-9193671936
Business Address: 115-116 First Floor Parshwanath Colony Nirman Nagar Jaipur 302019

Please mention your order number in all order-related communications so we can assist you quickly.

Pawbara — Parenting Has Paws.