Refund policy

Returns, Refunds and Exchanges

No change-of-mind returns, refunds or exchanges. Please review the product information and size chart before ordering. We do not offer returns or exchanges because you changed your mind, ordered the wrong size or colour, no longer need the item, or your pet does not like it, provided the item supplied matches accurate information given before purchase.

Your legal rights remain protected

This policy does not exclude remedies required by Indian consumer law. Contact us if an item is defective, damaged on arrival, spurious, incorrect, materially different from its description or agreed features, or if another mandatory remedy applies. Non-delivery and delivery later than the stated schedule will be addressed under applicable law, including its force-majeure exception for late delivery. A statutory refund will not be replaced with compulsory store credit or a replacement without your agreement.

Report a problem

Email info@roccospetproducts.com with your order number, a description of the problem and available evidence. Please inspect your parcel promptly and report visible damage, missing contents or a wrong item preferably within 48 hours of delivery. This is a request for prompt reporting, not a deadline that removes legal rights or excludes a defect discovered later. Stop using an item if you suspect it is unsafe.

Unboxing and return-packaging evidence

Please record a clear, continuous unboxing video showing the unopened parcel, seal, shipping label, contents and any issue. If a return is approved, please record the item from all sides, its accessories and tags, and the packing and sealing process before dispatch. Keep the courier receipt and tracking details. Share evidence privately with our support team; do not post your address or shipping label publicly.

If a video is unavailable, provide clear photographs or other reasonable evidence. We may reasonably verify a claim, but absence of video alone does not remove statutory rights.

Return arrangements and condition

Contact us before sending an item so we can give the correct return instructions and address. Keep all supplied components and packaging where reasonably possible. Missing packaging, opening the parcel or reasonable inspection does not automatically invalidate a genuine defect claim. For a verified fault, damage on arrival or supply error attributable to us, we will arrange or reimburse reasonable return shipping. No restocking fee applies to a valid statutory remedy.

Damage caused by misuse, chewing, unauthorised alteration or ordinary wear after delivery is not itself a manufacturing defect. This exclusion does not excuse an inherent fault, an inaccurate description or another legal obligation.

Refunds and complaints

Where a refund is due, we will process it promptly within applicable legal time limits, normally to the original payment method. For cash-on-delivery orders, we will agree a suitable refund method with you. We will communicate the refund amount, timing and any return arrangements; payment-provider processing time may vary.

Send complaints to the email above. We will acknowledge consumer complaints within 48 hours and address them within one month, as required by applicable law. This policy does not restrict access to consumer authorities or other legal remedies.