Returns & Exchange

How many days after I buy something can I return it?

Please make sure that you raise an exchange request within 7 days of the product delivery.

How do I raise an exchange request?

Click here to submit an exchange or a returnTo raise an exchange request, please follow the instructions below:
Step 1: Mention your order ID and send a photograph of the package to service@polyatory.com
Step 2: We will send someone to pick up the product from you at no cost to you*. Please make sure that the product is unused with all tags intact. Do keep the pick up slip safely with you so that we can coordinate with our delivery partners on your product.
Step 3: Once we receive your product at the warehouse and conduct a quality check, we will either offer you an exchange or store credit, in accordance with our policy.

Note that in case the product for exchange is unavailable, we will offer you store credit and keep you posted on when the item is back in stock.
*Our Retail and Customer Delight representatives are extremely qualified to support you in picking the right size for your pet, so please do reach out to them for a size recommendation before you make your purchase.
**Note that while the first exchange is free of cost, consequent exchanges may be at a cost borne by the customer.

What all products are eligible for exchange and returns?

We will NOT accept returns or exchanges for the following items (unless received damaged or spoilt):

  • Edible and perishable items like food, treats etc
  • Personalised products that are made to order
  • Beds, play pens, crates & carriers
  • Dog Toys & Cat Toys
  • Items purchased during sales
  • Face Masks
  • Dog Pads/Diapers
  • Medicines & Supplements

Returns and exchanges will also not be accepted in the following circumstances:

  • If request is initiated after 5 business days of order delivery
  • Product is used or altered
  • Product is damaged due to misuse/overuse by the customer
  • Returned attempted without original packaging including, price tags, labels, original packing, and other accessories or if original packaging is damaged
  • Items purchased on discounted price are also not eligible for return/exchange

How long is store credit valid for?

You can get store credit when you want to exchange an item. We prefer immediate exchanges but in special circumstances, we can extend store credit for the span of one month.

Can I cancel my online order?

Cancellations can be made before the product is dispatched. You can make a cancellation on the website or by emailing us on service@polyatory.com

What if I receive damaged goods / expired products?

We keep a very eye on our goods and are careful not to stock or ship products that have passed their expiry date. If damage has occurred in transit, do get in touch with us on service@polyatory.com within 24 hours of your delivery

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