How to Return an Item
If you would like to return an item, you must first request a Return Merchandise Authorization (RMA) or Airway Bill (AWB) by email within 24 Hours of the date of your order receipt. Send mail to email@example.com to request your RMA number / Airway Bill (AWB). Beyond 24 hours of delivery of product, your request will not be entertained. Some of the products are not eligible for return at all. Food, Medication or any item which is consumable and if seal is broken, any item used in / underwater even for a minute etc will not be eligible for return. Refund will be processed only after due verification. Products sent back to us without our knowledge will not be returned to your address for any reason. You will be prompted for that at the time of check out on your cart. Please read carefully before placing the order to avoid inconvenience. Also, returning some items may involve courier/shipping charges to be borne by you, unless specified otherwise when purchasing the product. Refund of the item will be done deduction of postal / courier charges company has incurred in shipping the product to you.
Limitation of liability
We have top logistic partners who ensure that the item reaches you in flawless condition, but it is quite possible that something may be wrong when you receive the product. We have insurance for the same and it is limited to Rs 5000 or the value of the product, whichever is lower. In case the value of your item is higher that Rs 5000, your refunds, should you choose to return the item may be limited to Rs 5000.
I’m having trouble setting up my product. Does Easypets offer technical support?
We sure do! Our technical support staff is comprised of experienced pet experts who have tons of experience. Before sending in your return; request for Return Merchandise Authorisation number (RMA) / Airway Bill (AWB) by sending a mail within 24 hours of receipt of product to firstname.lastname@example.org. We will then contact you so we can help diagnose your problem. More often than not, a little troubleshooting is all that is required to get your new product up and running. Plus, we love talking to our customers to understand their current and future needs and concerns. In case we are not able to help you set it up, you can always return the merchandise, provided RMA / Airway Bill (AWB) was requested within 24 hours of receipt of product.
What if I want to change my order after it has already shipped?
If you change your mind about an order when it is already in transit, the best thing to do is accept delivery and then set up a return online (please read how to return an item above). You can send the item back to us using the shipping courier of your choice and the refund will be processed after we receive the item. Please note that return shipment charges will be borne by the customer and in further refund will be done for the amount after deducting the onward shipping charges. Refund of products in Transit will not be possible. Refund of such items will be done after the product is returned to us.
What happens if I was shipped the wrong product or it arrived defective?
Please accept our sincere apologies! In most cases, we can send a replacement or refund you for your purchase, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, software, cables, etc., where applicable. A small segment of the hundreds of brands we carry require that customers contact them directly if/when problems arise. Don’t worry: these companies are among the top aquarium supply manufacturers in the industry. The reason they ask customers to work with them exclusively is because they have stringent quality control standards and their own specially trained technical support teams. These companies will offer customer support and repair or replace defective merchandise. Keep in mind that we in no way discourage you from contacting us first. We’re happy to help troubleshoot any problems you’re experiencing and will only refer you to the manufacturer if absolutely necessary.
What happens if I ordered the wrong item, wrong size or am unhappy with my purchase?
We will refund you for your purchase (minus the shipping cost), provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, software, cables, etc. and provided your purchase is in new and unused condition. When your return is received, you will be issued a refund to your original method of payment (your credit/debit card for example) for the merchandise only. But remember it needs to be done within 24 hours of receiving the shipment.
Some of the products are not eligible for return at all. You will be prompted for that at the time of check out on your cart. Please read carefully before placing the order to avoid inconvenience. Please note that return shipment charges will be borne by the customer
What do I do if there is something missing from my order?
The first thing you will want to do is verify you have received a box for each tracking number associated with your order. If all the boxes have been delivered and you are still missing an item, please check all of the packing material, especially for smaller products. If you come up empty-handed, contact us as soon as possible so we can investigate. We want to make sure you get what you paid for! If you received all of the products in your order but are missing a part (a piece of tubing, for instance), please contact us so we can get you the missing component. Sometimes we have spare parts in our warehouse; other times we may have the manufacturer send it to you directly from their factory. Every situation is a bit different, but the bottom line is we will make sure you have a complete, fully-functional product. If the missing part is something minor you can easily pick up from a local store, we may offer you a partial refund. Either way, we will find a solution that makes you happy.
We sure take utmost care in keeping the inventory of all the listed products on the website on a regular periodic basis, but there could be unavoidable / unexpected situation where the product you have ordered is gone out of stock or is not in a condition to be shipped or is expired or is being discontinued from production or has been notified by the manufacturer to be stopped from being supplied/distributed. In such event, you will get a call / notification from our designated team. In case the order is paid, your refund towards the missing product will be processed same day as cancelled thru the same mode as you paid us. It will take due course of time as prescribed by the payment gateway or the bank as per the prevailing law/rules. The liability will be maximum up to the paid amount after deducting all discounts. VINSAI Venture or Easypets will not be liable for any kind of loss or damage caused due to the cancellation of the order. In the event if you have ordered multiple products and only part of the order is missing, you are free to confirm to cancel the part or full order. Our team will help you in getting the partial or full refund based on your communication. It is advised that you proactively send us an email to email@example.com with the details of order number / date and cancellation in such event to avoid any confusion.
How do I check the status of my return?
We will keep you updated via email/SMS. When you first set up your return, we will send an email/SMS with all the details and instructions you will need to know (the email will basically reiterate key information from this page). If you are returning an item for replacement, we will send an email with your tracking number once the replacement item ships. You will also be able to track your replacement order online. If you are returning an item for refund, we will send you an email to let you know once we have credited your original method of payment (your credit /debit card for example).
How long does it take to process a return?
Once a return has been delivered to easypets.in and inspected, you will be mailed a replacement (generally within 2 business days) or receive a refund to your original method of payment, depending on the Return Type you selected when acquiring the RMA / Airway Bill (AWB). It usually takes credit/debit card companies 3 to 5 business days after a refund is issued to process the transaction and make the funds available in your account.
How do I pack my item for return?
The item itself should be placed back inside the original packaging, along with all accessories, warranty cards, manuals, software, cables, etc., where applicable. If you still have the original shipping box and packing material (bubble wrap, air pillows and/or paper), we encourage you to use them again when you send in your return. If you no longer have the original shipping box and packing material, you will need to make other arrangements. If you are using our pre-paid return label, you can package the return at a Logistics company Office store when you drop it off for shipment. Please be sure to write your RMA # clearly and conspicuously on the outside of the shipping box. If you choose not to use a label provided by us, ship your package back to the registered address by a courier of your choice.
How do I Claim warranty & Service for a product which is not working?
Please note that www.easypets.in (A VINSAI Venture Company) is only a retail seller of the products listed on the website. EASYPETS do not provice any warranty on the products as a seller. No claims of warranty will be entertained by EASYPETS. All your queries related to warranty should be directed to the manufactrer. As such all electronic / Electrial products goes thru an intense testing process before being shipping by the manufactrer. In case of filters and motor pumps, the products goes thru the testing in real scenerio. 99.5% of the products on the website do not carry any warranty. In remaining cases, the details of warranty will be mentioned on the product description. In such case you need to contact the manufactrer for claiming warranty. The manufactrer will directly cordinate with you for repair, replacement or refund or what ever the case may be.
Is my product used ?
Our policies commit that whenever you buy a product from www.easypets.in, you always get a brand new, unused product. Our return policies are made towards achieving this commitment. We do not take return of products once sold, which means you will never get a product which is brought, tested and returned to us. Unlike other big e-commerce companies which boast about NO QUESTIONS asked returns, our policies are a bit different. Most e-commerce companies claim that they have 30% returns. Which essentailly means that you have a chance of getting a used or tested prodcut once in every 3 purchases you do on large e-commerce companies. Though the policy is intended to help customers, a lot of times this is mis-utilised.
There may be cases where you will find moisture / water content inside all types of filters and pumps, but that the reminant of the testing done by the manufactrer, Post testing all products go thru vaccum cleaning but still there are chances of water particles remaining and hence there is no reason to worry. Testing is done to ensure no leakage or any kind of manufacturing defects remains in the product shipped to you.
Read COVID RELATED LOGISTIC POLICY HERE