Policies

Using our site

Orders & payment

• All prices are in Indian Rupees (INR) unless stated otherwise
• An order is confirmed once payment is successful
• We may cancel an order if a product is unavailable or if we suspect fraud — you will receive a full refund
• Payments are processed securely through Cashfree Payments

Governing law

Contact

Our Privacy Promise

What we collect & why

• Name, email, phone number, and shipping address — to process and deliver your orders, create your account, and contact you about order updates
• Payment details — processed securely through Cashfree Payments. We do not store your card numbers or UPI credentials
• Pet preferences (type, age, breed) — if you opt into Paws Plus membership, to personalize product recommendations
• Site usage data (pages visited, browser type, device) — to improve site performance and user experience
• Search queries and wishlist data — to improve product discovery and remember your preferences
• Communication history — support emails, WhatsApp messages, and chat transcripts to resolve your queries

How we use your data

• Order fulfillment — processing payments, shipping, tracking, and delivery notifications
• Customer support — resolving queries via email, WhatsApp, and in-site chat
• Personalization — product recommendations, Paws Plus digests, and abandoned cart reminders
• Communication — order updates, shipping notifications, and newsletters (only if you subscribe)
• Security — fraud detection and prevention
• Legal compliance — tax records, dispute resolution, and regulatory requirements

Service providers

• Cashfree Payments — payment processing
• Shiprocket — domestic shipment and delivery
• Supabase — secure database hosting and authentication
• Resend — transactional email delivery
• Meta (WhatsApp Business) — order notifications and customer support
• Vercel — website hosting

Data retention

• Order records — retained for 8 years as required under GST/tax regulations
• Account data — retained while your account is active; deleted within 90 days of account deletion request
• Support communications — retained for 2 years after last interaction
• Site analytics — aggregated data only, no personal identifiers retained beyond 12 months
• Newsletter subscriptions — until you unsubscribe

Cookies & local storage

Your rights

• Access — request a copy of the personal data we hold about you
• Correction — update or correct inaccurate information via your account page or by emailing us
• Erasure — request deletion of your account and personal data (subject to legal retention requirements)
• Withdraw consent — unsubscribe from marketing emails at any time; opt out of WhatsApp notifications
• Nominate — designate a person to exercise your data rights on your behalf

Grievance officer

Shipping

• Free standard shipping on orders above ₹6,999
• Standard delivery typically takes 10-14 business days after dispatch
• Express shipping is available for an additional fee (3-5 business days where offered)
• The price at checkout is final — no surprise charges on delivery
• You will receive tracking once your order ships. Check My Orders or your email for updates
• If something arrives damaged or incorrect, contact us within 48 hours with photos

Cancellation

• You may cancel an order while it is in "Processing" or "Preparing" status — before it has been dispatched to our quality-check hub
• Once an order reaches our hub (Quality Check stage or beyond), it cannot be cancelled. You may request a return after delivery instead
• To cancel: use the "Cancel" button on your orders page, or email us at admin@wetwopets.com
• Cancelled online-payment orders are refunded to the original payment method within 5-7 business days
• Cancelled COD orders require no refund processing

Returns & refunds

• Defective or damaged on arrival — 30-day return window. Full refund or free replacement. Photo/video proof required before pickup is approved.
• Wrong item shipped — 30-day return window. Full refund or free replacement.
• Does not fit or pet does not like it — 15-day return window. Item must be unused, with tags intact, in original packaging. Full refund minus return shipping cost.
• Changed my mind — 15-day return window. Item must be unused, in original packaging. Full refund minus return shipping cost.
• NOT eligible: used or worn items with visible damage, scratches, or chew marks.
• NOT eligible: opened hygiene items (grooming products once used) or items marked final sale.
• All returns are inspected at our warehouse before a refund is processed. Refunds are issued within 5-7 business days after inspection.
• Online payment orders: refund goes to your original payment method.
• Cash on Delivery orders: refund via bank transfer or UPI — you will provide your details when requesting the return.
• To request a return: use the "Request Return" button on your orders page, or email us at admin@wetwopets.com with your order number.