Prazuchi Return, Exchange & Refund Policy

Effective Date: 01-01-2026
Last Updated: 01-01-2026

Our Commitment

At Prazuchi, we stand behind the quality of our premium dog beds and pet products. We understand that sometimes a product might not be the right fit, or circumstances may change.

However, because we sell hygiene-sensitive products designed for direct pet contact, we must strictly adhere to health and safety standards. We cannot resell products that have been used, soiled, or exposed to pet contact. This policy protects the health and safety of all our customers and their pets.

Please read this policy carefully to understand eligibility requirements and the return process.

1. Return Window

You have 30 days from the delivery date to initiate a return or exchange request.

Important Details:

• The 30-day period begins on the delivery date (not order date)
• Delivery date is determined by the shipping carrier's tracking confirmation
• Return requests submitted after 30 days will be automatically denied with no exceptions
• Contact us immediately if you need to return—don't wait until day 29

Why 30 days? This provides reasonable time to assess product suitability while ensuring hygiene standards for potential resale.

2. Eligibility Requirements

2.1 Universal Return Conditions

To be eligible for return, ALL of the following must be true:

✓ Unused Condition

• Product has never been used by your pet
• No direct pet contact with the product
• Product appears exactly as received

✓ Unwashed and Unsoiled

• Product has not been washed or cleaned
• No stains, dirt, mud, or debris
• No pet hair or dander present
• No odors (pet smell, urine, etc.)

✓ Original Packaging and Tags

• All original tags still attached and intact
• Original packaging included (box, bags, labels)
• Product information cards/inserts included
• No damage to packaging (can be opened to inspect, but must be intact)

✓ No Damage

• No tears, rips, holes, or fabric damage
• No loose threads or seam separation
• No stains or discoloration
• No alterations or modifications

✓ Proof of Purchase

• Original order number from prazuchi.com
• Product purchased directly from us (not third-party sellers)

If ANY of these conditions are not met, your return will be rejected.

2.2 The Hygiene Rule - Critical Understanding

We cannot accept returns on products that have had ANY direct pet contact.

This means:

• Your dog cannot lie on the bed (even briefly)
• Your dog cannot touch, sniff, or investigate the product
• Product cannot be placed in areas where your dog has access
• No "testing" the bed with your dog on it

Why so strict?

• Pet dander, oils, and hair transfer instantly upon contact
• These cannot be completely removed through cleaning
• Health and safety regulations prevent resale of pet-contacted items
• Fairness to other customers who expect brand-new products

How to properly assess products:

For Dog Beds:

1. Open packaging carefully
2. Inspect the bed visually (unfold, examine construction)
3. Check size by measuring dimensions
4. Assess quality, materials, and construction
5. Do NOT let your dog on the bed
6. If size/color is wrong, repackage for return

Recommended: Place a clean sheet over the bed if you absolutely must test size approximation, but even this risks pet dander transfer. Visual inspection and measurement are safest.

For Jackets/Wearables:

1. Try on your dog indoors only on a clean floor
2. Keep try-on brief (2-3 minutes maximum)
3. Indoor try-on only - no outdoor walks
4. Ensure no fur trapped in velcro/zippers
5. Remove immediately if wrong size

2.3 Product-Specific Eligibility

Dog Beds & Mattresses

Returnable IF:

• Completely unused - no pet contact whatsoever
• All tags attached
• Original packaging intact
• Absolutely no pet hair, dander, or odors
• Not unfolded from vacuum-sealed packaging (if applicable)

NOT Returnable IF:

• Any evidence of pet contact (hair, smell, indentations from pet lying on it)
• Vacuum-sealed packaging has been opened (foam expands and cannot be re-compressed)
• Washed or cleaned in any way
• Memory foam or orthopedic foam has been unpackaged and expanded

Special Note on Foam Products: Memory foam and orthopedic foam products expand when removed from compression packaging. Once expanded, they cannot be returned to original packaging size. Inspect packaging carefully before opening compression bags.

Blankets & Throws

Returnable IF:

• Never placed in areas accessible to pets
• No pet hair or dander present
• Not washed or used
• All tags attached

NOT Returnable IF:

• Placed on furniture, floors, or crates where pet could contact it
• Any signs of use (wrinkles, pet hair, odors)
• Folded or stored in pet areas

Bolster Beds & Fur Collection

Returnable IF:

• Cover has not been removed from inner mattress
• If cover was removed: both components still in perfect unused condition
• No pet contact with any component
• No compression or flattening of fill

NOT Returnable IF:

• Inner mattress and cover have been separated and show any use
• Bolster walls show compression
• Fur shows any matting or pet hair
• Any component washed

Chew-Resistant & Waterproof Beds

Returnable IF:

• Both outer cover and inner shell in unused condition
• All components present and unused
• No testing of chew-resistance or waterproofing
• Original packaging intact

NOT Returnable IF:

• Inner chew-resistant mattress shell has been tested or used
• Waterproof layer has been tested with liquids
• Any component shows use or pet contact
• Components have been separated and any show use

Dog Jackets, Collars & Wearables

Returnable IF:

• Tried on indoors only on clean surface
• Try-on period was brief (under 5 minutes)
• No outdoor use - never worn for walks
• No dirt, mud, or outdoor debris
• No fur stuck in velcro, zippers, or buckles
• All tags attached

NOT Returnable IF:

• Worn outdoors (even once)
• Shows signs of wear (stretching, pilling, marks)
• Adjustments have stretched or damaged materials
• Hardware (buckles, D-rings) shows scratches or wear

Toys & Play Items

Returnable IF:

• Packaging unopened and sealed
• Product never removed from packaging

NOT Returnable - Period:

• Any toy that has been removed from packaging
• Any toy that has been in contact with dog (safety/hygiene issue)

Durability Disclaimer: We do not accept returns, exchanges, or provide refunds for toys damaged during play. No dog toy is indestructible. Toy durability depends on individual dog behavior, and we cannot predict how any specific dog will interact with toys.

3. Non-Returnable Items - Final Sale

The following items CANNOT be returned under any circumstances:

3.1 Customized or Personalized Products

• Items made to custom measurements or specifications
• Custom colors or fabric selections
• Embroidered or monogrammed items
• Special orders placed for specific customer requests

Why: These items are made specifically for you and cannot be resold.

3.2 Used or Soiled Items

• Products with any pet hair present
• Products with any odors (pet smell, urine, etc.)
• Products showing stains or soiling
• Products that have been washed or cleaned
• Any item showing evidence of use

Why: Health, safety, and hygiene regulations prevent resale.

3.3 Damaged by Customer or Pet

• Products damaged during unpacking (cutting bed with scissors, tearing packaging)
• Chewing damage from pets
• Scratching or clawing damage
• Stains from spills or accidents
• Modifications or alterations

Why: Customer-caused damage is not a product defect.

3.4 Sale and Clearance Items

• Products marked "Final Sale"
• Clearance items
• Promotional or discounted special offers (unless otherwise stated)

Why: Clearance items are sold as-is at reduced prices.

3.5 Other Non-Returnable Items

• Gift cards or store credit
• Downloadable products or digital content (if applicable)
• Products purchased from unauthorized third-party sellers
• Products without proof of purchase from prazuchi.com

4. Shipping Costs & Responsibility

4.1 Customer-Initiated Returns (Change of Mind, Wrong Size, Don't Like It)

If you're returning because:

• Changed your mind
• Ordered wrong size
• Don't like the color
• Prefer different style
• Any reason other than defect or our error

Shipping Responsibility:

• Return shipping: You pay to ship the product back to us
• Original shipping: Non-refundable (the cost to ship to you originally)
• COD charges: Non-refundable (if you used Cash on Delivery)

What this means: If you paid ₹500 for the product + ₹100 shipping, and return shipping costs ₹100:

• Refund: ₹500 (product cost only)
• You pay: ₹100 (return shipping)
• Original ₹100 shipping is not refunded
• Net result: You receive ₹500 refund, total cost to you is ₹200 (₹100 original shipping + ₹100 return shipping)

4.2 Defective Products or Our Error

If you're returning because:

• Product arrived damaged in shipping
• Manufacturing defect present
• We shipped wrong item
• We shipped wrong size (not your ordering error)
• Product doesn't match description on website

Shipping Responsibility:

• Return shipping: We provide prepaid return label at no cost to you
• Original shipping: Refunded (if applicable)
• Replacement shipping: Free (we pay to ship replacement)

Important: You must report defects or errors within 48 hours of delivery for us to cover return shipping.

4.3 How Return Shipping Works

You Arrange Return (Customer-Initiated):

1. Pack product securely
2. Choose your preferred courier (recommend insured, trackable shipping)
3. Ship to address we provide
4. Keep tracking number
5. You pay shipping costs

We Arrange Return (Defect/Error):

1. We send you prepaid shipping label via email
2. You print label and affix to package
3. Schedule pickup or drop at courier location
4. No cost to you

Return Shipping Tips:

• Use sturdy box with adequate padding
• Include tracking for your protection
• Insure high-value items
• Keep proof of shipment until refund processed
• We're not responsible for returns lost or damaged in transit (why tracking/insurance recommended)

5. The Return Process - Step by Step

Step 1: Contact Us to Initiate Return

Within 30 days of delivery, contact us:

Email: support@prazuchi.com (preferred)
Phone/WhatsApp: +91-9928330990
Business Hours: Mon-Sat, 10 AM - 7 PM IST

Subject Line: "Return Request - Order #[YourOrderNumber]"

Include in Your Message:

• Order number
• Product name and size
• Reason for return (wrong size, changed mind, defect, etc.)
• Photos (see requirements below)

Required Photos:

You MUST include clear, high-resolution photos showing:

1. Full product view - entire product in original packaging
2. All tags attached - close-up showing tags intact
3. Product condition - close-up of fabric/materials showing no pet hair, stains, or damage
4. Packaging intact - showing original box/packaging undamaged
5. Any defect (if claiming defect) - detailed photos of the issue

Without adequate photos, we cannot process your return request.

Why photos are required:

• Verifies product condition before return shipment
• Prevents disputes about condition upon receipt
• Speeds up approval process
• Protects both you and us

Step 2: Await Authorization (1-2 Business Days)

Our team will:

1. Review your photos carefully
2. Verify product eligibility
3. Check return window (within 30 days?)
4. Assess product condition from photos

You will receive:

If APPROVED:

• Return Authorization Number (RAN)
• Return shipping address
• Instructions for packing
• Prepaid label (if defect/our error) OR shipping instructions (if customer-initiated)
• Estimated refund timeline

If DENIED:

• Explanation of why return doesn't qualify
• Specific reason (outside return window, shows use, missing tags, etc.)
• No Return Authorization Number issued

Important:

• Do NOT ship products without Return Authorization Number
• Unauthorized returns will be refused and returned to sender at your expense
• Or disposed of without refund if return address not available

Step 3: Pack and Ship (Within 14 Days of Authorization)

Packing Requirements:

Use Original Packaging:

• Original box if available (preferred)
• If original box damaged: use sturdy alternative box
• Adequate padding to prevent damage in transit

Include Inside Box:

• The product in original packaging
• All tags attached to product
• Copy of invoice or note with Order Number clearly written
• Return Authorization Number written on note

Do NOT Include:

• Pet toys or treats
• Personal items
• Handwritten complaints (contact customer service instead)

Seal Securely:

• Use strong packing tape
• Ensure box won't open in transit
• No loose ends or weak points

Affix Shipping Label:

• If we provided prepaid label: print and attach securely to box
• If you're arranging shipping: use courier of your choice with tracking

Ship Within 14 Days:

• You have 14 days from receiving Return Authorization to ship
• After 14 days, authorization expires and you must request new one
• Keep tracking number until refund is processed

Where to Ship: We'll provide exact return address in authorization email. Do not use the address on our website or original shipping label.

Step 4: Quality Control Inspection (3-5 Business Days After Receipt)

When we receive your return:

Inspection Process:

1. Verify Return Authorization Number
2. Check product condition against photos you submitted
3. Inspect for pet hair, odors, stains, or damage
4. Verify all tags attached and packaging intact
5. Assess if product is in resellable condition

Two Possible Outcomes:

APPROVED - Return Accepted

If product meets all requirements:

• Refund processed within 5-7 business days
• Or exchange item shipped within 2-3 business days
• Email confirmation sent to you

REJECTED - Return Not Accepted

If product does NOT meet requirements:

Common rejection reasons:

• Pet hair found on product
• Odor present (pet smell, urine, etc.)
• Signs of use (indentations, wrinkles from pet lying on it)
• Stains or soiling
• Tags removed or missing
• Packaging damaged or missing
• Product damaged
• Condition doesn't match photos submitted (attempted fraud)

What happens to rejected returns:

You will receive email explaining rejection reason and two options:

Option 1: Return product to you

• We ship product back to your address
• You pay return shipping cost (₹500 depending on size)
• No refund issued

Option 2: Dispose of product

• We donate to animal shelter (if usable) or dispose
• No return shipping charged to you
• No refund issued

You must choose an option within 7 days. If no response, we will dispose of the product.

Step 5: Refund or Exchange Processing

See Section 6 below for detailed refund/exchange information.

6. Refunds & Exchanges

6.1 Refunds

Processing Timeline:

• Inspection: 3-5 business days after we receive return
• Refund processing: 5-7 business days after approval
• Bank/payment processor: Additional 5-10 business days (varies by institution)
• Total timeline: Approximately 2-3 weeks from shipping return to funds in account

Refund Method:

• Issued to original payment method only
• Credit/debit card: Refund to same card
• UPI: Refund to same UPI ID
• Net banking: Refund to same account
• Cash on Delivery: Bank transfer (you must provide account details)

Refund Amount:

You will be refunded:

• Product price (amount paid for the item itself)

You will NOT be refunded:

• Original shipping charges (cost to ship to you)
• COD charges or payment processing fees
• Return shipping costs (if you paid)
• Restocking fee (see below)

Restocking Fee:

For customer-initiated returns (change of mind, wrong size), we may deduct a 10% restocking fee from your refund for:

• Large or bulky items that require special handling
• Items requiring extensive inspection
• Returns of multiple items from same order

Restocking fee covers:

• Inspection labor
• Repackaging costs
• Warehouse processing
• Inventory management

Restocking fee does NOT apply to:

• Defective products
• Our shipping errors
• First-time returns (goodwill - one-time waiver)

Example Refund Calculation:

Purchase:

• Product: ₹5,000
• Shipping: ₹200
• Total Paid: ₹5,200

Return (Customer-Initiated):

• Product price: ₹5,000
• Restocking fee (10%): -₹500
• Refund: ₹4,500

You also paid:

• Return shipping: ₹150 (not refundable)
• Original shipping: ₹200 (not refundable)

Net Cost to You: ₹850 total for the return

6.2 Exchanges

We offer exchanges for:

• Different size of same product
• Different color of same product (if available)

We do NOT offer exchanges for:

• Completely different products
• Higher-priced items (you must purchase separately)
• Custom or personalized items

Exchange Process:

Step 1: Follow return process above

• Ship original item back to us
• Indicate in return request that you want exchange

Step 2: We inspect returned item (3-5 business days)

Step 3: If approved:

• We ship replacement size/color to you
• We cover shipping cost of replacement (one-time courtesy)
• Typically ships within 2-3 business days of approval

Step 4: You receive replacement (2-5 business days shipping)

Exchange Shipping Costs:

• Return shipping (you to us): You pay (unless defect/our error)
• Replacement shipping (us to you): We pay (one-time courtesy)
• Net cost: You only pay to ship original item back

Exchange Timeline:

• Approximately 2-3 weeks total from initiating return to receiving replacement

Size/Color Availability:

• Exchanges subject to inventory availability
• If size/color unavailable, we'll offer refund or different option
• We'll notify you before processing if unavailable

One Exchange Per Order:

• We offer one free replacement shipment per order
• If you need to exchange the replacement, you pay both return and replacement shipping
• Or request refund instead

7. Special Situations

7.1 Defective Products

What Qualifies as Defective:

• Manufacturing defects (seam separation, zipper failures, material flaws)
• Damage during shipping (crushed, torn, etc.)
• Product doesn't match description on website
• Missing components

What Is NOT a Defect:

• Normal compression of fiber fill (up to 30%)
• Minor color variations from photos (monitor settings vary)
• You ordered wrong size (your error, not defect)
• Dog doesn't like it (preference, not defect)

Reporting Defects:

• Must report within 48 hours of delivery
• Take photos immediately upon discovering defect
• Do not use product if defective
• Contact us immediately

Defect Resolution:

• We cover all return shipping
• Full refund including original shipping
• Or free replacement shipped to you
• Your choice of refund or replacement

7.2 Wrong Item Shipped

If we shipped:

• Wrong product entirely
• Wrong size (our error in fulfillment, not your ordering error)
• Wrong color (our error, not your ordering error)

Resolution:

• Report immediately upon delivery
• We cover all return shipping (prepaid label)
• We ship correct item immediately (before receiving return)
• Or full refund including shipping if you prefer

Important: Verify your order confirmation email. If you ordered the wrong size and we shipped what you ordered, this is customer error (not our error) and standard return terms apply.

7.3 Damaged in Shipping

If product arrives damaged from shipping:

Immediate Steps:

1. Take photos of damaged box exterior
2. Take photos of product damage
3. Do NOT discard packaging
4. Contact us within 48 hours

Resolution:

• We file claim with shipping carrier
• We send replacement immediately (don't wait for claim resolution)
• Or full refund if you prefer
• No cost to you

Carrier Inspection:

• Shipping carrier may want to inspect damage
• Keep all packaging until we confirm they don't need inspection
• Cooperation with carrier inspection required for claim

7.4 Missing Items from Order

If your order is:

• Missing items that were supposed to be included
• Package appears tampered with
• Shipment weight doesn't match expected

Immediate Steps:

1. Check packing slip - verify what should be included
2. Check all packaging thoroughly (items sometimes hidden in padding)
3. Contact us within 48 hours with photos

Resolution:

• We verify order contents from warehouse
• Ship missing items immediately at no cost
• Or partial refund for missing items if you prefer

7.5 Gifts & Gift Recipients

If product was a gift to you:

• Original purchaser must initiate return (they're the customer of record)
• Refund goes to original payment method (purchaser receives refund)
• Replacement can ship to you (recipient) if exchange requested

If you're the gift giver:

• You can initiate return on behalf of recipient
• Recipient must meet all eligibility requirements (unused, tags, etc.)
• Refund comes to you (original purchaser)

7.6 Warranty Claims vs. Returns

This return policy is separate from warranty coverage.

Return Policy:

• Applies to unused products within 30 days
• For change of mind, wrong size, etc.
• Product must be in new, resellable condition

Warranty Policy:

• Applies to used products with manufacturing defects
• Within warranty period (1 year for most products, 90 days for chew)
• See separate Warranty Policies for details

Can't use both:

• If product has been used, you cannot return it - you must use warranty
• If product is unused and within 30 days, use return policy (faster)

8. Return Tracking & Communication

8.1 Track Your Return

After you ship your return:

1. Save your tracking number
2. Monitor tracking to confirm delivery to us
3. Once delivered, allow 3-5 business days for inspection
4. Check email for updates (check spam folder)

We will email you:

• Confirmation when return is received
• Inspection results (approved or rejected)
• Refund confirmation (with timeline)
• Or exchange shipping confirmation

8.2 If You Don't Hear From Us

Expected communication timeline:

• Return received: Confirmation within 1 business day
• Inspection complete: Within 5 business days of receipt
• Refund processed: Within 7 business days of approval

If timeline exceeded:

• Check spam/junk email folders
• Email support@prazuchi.com with subject "Return Status - RAN #[number]"
• Provide Return Authorization Number and tracking number
• We'll investigate and respond within 2 business days

9. Preventing Returns - We're Here to Help

We want you to get the right product the first time!

9.1 Pre-Purchase Assistance

Before ordering, contact us if you're unsure about:

• Sizing for your dog
• Which product is best for your needs
• Material suitability
• Color matching
• Any questions

We're happy to help:

• Email: support@prazuchi.com
• WhatsApp: +91-9928330990
• We'll respond within 24 hours with guidance

9.2 Sizing Guidance

Use our detailed sizing charts:

• Measure your dog according to our instructions
• Consider weight AND measurements
• Account for your dog's sleeping position (curled vs. stretched)
• When between sizes, size up

Still unsure? Ask us!

• Send us your dog's measurements
• Tell us breed and weight
• Describe sleeping habits
• We'll recommend the right size

9.3 Product Selection Help

Not sure which bed is right?

• Chew-resistant for chewers
• Orthopedic for seniors or large breeds
• Bolster for dogs who like raised edges
• Waterproof for dogs with accidents or puppies
• Fur collection for dogs who burrow

Contact us - we'll guide you to the best fit.

10. Contact Information

For Return Questions or to Initiate Return:

Email: support@prazuchi.com
Subject: "Return Request - Order #[Number]" or "Return Question"

Phone/WhatsApp: +91-9928330990
Business Hours: Monday-Saturday, 10:00 AM - 07:00 PM IST
Closed: Sundays and public holidays

Mailing Address (for correspondence, not returns):
Prazuchi
A-88/89, Subhash Nagar Market Complex, Shastri Nagar,
Jaipur, Rajasthan. 302016
India

Return Shipping Address:
Provided in Return Authorization email (do not use mailing address above)

Response Time:

• Email: Within 24 hours (business days)
• WhatsApp: During business hours, usually within 2-4 hours
• Return approval: 1-2 business days

11. Summary - Quick Reference

12. Important Reminders

Do:

• Contact us within 30 days
• Take clear photos before requesting return
• Get Return Authorization before shipping
• Pack securely with tracking
• Keep all documentation until refund received

Don't:

• Let your dog contact the product if you might return it
• Remove tags or discard packaging
• Ship without authorization
• Wait until day 30 to start the process
• Expect instant refunds (inspection required)

Remember:

• We're here to help you get the right product
• Ask questions before ordering
• Inspect products immediately upon delivery
• Report defects within 48 hours
• Be honest about product condition

13. Policy Updates

We reserve the right to modify this Return, Exchange & Refund Policy at any time.

Changes:

• Effective immediately upon posting to website
• Apply to orders placed after the change date
• Do NOT affect orders already placed (covered under policy at time of purchase)

Your return rights are based on the policy in effect when you placed your order.

14. Final Acknowledgment

By placing an order with Prazuchi, you acknowledge:

1. You have read and understood this Return, Exchange & Refund Policy
2. You agree to all terms and conditions outlined herein
3. You understand products must be unused with no pet contact to be returnable
4. You understand return shipping costs and non-refundable charges
5. You agree to follow the return process as documented
6. You understand unauthorized returns will be refused

Last Updated: 01/01/2026