Shop and pharmacy orders
- Before dispatch: you can cancel a paid order by messaging us on WhatsApp. We refund the full amount to your original payment method automatically.
- After dispatch: orders cannot be cancelled once they are out for delivery. If you refuse a delivery, the delivery fee is not refunded.
- Wrong, damaged or expired items: tell us within 48 hours of delivery, with a photo. We replace the item or refund it in full.
- Medicines: for safety, medicines cannot be returned once delivered, unless they are wrong, damaged or expired.
- If we cannot fulfil an order (for example, an item is out of stock or a prescription is invalid), we cancel it and refund you in full.
Travel, Dermacare and Homes bookings
- Please cancel or reschedule as early as possible, on WhatsApp or in the app. Any cancellation terms specific to your booking are confirmed with you when you book.
- If we cancel or cannot provide a confirmed service, you receive a full refund of anything you paid for it.
- If a service is stopped for your pet's safety (see our Terms), we refund the part of the service not provided.
How refunds are paid
Refunds go to your original payment method through Razorpay. Once we start a refund, banks usually take 5 to 7 working days to show it.
Contact
WhatsApp the team you booked with, or write to customercare@mylopaws.com.