Cancellation, Return, Exchange and Refund Policy

Last updated: October 2, 2026

This Policy forms part of the Terms and Conditions of MM Ventures (Urban Paw Company) and is issued in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Capitalised terms not defined here have the meaning given in the Terms and Conditions.

1. Cancellation by the Customer

1. Before dispatch: You may cancel your order at any time before it is dispatched by contacting us on WhatsApp or phone at +91 92115 75559, or by email at supporturbanpaw@gmail.com, quoting your order number. No cancellation charge shall apply.

2. After dispatch: You may cancel an order after dispatch, or refuse to accept it at the time of delivery. No cancellation charge shall apply.

3. Refund on cancellation:

   1. For prepaid orders, the full amount paid shall be refunded to the original payment method.
   2. For Partial COD orders, the advance paid online shall be refunded to the original payment method.
   3. For COD orders, no refund is due, as no payment has been made.

4. Where an order is cancelled after dispatch or refused at delivery, the refund shall be initiated after the shipment is received back at our warehouse.

5. Repeated cancellations after dispatch or refusals of delivery may result in action under Clause 11 of the Terms and Conditions, including disabling COD or blocking further orders.

2. Cancellation by Us

We may cancel an order in the circumstances described in Clause 3 of the Terms and Conditions. In such cases, any amount paid by you shall be refunded in full to the original payment method.

3. Returns

1. No returns for change of mind. Products cannot be returned because you have changed your mind, no longer need them, or did not like them.

2. Eligible cases. A return and refund shall be accepted only where:

   1. the product was received in a damaged condition;
   2. a product or part of the order is missing from the package; or
   3. the product received is wrong, defective, or not as described on the Website.

3. Reporting timeline. You must report the issue within 12 (twelve) hours of delivery by sending the following on WhatsApp to +91 92115 75559:

   1. your order number;
   2. a clear, continuous and unedited unboxing video, recorded from before the sealed package is opened until all contents are shown, with the shipping label visible; and
   3. clear photographs of the product, the issue and the outer packaging.

4. Verification. We shall review the video and photographs and inform you of our decision. Approval of a return or refund is subject to this verification.

5. Return of the product. Where we require the damaged, defective or wrong product to be sent back, we shall inform you of the process. The cost of such return shall be borne by us.

6. Requests reported after 12 hours of delivery, or without the unboxing video and photographs, may not be eligible under this Policy.

4. Exchanges for Size

1. An exchange is available only for a size issue, that is, where the product ordered does not fit your pet.
2. An exchange request must be raised within 24 (twenty-four) hours of delivery by contacting us on WhatsApp at +91 92115 75559, quoting your order number and the size required.
3. The product must be unused, unwashed and in its original condition, with all original tags and packaging intact. For hygiene reasons, products that have been used, washed, chewed or damaged by a pet shall not be accepted.
4. Self-shipping. You must ship the product to us at your own cost at the following address: MM Ventures (Urban Paw Company), Block-G, Rohini Sector-16, New Delhi, Delhi – 110085. Please share the courier name and tracking number with us after dispatch.
5. Reimbursement of shipping cost. Once we receive the product and confirm that it meets the conditions in sub-clause 3, we shall reimburse your shipping cost up to ₹75 (Rupees Seventy-Five) in the form of a discount coupon. No reimbursement shall be given if the product does not meet these conditions.
6. Dispatch of the replacement. After the product is received and checked, we shall dispatch the requested size. If the requested size is unavailable, we shall issue a discount coupon for the value of the product returned.
7. If the returned product does not meet the conditions in sub-clause 3, we may decline the exchange and return the product to you.

5. Non-Returnable and Non-Exchangeable Products

1. Except in the eligible cases under Clause 3, no product is returnable.
2. Except for size issues under Clause 4, no product is exchangeable.
3. Customised or personalised products cannot be returned or exchanged, except where they are damaged, defective or not made as per your specifications.

6. Refunds

1. Mode of refund:

   1. Prepaid orders: Refunds shall be made to the original payment method.
   2. COD orders: Refunds shall be issued as a discount coupon. If you request a refund of money instead, it may be made by bank transfer or UPI to an account in your name, subject to our approval after verification of the unboxing video and photographs.
   3. Partial COD orders: The amount paid online shall be refunded to the original payment method. The amount paid in cash on delivery shall be refunded as set out for COD orders in paragraph (b) above.

2. Timeline: Approved refunds shall be processed within 7 (seven) to 10 (ten) working days of approval or of receipt of the returned product, whichever is later. The time taken for the amount to reflect in your account may depend on your bank or payment provider.

3. No refund shall be made in cash.

7. Contact

For any cancellation, return, exchange or refund, please contact us on WhatsApp or phone at +91 92115 75559 or by email at supporturbanpaw@gmail.com, between 9:00 AM and 9:00 PM IST, all days. Unresolved complaints may be escalated to our Grievance Officer as set out in Clause 17 of the Terms and Conditions.

8. Changes to this Policy

We may amend this Policy from time to time by publishing the updated version on the Website. The Policy in force on the date of your order shall apply to that order.