Refund Policy

1. General Refund Principles

Petnexo processes refund requests for eligible orders placed on https://petnexo.com in accordance with the conditions below. This policy applies to physical products sold by Infoston Systems Pvt. Ltd. under the Petnexo brand, including pet microchips, pet microchip scanners, and GPS pet trackers.

2. Products Eligible for Refund

• Unused and unopened products may be eligible for a refund if a return request is raised within 7 calendar days of delivery.
• The product must be returned in original condition, with original packaging, invoice, accessories, manuals, and any included components.
• Refund approval is subject to inspection after the returned item reaches us.

3. Products and Services Not Eligible for Refund

• Opened or used sterile microchip kits or any microchip product whose packaging has been tampered with after delivery.
• Products damaged due to misuse, mishandling, improper installation, unauthorized modification, or neglect after delivery.
• GPS tracker subscriptions, activated services, or digital features that have already been provisioned or consumed.
• Pet registration fees, update fees, or service charges for completed identification or recovery-related services once the service has been initiated or completed.

4. Damaged, Defective, or Incorrect Items

If you receive a defective product, a transit-damaged package, or the wrong item, you must notify Petnexo within 48 hours of delivery by emailing support@infoston.com or calling +91-8610756675.

Please share your order number, product details, a description of the issue, and clear photographs or video where applicable. After review, Petnexo may approve a replacement, repair support, or refund depending on the nature of the issue and stock availability.

5. Return Process

• Contact Petnexo support and obtain return confirmation before shipping the item back.
• Pack the product securely to avoid transit damage during the return journey.
• Use the return instructions shared by our support team. Unauthorized returns may be refused.
• Customers may be responsible for return shipping charges unless the return is due to a defective, damaged, or incorrectly supplied item.

6. Refund Timelines

Once an eligible return is received and approved, the refund will be initiated to the original payment method. Bank or payment gateway processing timelines may vary.

• Refund review: usually within 3 to 5 business days after the product reaches us.
• Refund initiation: usually within 5 business days after approval.
• Final credit to the original payment source: generally within 7 to 10 business days depending on Razorpay, the issuing bank, or the payment provider.

7. Replacement Process for Defective Products

Where a product is confirmed to be defective and replacement stock is available, Petnexo may offer a replacement instead of a refund. If replacement stock is unavailable or the issue cannot be resolved reasonably, an approved refund will be processed.