Last Updated: 22-12-2025
Welcome to Ocean Paws! We value your trust and are committed to ensuring a smooth shopping experience. Please read our Return, Refund, and Cancellation Policy carefully before placing an order.
1. Mandatory Unboxing Video
An unboxing video is mandatory for any return, replacement, or refund request.
Without a clear, continuous unboxing video showing the package condition and opening process, we cannot assist with returns or refunds. (Most Important!)
We may also request additional short videos or photographs if needed to validate your claim and ensure fair resolution.
Please keep all packaging materials, including outer box, invoice, fillers, and labels, until your issue is resolved.
2. Returning Items – Important Notice
If you are returning a product, ensure that you pack it securely, the same way it was received.
If we receive the returned product in damaged condition due to poor packing, we cannot process your refund or replacement.
For transparency, Ocean Paws records an unboxing video for every return parcel we receive.
3. Cancellation Policy
A. Easy Cancellation (Before Dispatch)
You may cancel your order any time before it is shipped.
A full refund will be issued for cancellations before dispatch.
To cancel, simply contact us on WhatsApp Support or email at support@oceanpaws.in
B. Cancellation After Dispatch
If your order has already been shipped and you wish to cancel for any reason, the following deductions apply:
| Description | Percentage / Amount |
|---|---|
| One-way Courier Charges | ₹95* (example) |
| Return (RTO) Charges | ₹100* |
| Transaction Charges | 4% of Order Value |
| Convenience Fees | 15% of Order Value |
C. Replacement Requests
You can raise a replacement request within 2 days of receiving your order.
Contact us via WhatsApp Support with your order details.
Ensure the product is unused, undamaged, in original packaging, and accompanied by the invoice/receipt.
Replacement requests are processed only after our team verifies the issue and confirms eligibility.
If the requested product is unavailable, a refund will be processed instead.
D. Wrong or Unsatisfactory Product
If you receive the wrong item, you can request a replacement or refund.
If you’re not satisfied with the quality of the product, contact us for review. Our quality inspection team will assess your request.
If found genuine, a replacement or refund will be issued promptly.
E. Replacement Timeline
Once your replacement request is approved, our team will notify you via Email or SMS with the expected delivery date.
We aim to complete replacements as quickly as possible, depending on product and courier availability.
5. Refund Policy
A. General Conditions
Refunds are processed only if:
The product is damaged, defective, or wrong item received.
Refund request is approved after verification (video/photos).
Refunds are initiated within 7 business days of approval.
Refunds for RTO (Return to Origin) parcels are initiated only after we receive the returned package.
B. Lockdown Situations
If delivery is not possible due to lockdown or restrictions in your area, you will receive:
A full refund, or
A refund 4% less (transaction fees) depending on payment mode.
If the delay/failure is on our end, no transaction charges will be deducted.
C. Refund Mode & Timeline
Refunds are processed via the original payment method (used for purchase).
Depending on your bank or payment gateway, the credit may take 4–8 working days after initiation.
D. Duplicate or Incorrect Refunds
If a customer is accidentally refunded twice (e.g., once to wallet and once to bank), Ocean Paws reserves the right to debit or adjust such payments.
Orders paid partially via wallet must have sufficient balance; unpaid differences must be cleared before shipment.
6. Key Reminders
Always record an unboxing video for any product issue or claim.
Do not discard packaging until your issue is resolved.
Refunds are issued only after full validation of the return claim.
Valid reasons and clear media proof are mandatory for all refund, return, or replacement requests.
7. Contact Us
For all order-related queries, cancellations, returns, or refund requests, please reach out to us:
📧 Email: support@oceanpaws.in
