This Cancellation, Return, Exchange and Refund Policy (“Cancellation & Refund Policy”) is applicable to the customers of ‘Zigly’ –a Pet care division and a brand of Cosmo Films Limited, who for the purpose of buying the products and subscribing to Pet care related services have visited/surfed Zigly’sWebsite; & Mobile Application ‘Zigly for Happy Pets’ (together as “Platform”).

ThisCancellation & Refund Policyis meant to assist and educate the customers about the process of cancellation of services booked& products ordered, returnand exchange of products ordered by the customer through the Platform and refund of the amount paid by the customer for the same.

For the purpose of this Cancellation & Refund Policy, wherever the context so requires “you” or “user” shall mean any natural or legal person who has agreed to become a buyer / customer by registering himself / herself on the Platform by providing the registration data using computer / mobile systems. The term “we”, “us”, “our” shall be referred to Zigly.

Terms & Conditions.

  1. Cancellation of products ordered.

    a. Before Shipment:

 If you wish to cancel the product(s) ordered those have not been shipped at the time of cancellation request, you can cancel your order through the Platform following the steps below:

  • HomePage>Orders>Cancel Order; and/or
  • Write to the customer care on [email protected]

    After Shipment:

If you wish to cancel the product(s) ordered those have been shipped you can deny to take delivery at the time of delivery.

  1. Return, Exchange and Refund of product(s) delivered.

Under the Cancellation & Refund Policythe option of exchange, replacement and/or refund is offered by us. Different productswill have different returns policy applicable to each category. In respect of certain products, Cancellation and Return Policy provided on the product page shall prevail over the Cancellation & Refund Policy. Do refer the respective item’s applicable return/exchange policy on the product page for any exceptions to the Cancellation & Refund Policy as provided under the table below.You are suggested to carefully read and understand the conditions and limitations applicable to respective category of product and cases under which returns/ exchange requests shall be limited to the timelines provided herein below will be accepted by us. To return or exchange the product kindly follow the following step on the Platform:


  • Home Page > Orders > Return/Exchange Order; and/or
  • Write to the customer care on [email protected]



You shall be entitled to Refund, replacement or exchange of products only in case of defective or wrong products within 2 days from the date of delivery;

Dogs related Products: Dog Foods, Dog Treats, Dog Health Supply, Tick & Flea Solutions, Shampoo & Conditioner, Cleaning & Odour Control, Feeding & Water Supplies, Tracking Device;

Cats related Products: Cat Foods, Cat Treats, Cat Shampoo & Conditioner, Litter & Housebreaking, Feeding & Water Supplies, Cat Health;

Pet Parents Customized Products: Home Name Plates, Coffee Cups, Mobile Covers, Pet Memorial – Visit Centre.


You shall be entitled to Refund, replacement or exchange of products within 7 days from the date of delivery;

Dogs related Products: Dog Toys, Brushes & Combs, Bath Tub, Bathing Accessories, Dog Clothing, Dog Accessories, Collars, Harness & Leashes, Dog Beds & Mats, Dog Houses, Kennels & Carriers;

Cats related Products: Cat Brushes & Combs,Cat Bath Tub, Cat Bathing Accessories, Cat Bow Ties, collars & leashes, Cat Bed, Scratchers & Furniture, Cat Carriers & Strollers, Cat Toys

Note: If it is a case of exchange, it shall be subject to the availability of stock. In case that a replacement may not be available, we will refund you the amount paid.

The pickup agent/courier boy shall be entitled to refuse to accept the product intended to be returned or exchanged, if any of the following conditions:

  • If return/exchange request is initiated after the prescribed number of days mentioned hereinabove from the delivery of the products.
  • Returned without original packaging including, price tags, labels, freebies and other accessories;
  • If original packaging is damaged;
  • If Serial Number (EN Code/bar code) is tampered with not readable;
  • Product is damaged due to use, misuse, overuse or altered;
  • Defective products that are not covered under Seller/Manufacturer’s warranty; or
  • Product is used or altered.


  1. PartReturn/exchange of Part Order:

Return/exchange request can be made at item level - if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which were provided along with the product(s).

  1. Cancellation of services booked through Platform: You shall be entitled to cancel the services as under:

Time-Frame of Cancellation

Grooming Services (only if paid in advance)

Training Services

Vet Tele-Health Services

Vet-In Clinic

48 hours

prior to appointment time

Full refund

Full refund

Full refund

Full refund

24 hours of prior to appointment time

Full refund

Full refund

Full refund

Full refund

02 hours prior to appointment time

Full refund

70% refund of booking amount

No refund

No refund

01 hour prior to appointment time

Full refund

No refund

No refund

No refund

Within 60 minutes of Booking time

Full refund

No refund

No refund

No refund


The Customer shall have an option to reschedule the appointment for Service(s) as per the availability of slots available.

  1. Refund of Cancelled / Returned Order

Cancellation before shipment of products or refund for cancellation of services in accordance to Clause 1(a) of the Cancellation & Refund Policy- Refund shall be processed within 24-48 hours and refunded to you in accordance with RBI Regulations within 07-14 business days, post processing of cancellation request; and for cancellation after shipment of products or for the refund of the returned products the refund shall be processed within 24-48 hours from the time products are received back and verified at our warehouse and shall be subject to the following:

  • For payments through credit/debit cards or net banking: the refund shall be strictly processed to the same credit card / debit card / bank account using which the payment was made, within 24-48 business hours of receipt of products at warehouse. It may take 07-14additional business days for the refund to reflect in your account.
  • For Cash on Delivery (COD) transactions: All COD refunds shall be made through the account transfer as per the details shared by you through the Platform including the image of cancelled cheque; or
  • Credit wallet: A hassle-free option of refund provided by us and if opted by you, which can be used for future transactions for our products and services through our Platform.
  1. No Wrong Delivery - (Customer received delivery message, product not delivered):

In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 07 (seven) days from the date of delivery confirmation for us to investigate.