Refund and Returns PolicyReturn and replacement

Overview

At MaplePets, we want you and your pets to be happy with every order you receive.


To help us resolve any issues quickly, please record an unboxing video while opening your parcel. This simple step allows us to verify damages or defects, ensuring a smooth claim process.
If you experience any problem with your order, please inform us within 24 hours of delivery. Unfortunately, claims submitted after this time frame cannot be processed.

Our return and refund window is open for 7 days from the date of delivery. Beyond 7 days, we won’t be able to offer an exchange or refund.

Note for Exo Terra & Fragile Products

Products such as Exo Terra glass terrariums or other fragile items require extra care during delivery.
Please make sure to record a clear, continuous unboxing video while opening these items.
If you notice any damage, cracks, or broken pieces, report it to us within 24 hours of receiving your order and share the unboxing video to support your claim.
Without the video proof or if reported after 24 hours, the claim will not be eligible for processing.

Return Conditions

To qualify for a return:

  • Items must be unused, unopened, and in their original packaging.

  • A receipt or proof of purchase is required.

Please do not send any product back to the manufacturer directly.

Items Not Eligible for Return

For hygiene, safety, and quality control reasons, the following items are not returnable:

  • Perishable products such as pet food, treats, or supplements

  • Gift cards

  • Downloadable digital items

Refund Process

After receiving your returned product, our team will inspect it and notify you via email regarding the approval or rejection of your refund.
Once approved, the amount will be refunded to your original mode of payment within a few business days — after the returned product reaches our warehouse and passes quality verification.

Delayed or Missing Refunds

If your refund hasn’t reflected yet:

  1. Check with your bank or payment provider for updates.

  2. If it’s still pending, email us at sales@maplepets.in and our team will assist you promptly.

Exchanges

We offer exchanges only for items that arrive defective or damaged.
To request an exchange for the same product, contact us at sales@maplepets.in with your order details and relevant photos or video proof.

Return Shipping Details

To initiate a return, please reach out to us at sales@maplepets.in for guidance.

  • The return shipping cost must be covered by the customer.

  • Shipping charges are non-refundable.

  • If your refund is approved, the return courier fee will be deducted from the total refund amount.

We recommend sending returns via a trackable courier service or with shipping insurance. MaplePets cannot be held responsible for returns that do not reach us.

Need Assistance?

If you have any queries or need help with your return or refund request, please contact our support team at sales@maplepets.in.
We’re always happy to assist and ensure your experience with MaplePets stays pawsitive

Return Address

MaplePets International Pvt Ltd

792 Dwarkapuri, 60 Feet Rd, near Futi Kothi, Prajapat Nagar, Indore, Madhya Pradesh 452009