Last Updated: October 13, 2026

This policy explains how KOZAC – Place for Pets ships your orders and how cancellations, returns, replacements and refunds work. It forms part of our Terms & Conditions.

Shipping Policy

1. Where We Deliver

We deliver to most pincodes across India through our courier partners. Enter your pincode on the product page to check whether we deliver to your area, the estimated delivery time, the delivery charge and whether Cash on Delivery is available.

2. Order Processing

Orders are usually packed and dispatched within 1–2 business days after confirmation. Orders placed on Sundays or public holidays are processed on the next working day. During sales and festive periods, processing may take a little longer.

3. Delivery Charges

Delivery is free on orders of ₹499 and above. For orders below ₹499, a delivery charge applies based on your delivery zone and is shown at checkout before you pay:

• Rajasthan & Gujarat: ₹39
• Delhi NCR & North India; Punjab, Haryana, Himachal Pradesh, J&K, Uttar Pradesh; Maharashtra, Goa, Madhya Pradesh, Chhattisgarh: ₹49
• Andhra Pradesh, Telangana, Karnataka; Tamil Nadu & Kerala: ₹59
• West Bengal, Odisha & North East; Bihar & Jharkhand: ₹69

4. Estimated Delivery Time

Delivery time is counted from the date of dispatch and depends on your location:

• Rajasthan & Gujarat: 1–3 days
• Delhi NCR & North India; Punjab, Haryana, Himachal Pradesh, J&K, Uttar Pradesh; Maharashtra, Goa, Madhya Pradesh, Chhattisgarh: 2–4 days
• Andhra Pradesh, Telangana, Karnataka; Tamil Nadu & Kerala: 3–5 days
• West Bengal, Odisha & North East; Bihar & Jharkhand: 3–6 days

These are estimates, not guarantees. Delays can happen due to weather, courier issues, public holidays, local restrictions or incorrect address details.

5. Order Tracking

You can follow your order status (Order Placed, Processing, Packed, Dispatched, In Transit, Out for Delivery, Delivered) from the My Orders section of your account, and we will also send you updates by email.

6. Failed or Delayed Delivery

Please make sure your address, pincode and phone number are correct and that someone is available to receive the parcel. If a delivery cannot be completed because of a wrong address, an unreachable phone number or repeated refusal, the order may be returned to us. In such cases we will contact you to arrange re-delivery, and re-delivery charges may apply.

Cancellation, Return and Refund Policy

7. Cancelling an Order

You can cancel an order yourself from My Orders while it is in the Order Placed, Payment Confirmed or Processing stage. Once the order has been packed and is being prepared for dispatch, it can no longer be cancelled. If you need help, contact us as early as possible. If we cancel your order for any reason, we will let you know and refund any amount you have paid.

8. Returns

We want you and your pet to be happy with every purchase. You can request a return for a delivered order within 7 days of delivery from the My Orders section of your account, if:

• the item is damaged, defective or not working as described;
• you received the wrong item, size or colour, or an item is missing; or
• the item is unused, in its original condition, and in its original packaging with all tags and accessories.

For damaged, defective or wrong items, please tell us within 48 hours of delivery and share your order number with clear photos or a short video so we can resolve it faster.

9. Items That Cannot Be Returned

• Products that have been used, washed, chewed, altered or damaged after delivery.
• Grooming and hygiene products that have been opened or used, and any item whose seal or hygiene packaging has been broken, for pet safety and hygiene reasons.
• Food, treats and consumables that are opened, or past or close to their expiry date at the time of return.
• Customised, special-order or bulk-order items, unless they arrive damaged or defective.
• Items marked as “non-returnable” or “final sale” on the product page.

Combo and bundle offers should be returned as a complete set.

10. How a Return Works

• Step 1: Submit a return request from My Orders (or contact us with your order number).
• Step 2: Our team will review your request and contact you to confirm the next steps, such as pickup or how to send the item back.
• Step 3: Pack the item securely in its original packaging.
• Step 4: Once we receive and check the item, we will approve your refund or replacement.

11. Replacements and Size Exchanges

If your item is defective or wrong, we will send a replacement where stock is available. For collars, harnesses and similar products, you can ask for a size exchange within the return period, subject to availability and the item being unused. If a replacement is not available, we will refund you instead.

12. Refunds

• Approved refunds are processed to your original payment method within 5–7 business days after we receive and approve the returned item. Your bank or UPI app may take a few more days to show the credit.
• For Cash on Delivery orders, we will ask for your bank account or UPI details to send the refund.
• Delivery charges are not refunded, except where the return is due to our error (wrong, damaged or defective item), in which case we also refund the delivery charge you paid.
• If you used a coupon, the refund will be the amount actually paid for the returned items, after the discount.
• If an order is cancelled before dispatch after online payment, the amount is refunded to your original payment method within 5–7 business days.

13. Contact Us

For any shipping, return or refund query, please reach out with your order number:

• Email: kozaccare@gmail.com
• Phone / WhatsApp: +91 8779192650
• Address: KOZAC – Place for Pets, Udyog Sangh, GIDC, Udhana, Surat, Gujarat 394210