Return and refund policy

Effective Date: September 17, 2025

At FeedMate, your trust is our most important asset. We are committed to providing you with a seamless and hassle-free shopping experience. This policy outlines how we handle returns, refunds, and exchanges to ensure clarity and your complete satisfaction.

1. General Statement of Policy

We want you to love what you buy from us. If you are not entirely satisfied with your purchase, we're here to help. Our return process is designed to be simple, transparent, and customer-first, applicable to all orders delivered within India.

2. Easy Return Window

You can initiate a return request for eligible items within 4-7 days from the date of delivery. To be eligible for a return, your item must meet the criteria outlined below.

3. Eligibility for Returns

An item is eligible for return within the specified window if it fulfills one or more of the following conditions:

  • It was delivered in a physically damaged condition.

  • It has missing parts or accessories.

  • It is different from what was ordered (wrong item delivered).

  • It is defective and does not function as described.

  • The product is unused, in its original packaging with all tags, labels, and seals intact.

4. Non-Returnable Categories

For health, hygiene, and safety reasons, certain categories of products are not eligible for return, refund, or exchange. These include:

  • Personal Care & Hygiene Products: Items such as skincare, grooming products, etc., once the seal is broken.

  • Consumable Products: Any food items, supplements, or other perishable goods.

  • Customized or Personalized Goods: Products that have been made to order or personalized specifically for you.

  • Products with Broken Seals: Any item where the manufacturer's packaging or seal has been opened or tampered with.

Please check the product description page for specific return information before making a purchase.

5. Refund Process

Once we receive your returned item, it will undergo a quality inspection by our team.

  • Inspection: We will verify the condition of the product and the reason for the return. This process may take up to 48-72 hours after the item reaches our facility.

  • Approval & Refund: If the return is approved, we will initiate the refund process.

    • Refund Method: The refund will be credited back to your original mode of payment (Credit/Debit Card, Net Banking, UPI). For Cash on Delivery (COD) orders, the refund will be processed to a bank account provided by you or as Feedmate wallet credit.

    • Refund Timeline: Please allow 10 working days for the refund to reflect in your account after it has been initiated.

6. Replacement & Exchange Policy

If the item you received is damaged, defective, or incorrect, you can request a replacement or an exchange, subject to availability.

  • Availability: A replacement with the exact same product will be shipped at no additional cost.

  • Out of Stock: If the item is out of stock, we will process a full refund as per our Refund Process.

7. Reporting Damaged or Defective Products

If you receive a damaged or defective product, you must notify us within 6 hours of delivery. Please provide clear photographic or video evidence of the damage, the packaging, and the shipping label. This proof is mandatory for us to process your claim effectively. You can send the details to our customer support at support@feedmate.shop

8. Return Shipping Costs

  • FeedMate's Responsibility: We will bear the cost of return shipping if the item was delivered damaged, defective, or incorrect.

  • Customer's Responsibility: For voluntary returns (e.g., you changed your mind), the customer will be responsible for bearing the return shipping costs. The cost may be deducted from the final refund amount.

9. Order Cancellations

  • Before Dispatch: You can cancel your order for a full refund at any time before it is dispatched from our warehouse.

  • After Dispatch: If the order has already been dispatched, you will not be able to cancel it. In such cases, please refuse to accept the delivery, or if accepted, the order will be treated as a return and will be subject to our standard return policy, including any applicable shipping charges.

10. Our Customer Experience Commitment

Your satisfaction is our priority. We aim to make the return and refund process simple and worry-free for all our customers across India. If you face any issues, please do not hesitate to contact our customer support team.

How to Initiate a Return: To start a return, please visit the 'My Orders' section of your FeedMate account or contact our Customer Support team at:

  • Email: support@feedmate.shop

11. Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising in relation to this policy shall be subject to the exclusive jurisdiction of the courts in City/State, India.

12. Modification of Policy

FeedMate reserves the right to modify or update this Return, Refund & Exchange Policy at any time without prior notice. The updated policy will be effective immediately upon being posted on our website.