Exchange Policy

EXCHANGE POLICY

At Indihopshop, we want you and your pet to be happy with your purchase. To ensure a smooth and fair exchange process, please read the following policy carefully before requesting an exchange.

1. EXCHANGE ELIGIBILITY

We accept eligible exchange requests within 7 days from the date of delivery.

To qualify for an exchange:

  • The exchange request must be raised within 7 days of delivery.
  • The product must be unused, unworn and in its original condition.
  • The product must be returned with its original packaging, tags, labels and accessories, wherever applicable.
  • The product must be purchased directly from www.indihopshop.com.
  • Exchanges are subject to quality inspection and approval by our team.

An exchange authorization must be obtained from our customer support team before sending or handing over the product for exchange.

2. FREE EXCHANGES

We offer FREE exchanges in the following cases:

  • A genuine size issue with an eligible product.
  • The product received is damaged at the time of delivery.
  • The wrong product has been shipped by us.

Free exchange eligibility is subject to verification by our team.

3. PRODUCTS ELIGIBLE FOR EXCHANGE

Exchanges are available only for the following products/collections:

  • Personalized Dog Harness
  • Personalized Cat Harness 2.0
  • Pro Harness
  • Supreme Harness
  • Holy Paws Shoes

For all other products, please refer to the non-exchangeable products section below.

4. PRODUCTS NOT ELIGIBLE FOR EXCHANGE

We do not accept exchanges for the following products or collections:

  • Edible and perishable products, including food and treats
  • Winter Wear, including jackets, coats, blankets and mats
  • Dog Beds
  • Metal ID Tags
  • Pet Portraits
  • Personalized T-Shirts
  • Personalized Bandanas
  • Personalized Bowls
  • Personalized Raincoats
  • Personalized Stickers
  • Personalized Mugs
  • Personalized Bowls and Magnets
  • Personalized Collars
  • Toys
  • Grooming products and accessories
  • Training products
  • Collars, leashes and chains
  • Any other product not specifically listed

Paw Protectors:
Shoes and paw protectors are not eligible for free exchanges. However, a size exchange may be requested subject to availability and quality inspection.

For a size exchange, the customer must ship the product back to our office at their own cost. Once we receive and inspect the product and confirm that it meets the exchange conditions, we will dispatch the required size from our end.

Color changes are not permitted.

If the customer requests Indihopshop to arrange the reverse pickup, a reverse shipping fee of โ‚น149 will be charged.

5. WHAT IS NOT CONSIDERED A VALID EXCHANGE REASON

An exchange request will not be accepted in the following circumstances:

  • The request is raised after 7 days from delivery.
  • The product has been used, worn, washed, altered or modified.
  • The product has been damaged due to misuse, negligence, improper handling or overuse by the customer.
  • The product is returned without its original packaging, tags, labels or accessories, wherever applicable.
  • The original packaging is significantly damaged or missing.
  • The customer simply feels that the product quality is not suitable for their expectations, where there is no manufacturing defect or other eligible issue.
  • The customer has changed their mind or no longer wants the product.
  • The customer wants to change the color, design, pattern or variant.
  • The requested replacement is unavailable.
  • The product is not eligible for exchange under this policy.

6. NO REFUNDS

Indihopshop does not offer refunds for eligible exchange requests.

Where an exchange is approved, the resolution will be limited to an exchange for the same product, subject to availability.

A customer cannot request a refund instead of an approved exchange.

7. NO COLOR, DESIGN OR VARIANT CHANGES

Exchanges are strictly limited to resolving an eligible issue with the same product.

We do not allow exchanges for:

  • Different colors
  • Different designs
  • Different patterns
  • Different models
  • Different variants
  • Upgrades or downgrades to another product

For example, if a customer purchased a black harness, the exchange cannot be used to request a red harness.

8. ONE EXCHANGE PER ORDER

Each order is eligible for one exchange only.

Once an exchange has been completed, a second exchange for the same order/product will not be permitted.

9. EXCHANGE PROCESS

Step 1 โ€“ Contact Customer Support

If you wish to request an exchange, contact our customer support team within 7 days of receiving your order.

You can contact us through:

Email: support@indihopshop.com
WhatsApp: +91-9205740767

Please provide your order details and clearly explain the reason for the exchange.

Step 2 โ€“ Provide Video Proof

For size issues, defects, damage or incorrect products, you may be required to provide a short video or photographs clearly showing the issue.

This helps our team verify the concern and process your request faster.

Step 3 โ€“ Review & Approval

Our team will review the request and the supporting information provided.

If the request meets the exchange criteria, we will approve the exchange and provide you with the next steps.

Please do not ship the product back before receiving exchange authorization from our team.

Step 4 โ€“ Pack the Product

Once the exchange is approved, securely pack the product along with its original packaging, tags, labels and accessories, wherever applicable.

The product must be in unused and acceptable condition for the exchange to be processed.

Step 5 โ€“ Reverse Pickup / Return

For eligible exchanges where Indihopshop arranges the reverse pickup, the pickup will be scheduled and the applicable shipping charges, if any, will be communicated to you.

For shoes and paw protectors, if the customer chooses to ship the product back independently for a size exchange, the return shipping cost will be borne by the customer.

Step 6 โ€“ Quality Inspection

Once we receive the returned product, our team will inspect it to ensure that it meets the conditions mentioned in this policy.

If the product passes inspection, the replacement will be processed.

If the returned product does not meet the exchange conditions, the exchange request may be rejected.

Step 7 โ€“ Receive Your Replacement

Once the exchange is approved after inspection, we will dispatch the replacement product of the same product, in the required size, subject to availability.

10. DAMAGED OR WRONG PRODUCT RECEIVED

If you receive a product that is damaged or different from what you ordered, please contact us within 7 days of delivery.

For claims involving a product being missing, damaged or incorrect inside the shipment, we may require an unboxing video recorded at the time of opening the package.

The video should clearly show:

  • The sealed shipment/package
  • The opening of the package
  • The contents received
  • The product and its condition

This helps us investigate and verify the claim with our shipping and fulfillment teams.

Claims without sufficient proof may be subject to further verification before an exchange can be approved.

11. IMPORTANT CONDITIONS

  • Raising an exchange request does not automatically guarantee approval.
  • All exchanges are subject to product eligibility, availability and quality inspection.
  • Products returned without prior exchange authorization may not be accepted.
  • The replacement product will be shipped only after the returned product has been received and successfully inspected, wherever applicable.
  • Exchange requests cannot be used to change the product's color, design or variant.
  • An order can be exchanged only once.
  • No refunds will be provided in place of an eligible exchange.

12. CUSTOMER RESPONSIBILITY

Customers are requested to carefully check the size chart, product details and specifications before placing an order.

For products where size selection is required, choosing the correct size at the time of purchase is the customer's responsibility. Eligible size exchanges will be handled according to the terms of this policy.

13. FINAL DECISION

Indihopshop reserves the right to determine whether a product qualifies for exchange based on the eligibility criteria, supporting evidence and condition of the returned product.

Our goal is to keep the exchange process transparent, fair and convenient while ensuring that products returned to us meet the required condition.

For any questions regarding this policy, please contact:

Indihopshop Customer Support
๐Ÿ“ง support@indihopshop.com
๐Ÿ“ฑ WhatsApp: +91-9205740767

By placing an order with Indihopshop, the customer acknowledges and agrees to the terms of this Exchange Policy.