Return, Replacement and Refunds Policy of the Pack Store
Last Updated: 21 July 2025
We are pet parents too, so we know how important it is that your order arrives on time and in the right condition. If something goes wrong, we promise you to make it right quickly and easily as per the policy shared below.
Quick Summary
For any return or replacement queries, please contact us within 48 hours of delivery. After 48 hours, we may not able to help you with such queries because of product safety considerations - especially for food & health supplement products.
Email/WhatsApp: support@thePack.in | +91 77604 38098
Self serve: Please log into your thePack.in profile. Once you login with your registered mobile number, you can scroll to the relevant order number. Click on Track Order -> Raise Return/Refund request. In summary, please go to
thePack.in Profile -> Track Order -> Raise Return/Refund Request
Eligibility for Replacement or Refund
Our policy is to replace, refund or issue Pack Store credits for any order where one of the below issues are reported along with verifiable proof (including photos, videos or any other relavent detail), within 48 hours of delivery.
1. Product is damaged during shipping
Example: Broken seal, cap doesn't close properly, leaking bottle, torn treat pouches or any other damage to the product that makes it unsafe for use.
What we will do: Send a free replacement or refund your money/ issue store credit if we are out of stock.
2. You received expired products
Example: You receive products that are past their printed expiry date or have less than 15 days of shelf life remaining when delivered to you.
What we will do: We will send a free replacement product or refund your money/ issue store credit if we are out of stock.
3. Wrong item received
Example: You ordered Product A but received Product B instead.
What we will do: We will send the correct product for free or refund your money/ issue store credit if we are out of stock.
4. Missing items in your order
Example: Only some of your ordered items were delivered, or less than the ordered quantity was delivered.
What we will do: We will send you the missing items for free or refund your money/ issue store credit if we are out of stock.
5. Quality Concerns
Example: You received products that are discoloured, smelling foul, has clumping oil, or any other form of safety or quality issues.
What we will do: We take quality concerns very seriously. Once verified we will send you an immediate replacement free of cost or issue a refund / store credits. Please make sure to share any and all evidence along with your complaint.
What is NOT ELIGIBLE for Replacement or Refund Requests.
- Product that has reached you in a safe condition, quality meets the required national standards and functions as expected.
- Edible and perishable items such as food, treats, chews and health supplements whose seal/packet has been opened; unless there is verified safety or quality related issue.
- Products without visual proof of the damage, functional issues or quality concerns.
- Products for which Return, Replacement or Refund is requested after 48 hours of delivery.
How to raise a Return, Replacement or Refund request on the Pack Store
To raise a return, replacement or refund request, please follow any one of the following methods -
1. Email us directly on support@thePack.in or text us on WhatsApp at +91 77604 38098
Please make sure to include the following details in your email -
- Order Number
- Clear photos of the outer box + inner packaging + product label (with batch number/expiry visible)
- Close-up of the area on the product where there is an issue.
- Short description of the problem you are facing with the product.
TIP: An unboxing video (opening the sealed delivery package) speeds up the resolution time at our end - especially for items that are damaged or missing from your parcel.
2. Raise a Request from your thePack.in profile
Please log into your thePack.in profile. Once you login with your registered mobile number, you can scroll to the relevant order number. Click on Track Order -> Raise Return/Refund request. To summarise, please go to -
please go to
thePack.in Profile -> Track Order -> Raise Return/Refund Request
Once you have raised your request you can send the following details over WhatsApp or Email -
- Order Number
- Clear photos of the outer box + inner packaging + product label (with batch number/expiry visible)
- Close-up of the area on the product where there is an issue.
- Short description of the problem you are facing with the product.
Once you have raised a request, our team will get in touch with you within 24 hours for a speedy resoluton.
How we process your Refund
If your claim is approved and a replacement is not possible, our team will give you the option to choose one of the following methods for refund:
- Store Credit - Instant credit of the equivalent amount into your Pack Store account. You can use it for any future purchase.
- Refund to your account - Will be initiated within 1 business day after request approval. To be done via Bank Transfer, amount should reflect in your account within 2-3 days of request being approved.
- COD Orders: We'll request your bank details to process refund electronically within 2-3 business days. We won't be able to issue cash refunds.
What to do if your order is marked as "Delivered" but has still not reached you
If the tracking page is showing that your order is DELIVERED but you still haven't received it, here's what we recommend:
- Please wait for 3-4 hours - Sometimes delivery updates are shared when the product has left the courier partner's warehouse, meaning the delivery executive may be on their way to your address. Please wait for a few hours before flagging the issue.
- Check with your neighbours, building security, family members, reception desk or any other place or anyone else who may have collected the order on your behalf.
- Please re-verify your delivery address in the order to confirm that you are expecting delivery in the correct location.
- Contact Us: If you still cannot locate your order, please reach out to us via any of the above mentioned channels. We'll check with the delivery partner and investigate further if needed to resolve the issue.
Order Cancellation Policy
We do not currently allow for orders to be cancelled once paid for on the Pack Store. This is due to operational restrictions at our end. We are working on implementing a cancellation policy soon.
Have feedback or need more help?
thePack team is always here to help you if you are struggling with an issue.
Please write to us directly on support@thePack.in or WhatsApp us on +91 77604 38098 for any other query/concern that you may have regarding returns, replacement, refund or cancellation of your order.
You can also contact us anytime by filling out the Contact Us form