Refund policy

At Perfekt, we aim to serve our customers to the best of our capabilities.

For products with manufacturing defects or those that have been damaged during transit

You are eligible for a free replacement.
You will have to report the same to us within 4 hours from receiving the product (as per the delivery date and time reported by the delivery partner).
Please keep videos/photos regarding the same to help close the issue faster.

For orders marked as delivered but not received

Raise a complaint with the respective shipper
Request a proof of delivery
The turn around time is 4-6 working days in such cases
If the fault is of the shipper then we will take the necessary steps to refund/replace the order for you at the earliest

Refund of shipping charges

Shipping charges are refunded only if the completion of delivery is taking longer than 10 days post the shipping timelines guide as on WhatsApp or our website.
For force majeure events such as floods, rains, earth quakes, disruptions of general public services, breakdown of vehicles etc, we are unable to refund shipping charges as these event are exceptions and cannot be accounted for.
No refunds are provided for orders with successful delivery attempts but have not been delivered due to receiver rejecting the delivery or not being available multiple times thus causing failure in delivery. We rely on the shipper data for this information and if you believe there is a mismatch please inform immediately so that we may take the necessary steps.
It is important that Customers provide accurate Shipping details which should include proper name, contact number, postal address, pin-code, and Landmarks (if any) to ensure proper and timely delivery. For cases where the order is returned to origin due to insufficient address/failure to answer calls by the shipper, we are unable to process any refunds as a successful delivery attempt has been made but could not be delivered due to recipient input/status.

Refund Charges:

We understand that you might want to get a refund for various reasons and within the purview of the terms of our service as long as it is possible we will definitely provide a refund.
For all orders where online payment has been made, 5.2% will be deducted on account of those charges that we bear such as platform charges for using website hosting etc, WhatsApp template charges which are based on every message sent, payment gateway charges that are not refunded even if the order is cancelled. We understand that it may be a slight inconvenience but when multiple orders stack up, it is a significant cost for the business and it ultimately hurts the low pricing that we strive to keep for all pet parents on board.
OTPs are sent by a number of couriers at the time of delivery for prepaid orders. This is sent to the number provided at the time of placing the order and once shipped we are unable to change the same. Delivery is provided only with the OTP. The only way for the phone number to change is for the food to come back to us and for us to re-ship to you. We understand the inconvenience caused but we are unable to provide refunds in such cases and the refund is limited to 70% of the order value not including the transaction charges deduction as mentioned above.

Additional Important Information:

We are unable to accept any returns once they are delivered to you due to food safety standards. No refunds will be provided too for delivered orders UNLESS there is manufacturing defects.
We provide multiple shipping options for you to choose from. You may upgrade your shipping choice within 1 hour of placing the order or before the dispatch is completed from our side.
Please note that, as with any other company, once we hand over the package to the shipper the responsibility of delivery rests on them. We provide backend support with regards to following up with your order to help you have a great experience with Perfekt.
You are advised to pick the Private (Express/DTDC/other) incase the delivery required is on an urgent basis. Delivery timelines are again as in WhatsApp for Express/DTDC/other.
Our standard shipping (default option) happens via IndiaPost and there are delays sometimes as with any other government office. You are advised to pick the Private (Express/DTDC/other) as the shipping option if you believe this will be an inconvenience in your order.

For ALL return/refunds/exchange requests

You can reach out to us via WhatsApp or write to us at hello@perfek.pet. We may ask you for product photos and/or videos to help expedite the process. You’re thus requested to keep everything intact.
All requests must be approved from our end before you ship the item/s back to us. We might reject claims in case the approval is not in place.
All items should be unused and returned with original packaging.
We will close the issue within 3 days of raising the issue with us and inform you via your preferred mode of communication regarding the same.
Refund may take up to 10 days depending on the banking partner or the mode of payment chosen once the refund request is approved. Refund request approvals/rejections take 2 working days.
You may be asked to provide your bank details for transactional purposes.
Subject to High Court of Telangana, Hyderabad only.
E & O.E