Shipping & Replacement Policy

Cherish Vetcare, a division of Tepals Formulations, is committed to providing quality veterinary healthcare products and a reliable shopping experience. This Shipping & Replacement Policy explains our order processing, shipping, and replacement terms.

1. Shipping Policy

• Orders are generally processed and dispatched within 1–3 business days after confirmation of the order.
• Delivery across India generally takes 5–10 business days, depending on the delivery location and courier service.
• Delivery timelines may vary due to courier availability, weather conditions, public holidays, remote locations, or other circumstances beyond our control.
• Once your order has been dispatched, tracking information may be shared with you through SMS, email, WhatsApp, or other available communication channels.
• Customers are responsible for providing accurate and complete shipping and contact information at the time of placing an order.

2. Replacement Policy

At Cherish Vetcare, we provide replacements only in cases where the product has been damaged, defective, or received in an incorrect condition due to an issue during packing or transportation.

We do not accept returns or replacements simply because a customer has changed their mind or no longer wishes to use the product.

Eligible Replacement Cases

A replacement request may be considered when:

• The product was received damaged.
• The product is defective or damaged due to transportation/handling.
• The wrong product was delivered.
• The product received is materially different from the product ordered.
• The package or product has been damaged before delivery.

Non-Eligible Replacement Cases

Replacement requests will generally not be accepted for:

• Change of mind or personal preference.
• Products that are no longer required by the customer.
• Products that have been opened or used, except where the issue itself is a manufacturing defect or damage that could not reasonably be identified before opening.
• Products damaged after delivery due to improper storage, handling, misuse, or negligence.
• Products without valid proof of purchase.
• Requests made after the applicable replacement period.
• Products returned without prior approval from Cherish Vetcare.

3. Replacement Window

Customers should inspect their order immediately after delivery.

Any damaged, defective, or incorrect product should be reported to us within 48 hours of delivery.

Replacement requests submitted after this period may not be accepted.

4. Proof Required for Damaged Products

For damaged or incorrect products, customers may be required to provide:

• Order ID or invoice
• Photographs of the product
• Photographs of the outer packaging
• Photographs showing the damage or defect
• Unboxing video, where available

For courier-related damage, customers are strongly advised to record an unboxing video at the time of opening the package. This can help us verify and process damage-related claims.

5. How to Request a Replacement

If you receive a damaged, defective, or incorrect product, please contact Cherish Vetcare before sending anything back.

Please provide your:

• Name
• Order ID
• Contact number
• Product name
• Description of the issue
• Relevant photographs/videos

Our support team will review the request and provide further instructions if the replacement request is approved.

Important: Do not send any product back without receiving prior confirmation from Cherish Vetcare.

6. Replacement Process

Once we receive the required information, our team may review the product condition and supporting photographs/videos.

If the replacement request is approved:

1. We will confirm the replacement request.
2. Where required, the damaged/incorrect product will be collected or you will be provided with return instructions.
3. After verification, a replacement product may be dispatched.
4. Replacement delivery will depend on product availability and courier service.

If the requested product is unavailable, Cherish Vetcare may provide an appropriate alternative or refund, subject to the circumstances and applicable terms.

7. Refunds

Cherish Vetcare primarily provides replacements for eligible damaged, defective, or incorrect products.

A refund may be considered only where a replacement is not reasonably possible, such as when the relevant product is unavailable, subject to our verification and approval.

Where a refund is approved, it will generally be processed to the original payment method. The time taken for the amount to appear in your account may vary depending on the payment gateway, bank, or financial institution.

8. Cancellation Policy

Orders may be cancelled before dispatch, subject to the status of the order.

Once an order has been dispatched, cancellation may not be possible.

If you wish to cancel an order, please contact us as soon as possible with your order details.

9. Incorrect Shipping Information

Customers are responsible for providing accurate shipping details, including:

• Name
• Complete delivery address
• PIN code
• Mobile number
• Email address, where applicable

Cherish Vetcare will not be responsible for delivery delays or failed deliveries resulting from incorrect, incomplete, or inaccurate information provided by the customer.

Additional shipping charges may apply for re-dispatch in certain circumstances.

10. Delivery Issues

If your order shows as delivered but you have not received it, or if there is a significant delivery issue, please contact us as soon as possible.

We may coordinate with the relevant courier or logistics partner to investigate the issue.

11. Contact Us

For questions or requests regarding shipping, damaged products, defective products, incorrect deliveries, or replacements, please contact:

Cherish Vetcare
A Division of Tepals Formulations

Customer Support: Please use the contact number provided on our website.
Email: Please use the official email address listed on our Contact Us page.

Our team will review your request and assist you according to this Shipping & Replacement Policy.