Shipping, Exchange & Return Policy
Catering To Critters – Premium Nutrition & Care for Small Animals
Catering To Critters (CTC) - Comprehensive Sales and Service Policy
I. Product Quality, Defect Claims, and Expiry Policy
1. Manufacturing Defect Policy and Evidence Requirements
CTC functions strictly as a retailer. Our liability for product integrity is limited and requires comprehensive evidence from the customer.
a. Probiotic & Tube-Based Products (e.g., Benebac, Fiberflex)
* Definition of Defect: A defect is defined as a compromised physical seal, visible leakage, or a broken tube observed immediately upon receipt.
* Customer Obligation & Evidence: The customer must submit a claim, including the Order ID, clear photographic evidence, and a continuous, unedited video of the unboxing and inspection of the affected item, within 24 hours of delivery.
* CTC Discretion: Such defects are not CTC's responsibility as they fall under the manufacturer's quality control. Any resolution (refund, exchange, or store credit) is offered solely at the absolute discretion of CTC following a thorough internal review. Submitting a claim does not guarantee resolution.
b. Powder-Based Products (e.g., Critical Care, Digestive Supplements)
* Conditions for Escalation: A claim for quality deviation (e.g., foreign object, significant discoloration, unusual odor) is only valid if the original manufacturer's protective seal is demonstrably intact in the unboxing video evidence.
* Manufacturer Review: CTC will formally escalate the claim to the original manufacturer using the customer-provided evidence. The manufacturer's decision regarding the defect is final and binding.
* Resolution Timeline:CTC will not offer any immediate resolution. Refunds or exchanges will be initiated only after written confirmation is received from the manufacturer, a process that can take up to 30 business days or more.
2. Expiry Date & Clearance Policy
* Designation: Products with a remaining shelf-life of 60 days or less are categorized as "Clearance" and are clearly labeled on the product page and at checkout.
* Acceptance of Condition: By proceeding with the purchase of a Clearance item, the customer acknowledges and explicitly accepts the item's shortened shelf-life.
* Waiver of Claims: The customer irrevocably waives all rights to quality-based returns or refunds related solely to the product's proximity to its expiry date. Claims based on minor variations in consistency, texture, aroma, or color—which are common as a product approaches expiry—will not be entertained.
II. Shipping, Logistics, and Financial Policy
3. Detailed Shipping and Dispatch Timeline
* Processing Time: All orders require 2-3 business days for internal processing and verification.
* Dispatch Window: Processed orders are dispatched within 2–5 business days from the date of order placement, excluding Sundays and public holidays.
* Expedited Dispatch: Orders placed before 12:00 PM IST (Monday–Saturday) have a priority dispatch status and are typically shipped the same business day but this is not guaranteed.
* Courier Delays: CTC is not liable for delays caused by the courier partner, including but not limited to transit issues, incorrect delivery addresses provided by the customer, or localized strikes/calamities.
4. Payment, Invoicing, and Stock Reservation
* Payment Requirement: Full advance payment is mandatory for all orders. We do *not hold, reserve, or allocate stock* until payment is successfully processed.
* Invoicing & GST: A GST-compliant tax invoice is issued for every purchase. GST is non-negotiable and applicable to all goods and services as per Indian tax laws.
* Payment Methods: We *do not offer Cash on Delivery (COD), EMI, or partial payment schemes.
5. Packaging and Transit Risk
* Standard Protection: Products are packaged securely using multi-layer protection (bubble wrap, fillers, and corrugated cardboard boxes) to mitigate damage during normal transit conditions.
* Risk Transfer: CTC's responsibility for the package ends the moment it is handed over to the third-party courier partner. The risk of loss or damage transfers to the customer upon dispatch.
III. Exchange, Returns, and Refund Protocols**
6. Exchange Protocol and Conditions
Exchanges are conditional and strictly reviewed.
a. Valid Exchange Cases (Requires Proof)*
An exchange is considered *only* if the product is proven to be:
1. Wrong Item Shipped: (e.g., Cat food shipped instead of Rabbit food or Ordered X brand of treats and received Y brand).
2. Transit Damage:Significant, visible, and seal-breaking damage to the product container.
3. Expired:Product is delivered **after** its stated expiry date.
b. Strict Evidence Requirement for Exchange
For any of the above cases, the customer must submit:
* A clear, continuous, and unedited unboxing video that clearly shows the shipping label, the sealed box, and the damage/error occurring during the opening process.
* The claim must be filed within 48 hours of recorded delivery time.
* The item must be completely unused, unopened, and returned with its original intact inner and outer packaging.
c. Non-Eligible Exchange Cases (No Exceptions)
No exchange or refund will be granted for:
* Change of Mind.
* Pet Refusal: Your pet not consuming or disliking the product.
* Price Discrepancy:Finding a cheaper price post-purchase.
* Courier-Related Delays (once dispatched).
7. Returns and Refund Policy
Returns are generally not accepted due to the nature of consumable pet products. Refunds are processed only under specific, verified conditions.
a. Conditions for Refund Issuance
1. The order is successfully cancelled before the "Packed" or "Shipped" status is updated.
2. An item is permanently out of stock and cannot be fulfilled after payment.
3. A claim for Wrong Item, Transit Damage, or Expired Product is formally verified and accepted by the CTC internal team (per Section III.6).
b. Refund Method and Timeline
* Accepted refunds are processed back to the **original payment source** or issued as a **Store Credit**.
* The processing period is **5–7 business days** from the date of claim acceptance, after which the customer's bank may require an additional 3–5 days to reflect the credit.
IV. Conduct, Liability, and Legal Disclaimers
8. Responsibility and Emergency Disclaimer
* Customer Due Diligence:The customer is solely responsible for monitoring their pet's supply levels. Emergency supplies must be secured in advance.
* Waiver of Liability:CTC is explicitly not liable for any health deterioration, loss of life, or financial costs incurred by the customer due to courier delays, fulfillment schedules, logistics failures, or the customer’s lack of preparedness.
9. Refusal of Service and Account Termination
CTC reserves the right to permanently terminate service, block all future transactions, and refuse communication with any individual or entity that violates the terms below:
* Abusive Conduct: Verbal abuse, defamation, harassment, threats, or aggressive behavior toward CTC staff or affiliates (online or offline).
* Unreasonable Demands: Repeatedly insisting on delivery timelines faster than the stated policy or demanding policy exceptions without cause.
* Fraudulent Activity: Repeated frivolous claims, chargeback attempts without prior communication, or suspicion of fraudulent ordering patterns.
10. Policy Governing Law
This policy and all transactions are governed by the laws of India, and any disputes are subject to the exclusive jurisdiction of the courts in Kolkata, West Bengal, India.
By placing an order with Catering To Critters, you confirm that you have read, understood, and agreed to all the terms and conditions outlined in this comprehensive policy.