Cancellation, Exchange and Refund Policy

At Dr CATS, we carefully process and prepare every order after it is placed. Please read this policy before completing your purchase.

By placing an order through drcats.in, you agree to the cancellation, exchange and refund conditions stated below.

1. No Cancellation Policy

Once an order has been successfully placed, it cannot be cancelled under normal circumstances.

This policy applies to:

• Prepaid orders

• Cash-on-delivery orders

• Ready-made products

• Sale or discounted products

• Custom-sized products

• Altered or personalised products

Our team may begin order verification, packing, printing, alteration or production immediately after receiving the order. Therefore, cancellation requests cannot normally be accepted after order confirmation.

Dr CATS reserves the right to cancel an order when:

• The selected product is unavailable

• Payment verification fails

• The delivery address is incomplete or unserviceable

• Incorrect pricing or product information was displayed due to a technical error

• Fraudulent or suspicious activity is detected

• The order cannot be fulfilled for reasons beyond our control

When a prepaid order is cancelled by Dr CATS, the eligible amount will be refunded to the original payment method.

2. Exchange Policy

Dr CATS provides an exchange only when the delivered product is:

• Damaged

• Defective

• Different from the product ordered

• Different in size or colour from the confirmed order

• Missing an item included in the confirmed order

An exchange will not be approved only because the customer no longer wants the product, changes their preference or selects an incorrect size.

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

3. Exchange Request Time Limit

Exchange requests must be submitted within 48 hours of delivery.

Requests received after this period may not be accepted.

The delivery date recorded by the courier or logistics provider will normally be considered the official delivery date.

4. Conditions for Exchange

To qualify for an exchange, the product must be:

• Unused

• Unwashed

• Unworn, except for a basic fit check

• Unaltered

• Free from stains, odour, damage or signs of use

• Returned with the original tags attached

• Returned with the original packaging

• Accompanied by the invoice or order details

Products that do not meet these conditions may be returned to the customer without exchange.

5. Products Not Eligible for Exchange

The following products are normally not eligible for exchange:

• Custom-sized products

• Custom-stitched garments

• Altered or personalised products

• Products printed according to customer instructions

• Clearance products

• Final-sale products

• Products purchased under offers marked as non-exchangeable

• Products damaged after delivery

• Used, washed or altered products

• Products without tags or original packaging

• Products returned after the permitted request period

Minor colour variations caused by photography, lighting conditions, fabric batches or screen settings are not considered defects.

Minor measurement variations resulting from the garment cutting and stitching process will not normally qualify as defects.

Nothing in this policy limits remedies that customers are legally entitled to receive for defective, damaged, wrongly described or incorrectly supplied goods.

6. Custom-Size Orders

Customers placing custom-size orders must provide accurate measurements.

Measurements may include:

• Chest or bust

• Shoulder

• Garment length

• Sleeve length

• Waist

• Hip

• Shorts or pyjama length

• Preferred fit

Dr CATS will not be responsible for fit issues caused by incorrect, incomplete or unclear measurements provided by the customer.

Custom-sized, altered or personalised products cannot normally be cancelled, returned or exchanged after production has started.

However, we will review the request when:

• The product is damaged

• The wrong product is delivered

• The product materially differs from the confirmed custom measurements

• The product materially differs from the confirmed design or order details

7. Exchange Request Process

To request an exchange, contact Dr CATS within 48 hours of delivery.

Please provide:

• Customer name

• Order number

• Registered phone number

• Product name

• Reason for the exchange

• Clear photographs of the product

• Photograph of the shipping label

• Photograph of the original packaging

• An unpacking video, where available

For damaged, defective, missing or incorrect products, an uninterrupted unpacking video is strongly recommended because it helps us verify the condition of the parcel at the time of opening.

Contact Details

WhatsApp/Phone: +91 99944 99721
Email: drcats@gmail.com

After receiving the request, our team will review the information and communicate whether the exchange is approved.

Customers should not send a product back without receiving exchange approval and return instructions from Dr CATS.

8. Returning the Product

After approval, the customer must securely pack and send the product to the return address provided by our team.

The returned product should include:

• Original tags

• Original packaging

• Invoice or order information

• All accessories or items supplied with the product

Customers should use a trackable courier service and keep the courier receipt and tracking number until the exchange is completed.

Dr CATS will not be responsible for return parcels lost or damaged while being sent by the customer.

9. Inspection and Approval

After receiving the returned product, our team will inspect it.

The exchange will be completed only when the product satisfies the eligibility conditions stated in this policy.

Inspection may take approximately 2–5 working days after the returned product reaches us.

When approved, the replacement product will be processed based on availability.

10. Replacement Availability

The replacement product may be offered in:

• The same product and same size

• The same product in another available size

• The same product in another available colour

• Another product of an equivalent value

• A higher-value product after payment of the price difference

When the requested replacement is unavailable, Dr CATS may offer:

• Another available product

• Store credit

• A refund, where approved or legally required

The exact resolution will be communicated after inspection.

11. Shipping Charges

When an exchange is requested because the customer selected an incorrect size, colour or product:

• Return shipping charges must be paid by the customer

• Reshipping charges for the replacement product must also be paid by the customer

When the exchange is approved because Dr CATS delivered a damaged, defective or incorrect product, reasonable return and replacement shipping arrangements will be communicated by our team.

Any applicable shipping charge must be paid before the replacement is dispatched.

12. Refund Policy

Dr CATS primarily provides an exchange instead of a refund.

Refunds may be considered when:

• Dr CATS cancels a prepaid order

• The ordered product is unavailable

• An approved replacement is unavailable

• A duplicate payment is confirmed

• The wrong amount was collected

• A refund is required under applicable consumer law

Approved refunds will normally be processed to the original payment method.

Bank, card, UPI and payment-gateway processing times may vary. After the refund is initiated, it may take approximately 5–10 working days to appear in the customer’s account, depending on the payment provider.

Shipping charges, cash-on-delivery charges and other service fees may be non-refundable unless the order problem was caused by Dr CATS or a refund is legally required.

13. Cash-on-Delivery Orders

For eligible cash-on-delivery refunds, the customer may be required to provide:

• Account holder name

• Bank account number

• IFSC code

• UPI ID

• Copy of order confirmation

• Any other information needed to process the payment

The customer is responsible for providing accurate refund details.

Dr CATS will not be responsible for delays or failed transfers caused by incorrect bank or UPI information submitted by the customer.

14. Damaged or Tampered Parcel

Customers should inspect the external parcel before accepting delivery.

When the package appears visibly damaged, opened or tampered with:

• Take photographs before opening it

• Record an unpacking video

• Keep the shipping label and packaging

• Contact Dr CATS within 48 hours

Do not discard the packaging until the issue has been resolved.

15. Incorrect Delivery Information

Customers are responsible for providing a complete and accurate:

• Recipient name

• Delivery address

• PIN code

• Phone number

• Alternative contact number, where requested

When delivery fails because of incorrect or incomplete information, the customer may be required to pay additional shipping charges for re-dispatch.

An order returned to Dr CATS because the customer refused delivery or was repeatedly unavailable may not be eligible for cancellation or refund.

16. Order Refusal

Customers placing cash-on-delivery orders should accept the parcel unless there is a valid delivery issue.

Repeated refusal of confirmed orders may result in:

• Restriction of cash-on-delivery service

• Requirement for prepaid payment

• Suspension of the customer account

• Recovery of repeated shipping costs where legally permissible

17. Policy Changes

Dr CATS may update this policy to reflect changes in products, shipping methods, business operations or legal requirements.

The revised policy will be published on the website with an updated effective date.

Orders will generally be governed by the policy displayed at the time the order was placed.

18. Consumer Rights

This policy is intended to clearly explain the business’s cancellation, exchange and refund procedures. It does not remove remedies available to customers under applicable Indian consumer-protection law.

Indian e-commerce rules require sellers and e-commerce entities to clearly display information relating to returns, refunds, exchanges, warranties, delivery, payment methods and grievance redressal. They also prohibit unfair trade practices and require consumer complaints to be handled through an identified grievance mechanism. (Consumer Affairs)

19. Contact for Exchange Support

Dr CATS

WhatsApp/Phone: +91 99944 99721
Email: drcats@gmail.com
Address: No.4, Eswari Appartment, Vasatham Nagar, Tirupur – 641606, Tamil Nadu
Website: drcats.in

Support Information Required

When contacting us, please include:

• Your order number

• Product name

• Date of delivery

• Reason for contacting us

• Relevant photographs or video

Our team will review the request and provide the next steps.