Refund Policy

1. Overview

We want you to feel confident supporting Mercie Animal Welfare Foundation through our cruelty-free products. This Refund Policy explains when refunds may be issued for purchases made on merciefoundation.org. It works together with our Cancellation Policy and Terms & Conditions.

2. Damaged, defective, or incorrect items

If you receive an item that is damaged, defective, or not what you ordered, contact us within 7 days of delivery with your order details and clear photographs of the issue. After verification, we will offer a replacement, store credit, or refund to the original payment method, as appropriate.

3. Change of mind

Because many items support mission-led fulfilment and inventory is limited, discretionary returns for “change of mind” may be accepted only when explicitly stated at checkout or in product-specific terms. Where accepted, items must be unused, with tags and packaging intact, and returned within the communicated window. Shipping costs for discretionary returns may be borne by the customer unless we agree otherwise.

4. Non-refundable cases

• Gift cards or digital vouchers once issued, unless required by law.
• Items marked final sale or non-returnable at purchase.
• Damage caused after delivery through misuse, alteration, or failure to follow care instructions.
• Free promotional items or samples unless defective.

5. Refund method & timing

Approved refunds are processed to the original payment method where technically possible. Depending on banks and payment partners (e.g. Razorpay), reflected settlement may take 5–14 business days after we initiate the refund. We are not responsible for delays caused by financial institutions.

6. Partial refunds

If only part of an order qualifies (for example, one item in a multi-item shipment), we may issue a partial refund or partial replacement consistent with this policy.

7. How to request a refund

Email merciefoundation@gmail.com or call +91 93732 23895 with your order ID, contact information, and a brief description of the issue. We will guide you through any required return shipment steps. Do not return items without our confirmation unless we instruct you to do so.

8. Consumer rights

Nothing in this policy limits statutory rights available to you under applicable consumer protection laws in India.