Return & Refund Policy

Please read our return, cancellation, and refund terms carefully.

Return & Refund Policy – Tom & Tommy

At Tom & Tommy, we aim to provide a smooth and reliable shopping experience for all our customers. This Return & Refund Policy explains the terms related to returns, cancellations, exchanges, and refunds for products purchased through our platform.

1. Return Eligibility

Most products available on the Tom & Tommy platform are eligible for return, subject to the conditions mentioned below.

Customers are advised to review the product details carefully before placing an order to confirm whether the item is returnable.

To qualify for a return:

• The item must be unused and in the same condition as received
• Original tags, labels, and packaging must be intact
• Proof of purchase (digital or physical invoice) must be provided

2. Non-Returnable Products

Returns, exchanges, or refunds will not be accepted for the following categories unless the product is received damaged, defective, expired, or incorrect:

• Food & Treats
• Bedding, Mats & Travel Supplies
• Cat Litter
• Health & Wellness Products
• Grooming Products & Grooming Supplies
• Bowls & Feeders
• Toys

Additionally, products sold in combo packs or bundles are not eligible for partial returns.

For example, if a combo product contains 12 units and only 11 remain unopened, those units cannot be returned separately.

3. How to Request a Return

To initiate a return, exchange, or refund request, customers may contact our support team through:

Email: tomandtommyofficial@gmail.com

Phone: 100000

Our support team will assist you with the return process and provide the necessary instructions.

4. Order Cancellation

Customers may cancel an order at any time before the item has been dispatched.

To cancel an order, please contact us through:

Email: tomandtommyofficial@gmail.com

Phone: -572-3575

Tom & Tommy reserves the right to cancel any order at its sole discretion. Customers will be informed through email or SMS if such cancellation occurs.

Orders may also be cancelled in cases where:

• Ordered quantities exceed standard individual consumption limits
• Fraudulent or commercial misuse is suspected
• Product availability issues arise

5. Damaged, Defective, or Incorrect Products

Please inspect your order immediately upon delivery.

If you receive:

• A damaged item
• A defective product
• An incorrect item
• A shipment lost during transit

Please contact us within 10 days of receiving the order so we can review the issue and provide a suitable resolution.

6. Refund Policy

Once the returned product is received and inspected by our team, customers will be notified regarding approval or rejection of the refund request.

If approved:

• Refunds will be processed to the original payment method
• Refunds are generally completed within 7 working days
• Processing timelines may vary depending on the customer’s bank or payment provider

For cancelled orders, eligible refund amounts will also be credited to the original payment method.

7. Shipping Cost Refunds

Tom & Tommy will bear the return shipping cost for approved returns.

Customers who incur return shipping expenses may contact our support team to request reimbursement, subject to verification.

8. Teleconsultation Appointment Cancellation

Customers may cancel a veterinary teleconsultation appointment up to 1 hour before the scheduled appointment time.

In rare and unavoidable circumstances, if a veterinarian or consultant is unable to attend the scheduled appointment:

• Customers will be informed in advance wherever possible
• Customers may choose to reschedule the appointment
• Customers may request a full refund

If a teleconsultation appointment is cancelled at least 1 hour prior to the scheduled time, the paid amount will be refunded to the original payment method.

If the customer fails to attend the appointment without prior cancellation, no refund will be issued.

9. Contact Us

For any questions related to returns, cancellations, exchanges, or refunds, please contact:

Email: tomandtommyofficial@gmail.com

Phone:  +(91) 9203517365