the fine print, in plain words

Refund & Cancellation Policy

Last updated: 27 October 2026

If something isn't right, we'll make it right. Here's how cancellations, returns and refunds work.

Cancelling an order

• Before it ships: contact us and we'll cancel it and refund you in full.
• After it ships: it can't be cancelled, but you can return it once it arrives (see below).

Damaged, defective or wrong item

Tell us within 48 hours of delivery at hello@pencilandme.com or +91 63059 60750 (WhatsApp), with your order reference and photos (an unboxing video helps a lot). We'll send a free replacement or give you a full refund, including shipping. You won't pay anything to send it back.

Changed your mind?

You can return most items within 7 days of delivery if they're unused, in their original packaging, and with all tags. Please contact us first so we can share the return address. Return shipping is paid by you in this case.

What we can't take back

For your pet's health and safety, we can't accept returns of:

• opened grooming products (shampoos, foam baths and similar)
• toys, chews or scratchers that have been used by a pet
• custom-made or specially sourced items from a “Your Need” request, unless they arrive damaged or wrong

Refunds

• Once we approve your cancellation or receive and check your return, we start the refund within 2 working days.
• Refunds go back to your original payment method through Razorpay and usually reach you within 5–7 working days, depending on your bank.
• Shipping charges are refunded if the order is cancelled before dispatch, or if the item was damaged, defective or wrong.

Questions

hello@pencilandme.com · +91 63059 60750 (WhatsApp). We reply within 48 hours.