REFUND, RETURN AND EXCHANGE POLICY
Effective Date: 31 July 2026
Website: www.dwiggy.in/
No-Return Policy
Dwiggy Kennel Kitchen LLP follows a no-return policy. Since our products are edible, perishable and intended for pet consumption, products cannot be returned after they have been delivered.
Please review the product description, ingredients, allergen information, quantity, flavour and customisation details carefully before placing an order.
If your order is damaged during transportation, incorrectly supplied or has another product-related issue, please contact us at dwiggykennelkitchenllp@gmail.com or +91 92899 40916. We will review the concern and determine an appropriate solution based on the circumstances.
For all return, refund or order-related questions, you may contact our customer support team at any time.
Damaged Products and Delivery Issues
We take reasonable care while preparing, packing and dispatching our products. However, pet biscuits, cookies, treats and other bakery products may occasionally crack, crumble or break during transportation.
Our biscuits and cookies may be prepared with a softer or slightly chewy texture rather than being extremely hard. Because of this, some breakage may occur during shipping despite secure packaging.
Minor breakage, crumbling or changes in the appearance of treats during shipping will not ordinarily qualify for a refund, replacement or return, provided that the product remains safe and suitable for consumption.
By placing an order for delivery, you acknowledge and accept the possibility of minor breakage during transportation.
A complaint may be considered where the product:
- is substantially damaged;
- appears spoiled or contaminated;
- is leaking or has damaged packaging;
- has been tampered with;
- is different from the product ordered;
- is missing from the order; or
- is otherwise unsafe or unsuitable for consumption.
To report an issue, please contact us as soon as reasonably possible after delivery and provide:
- your order number;
- your registered name and contact details;
- clear photographs or videos of the product;
- photographs of the outer packaging and shipping label;
- the batch number or best-before date, where available; and
- a short description of the issue.
The product and its original packaging should be retained until the complaint has been reviewed, unless retaining the product would be unsafe.
Non-Returnable Products
All bakery goods, pet treats, cakes, meal products, customised products and other edible items are non-returnable because they are food products and may be perishable, temperature-sensitive or prepared specifically for an individual order.
Returns will not be accepted where:
- the pet does not like the taste or texture;
- the customer changes their mind after delivery;
- a disclosed ingredient or allergen was overlooked;
- the product was not stored or handled according to the instructions;
- the product was fed after its recommended consumption period;
- the order was delivered according to the information provided by the customer;
- a customised product has minor differences in colour, decoration, lettering, shape or appearance;
- the product contains minor breakage caused during transportation; or
- the customer refuses delivery without a valid product-related reason.
Sale items, promotional items, gift cards, vouchers and store credits are also non-returnable and non-refundable unless otherwise required under applicable law.
If an order does not meet your expectations, please contact us at dwiggykennelkitchenllp@gmail.com so that we can review the concern and determine whether an appropriate resolution is available.
Customised and Perishable Orders
Customised cakes, personalised treats, celebration boxes, special recipes, name decorations and other made-to-order products cannot be cancelled, returned or refunded once preparation has started.
Minor differences in colour, decoration, shape, lettering, design placement or presentation may occur because products are handmade. Such differences will not ordinarily be treated as defects.
Perishable or freshly prepared products cannot be returned after delivery due to hygiene, health and food-safety considerations.
Exchanges
Dwiggy Kennel Kitchen LLP does not generally offer exchanges where a customer is dissatisfied with the flavour, texture, colour, appearance, size or personal preference relating to a product.
An exchange or replacement may be considered only where the product delivered is incorrect, materially defective, unsafe, spoiled or substantially damaged.
Any replacement will be subject to verification of the complaint, availability of the product and the nature of the issue.
Refunds
Dwiggy Kennel Kitchen LLP does not ordinarily offer refunds for delivered food products, pet treats, bakery goods, customised orders or other perishable items.
Where there is a genuine problem with an order, please contact us at dwiggykennelkitchenllp@gmail.com or +91 92899 40916. We will evaluate the issue and may, depending on the circumstances, offer one of the following:
- replacement of the affected product;
- store credit;
- partial refund;
- full refund; or
- another reasonable solution.
The resolution offered will depend on the nature of the complaint, the evidence provided, the condition of the product and applicable consumer protection requirements.
Where a refund is approved, it will ordinarily be processed through the original payment method. The time required for the refund to appear in the customer’s account may depend on the bank, card issuer, payment gateway or payment service provider.
Shipping charges, handling charges and convenience fees may not be refundable unless the entire order is cancelled by Dwiggy or the refund is required under applicable law.
Order Cancellations
An order may be cancelled before preparation begins by contacting us immediately.
Cancellation cannot be guaranteed once:
- preparation of the order has started;
- ingredients have been procured specifically for the order;
- a customised product has entered production;
- the product has been packed; or
- The order has been dispatched.
If Dwiggy cancels a prepaid order because of product unavailability, delivery restrictions or another reason attributable to Dwiggy, the applicable amount will ordinarily be refunded to the original payment method.
Incorrect Delivery Information
Dwiggy will not be responsible for failed delivery, delay, spoilage or loss caused by an incorrect address, incomplete delivery instructions, incorrect telephone number, customer unavailability or refusal to accept the order.
Where redelivery is possible, the customer may be required to pay additional delivery charges.
Perishable or customised products may not be eligible for refund where delivery fails because of incorrect or incomplete information provided by the customer.
Contact Information
For questions, complaints or concerns relating to returns, refunds, exchanges, damaged products or order cancellations, please contact:
Dwiggy Kennel Kitchen LLP
E2-333, Ambedkar Nagar
New Delhi – 110062, India
Website: www.dwiggy.in/
Email: dwiggykennelkitchenllp@gmail.com
Contact Number: +91 92899 40916
Customer Support Hours: 24 hours a day, seven days a week
Nothing in this policy restricts any rights or remedies available to customers under applicable consumer protection law.