Payment & Refund Policy

This Payment & Refund Policy governs payments made and refunds processed for orders placed on www.novipets.in (the “Website”). By placing an order and making a payment, you agree to the terms set out below. This Policy should be read together with our Terms & Conditions and Shipping Policy. 1. Advance Payment All orders on the Website are processed on an advance-payment basis only. Full payment must be made at the time of placing the order. We shall dispatch the product only after the payment has been successfully received and verified. No order will be processed, packed, or shipped against an unpaid, pending, or unverified payment. 2. Payment Methods Payments are accepted through the payment options made available on the Website, processed via secure third-party payment gateways. By making a payment, you also agree to the terms and conditions of the relevant payment gateway. We do not collect or store your complete card, UPI, or banking credentials on our systems. 3. Payment Confirmation and Failed / Stuck Transactions A transaction is treated as successful only upon receipt of confirmation from the payment gateway. In case a transaction appears stuck, on hold, or does not complete, please follow the steps below: • Wait for at least 15 (fifteen) minutes, as some transactions take time to reflect; • If the transaction is still not resolved, contact your bank or card-issuing company to check the status of the transaction and whether any amount has been debited; • If the issue still persists, contact us at the details provided in Section 7. We shall check the matter and update you within 24 (twenty-four) hours of receiving your email. If an amount has been debited from your account but the order is not confirmed on our Website, the amount is typically auto-reversed by your bank / payment gateway as per their standard timelines. Any such reversal is subject to the policies and timelines of your bank and the payment gateway, over which we have no control. 4. No Refund Except as Provided Once payment is successfully made and the order is confirmed, the payment is non-refundable, EXCEPT where a refund is expressly claimed and approved under the circumstances specified in our Terms & Conditions and Shipping Policy, namely: • The product delivered is damaged, defective, or leaking; • The product delivered is incorrect or different from what was ordered; • The product is expired at the time of delivery; • The delivery location is not serviceable and the order cannot be fulfilled (in which case any prepaid amount is refunded). Except in the above cases, no refund shall be provided for change of mind, incorrect details provided by you, or after the product has been dispatched/delivered in good condition. 5. Refund Process and Timelines Where a refund is approved under Section 4, it will be processed to the original payment method used at the time of purchase. The refund amount will be initiated by us within a reasonable time after approval of your claim. Once initiated, the time taken for the amount to reflect in your account depends on your bank and the payment gateway and is beyond our control. We will share confirmation of the refund initiation with you. 6. Order Cancellation Cancellation of a confirmed order is permitted only before the order has been dispatched. If a valid cancellation request is received and approved before dispatch, the amount paid will be refunded as per Section 5. Once the order has been dispatched, it cannot be cancelled and is subject only to the return conditions in our Terms & Conditions. 7. Contact for Payment / Refund Queries For any payment- or refund-related query, please contact: Grievance Officer: Divya Nair Email: connect@jpandassoc.in Phone: +91 88798 51598 Kindly include your order details and, where applicable, the transaction reference/UTR number to help us assist you faster.