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Delivery, Cancellation, Return & Refund Policy

Effective Date: 01 January 2025

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At Whisk-a-Woof, operated by Callibo Ventures LLP, we prepare and dispatch every order with care. Because many of our products are perishable, custom, or prepared in limited batches, this policy explains how delivery, cancellations, returns, replacements, and refunds are handled.

By placing an order with us, you agree to this policy.

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1. Delivery Policy

We currently offer:

  • Fresh meals in Pune and Mumbai only

  • Other eligible products across India, subject to availability and serviceability

Order Processing

  • Orders placed on Sundays or public holidays may be processed on the next working day

  • Once your order is confirmed and payment is received, dispatch timelines may vary depending on the product ordered, stock availability, production schedule, and delivery location

  • Estimated timelines shared by us are indicative only and not guaranteed unless expressly stated

Fresh Meals

  • Fresh meal deliveries are currently available only within Pune and Mumbai

  • Delivery schedules for fresh meals may depend on meal prep cycles, route planning, and operational logistics

  • Customers will be informed of applicable delivery schedules wherever relevant

Pan-India Deliveries

  • Eligible non-perishable or shelf-stable items may be shipped across India

  • Delivery to certain remote, regulated, or low-serviceability areas may take longer than usual

  • We do not guarantee serviceability to all pin codes at all times

Customer Responsibility

You are responsible for:

  • providing a complete and accurate delivery address

  • providing a reachable phone number

  • being available to receive the order, or arranging someone to receive it on your behalf

  • checking the package on delivery

  • promptly storing perishable items as instructed

If delivery fails due to incorrect address, incomplete details, recipient unavailability, refusal to accept delivery, or failure to respond to the delivery partner, any re-delivery cost or resulting loss may be borne by the customer.

Tracking

Where tracking is available, tracking details may be shared once the order is dispatched.

For delivery-related queries, you may contact us at:

Email: info@whiskawoof.com
Phone / WhatsApp: 7030304723

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2. Cancellation Policy

Because many of our products and services are perishable, made to order, custom, or scheduled in advance, orders cannot usually be cancelled once confirmed.

When Cancellation May Be Considered

A cancellation request may be considered only if the order has not yet entered processing, preparation, packing, scheduling, or dispatch.

Cancellation requests may be made by contacting us with your order details. However, acceptance of such requests remains entirely at our discretion.

Orders That Cannot Be Cancelled

Once any of the following has occurred, cancellation will generally not be possible:

  • consultation has been scheduled or delivered

  • diet chart work has begun

  • custom plan work has begun

  • meals have entered procurement or preparation

  • products have been packed or dispatched

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3. Cancellations by Whisk-a-Woof

In rare cases, we may cancel or refuse an order due to reasons such as:

  • stock unavailability

  • serviceability limitations

  • pricing or listing errors

  • operational constraints

  • concerns regarding product suitability or order authenticity

  • unexpected logistics issues

If we cancel an order from our side after payment has been received, the eligible amount will be refunded to the original payment method.

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4. Return Policy

Because our products are often perishable, custom, or hygiene-sensitive, we do not accept routine returns.

Returns will not be accepted for:

  • perishable products

  • fresh meals

  • opened products

  • partially used products

  • customised plans or services

  • digital products

  • consultations already delivered

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5. Damage, Defect, or Incorrect Product Claims

If you receive an item that is:

  • damaged

  • defective

  • incorrect

  • materially compromised on arrival

you must notify us within 24 hours of delivery.

Claim Requirements

To assess the issue, you must provide:

  • a clear unboxing video showing the package condition and the product

  • order details

  • any additional photos or information requested by us

Claims raised without a proper unboxing video may be rejected.

Claims may also be rejected where:

  • the complaint is raised late

  • the product appears to have been mishandled after delivery

  • storage or handling instructions were not followed

  • the issue is based only on pet preference or change of mind

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6. Replacement Policy

If a claim is verified and we determine that the issue is genuine, we may offer a replacement, partial replacement, store credit, or another suitable resolution, depending on the nature of the issue and product availability.

If a replacement is approved, we will aim to process it within a reasonable period based on stock availability, prep schedule, and shipping timelines.

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7. Refund Policy

Unless otherwise required by law, refunds are not offered as a matter of routine.

A refund may be considered only in limited cases, such as:

  • verified damage

  • verified incorrect item sent by us

  • order cancelled by us after payment

  • replacement not possible for an approved claim

Refund Terms

  • Approved refunds will be processed to the original payment method where feasible

  • Timelines for the refund to reflect may depend on the payment gateway, bank, or financial institution

  • Shipping or delivery charges are generally non-refundable unless the issue was directly caused by us

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8. No Refund for Preference-Based Issues

We do not offer refunds, returns, or replacements for:

  • pet refusal or dislike

  • customer preference changes

  • mistaken orders placed by the customer

  • failure to read product details or feeding/storage instructions

  • delays caused by incorrect customer information or recipient unavailability

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9. Meal Subscription Pause Policy

For ongoing meal subscriptions:

  • pause requests must be made at least 15 days in advance

  • requests made after that may not be accommodated

  • no refund will be given for meals already procured, prepared, scheduled, or dispatched

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10. Failed Delivery or Refused Delivery

If an order cannot be delivered, is refused, or is delayed due to:

  • incorrect address

  • incomplete address

  • unreachable contact number

  • recipient unavailability

  • refusal to accept delivery

we reserve the right to:

  • charge re-delivery fees

  • deny refund

  • deduct applicable shipping, handling, return, or product loss costs where relevant

This is especially important for perishable goods.

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11. Contact Us

If you have any questions about your order, delivery, or an eligible claim, please contact:

Callibo Ventures LLP
Brand: Whisk-a-Woof
Address: Satin Hills, Bavdhan, Pune, Maharashtra, India
Email: info@whiskawoof.com
Phone / WhatsApp: 7030304723

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