Refund policy

RETURN & REFUND POLICY

Last updated: 29 September 2026

At GIGO, we want you and your cat to be happy with your order. This policy explains how cancellations, returns and refunds work for orders placed on www.gigo.co.in.

1. Order cancellation

1.1 You can cancel your order within 15 minutes of placing it, free of charge, for a full refund.

1.2 To cancel, email us at info@gigo.co.in or message us on +91 8957870037 with your order number. Requests received within the 15-minute window are cancelled and refunded in full, no questions asked.

1.3 After 15 minutes, your order enters processing. If it has not yet been dispatched, we will still try to cancel it for you — contact us and we will do our best. If the order has already been dispatched, you can refuse delivery or return it under Section 2.

1.4 We may cancel an order ourselves if an item is out of stock, if the delivery address is not serviceable, or if we suspect fraudulent activity. In these cases you receive a full refund.

2. Returns

2.1 You may return unused items within 15 days of receiving your order. The window is counted from the delivery date recorded by our courier partner.

2.2 Items must be unused, undamaged, and in their original packaging with all labels, inserts and accessories included.

2.3 Items received as part of a bundle, offer or free gift must be returned together with the bundle. If part of a bundle is not returned, we may deduct the value of the missing item from your refund.

3. What cannot be returned

3.1 For hygiene and safety reasons, we cannot accept returns of:

  • Opened bags of cat litter
  • Opened catnip, chew sticks, treats or any consumable item
  • Items that have been used, soiled, or damaged by your pet after delivery
  • Items marked "final sale" or sold as clearance stock

3.2 If an item in this section arrives damaged, defective, incorrect or spoiled, the exclusion does not apply — see Section 4. We will replace it or refund it in full.

4. Damaged, defective, wrong or missing items

4.1 If your order arrives damaged, incomplete or is not what you ordered, contact us within 48 hours of delivery with your order number and photographs of the item and packaging. If you discover a defect or a missing item later, contact us as soon as you notice — you are covered for the full 15-day window in Section 2.1.

4.2 Once we confirm the issue, you may choose a replacement or a full refund, including any shipping charges you paid. We arrange and pay for the return of the incorrect or damaged item.

5. Who pays for return shipping

5.1 GIGO pays for return shipping on all returns made under Section 2 and Section 4.

5.2 Where your pin code is serviceable for reverse pickup, we arrange the pickup with our courier partner at our cost. You only need to keep the item packed and ready.

5.3 Where reverse pickup is not available, you may ship the item back to us yourself. Send us the courier receipt, and we will reimburse the actual shipping cost to your bank account or UPI ID.

5.4 Please do not send items back before you have contacted us — we may not be able to identify your parcel or process the refund.

6. How to start a return

6.1 Contact us within the return window:

6.2 Send us your order number, the item(s) you want to return, and the reason for the return.

6.3 We will confirm within 2 business days whether your return is approved, and share the pickup or shipping instructions.

6.4 Pack the item securely in its original packaging, including all accessories.

7. Refunds

7.1 Once we receive the returned item and confirm it meets the conditions in this policy, we approve the refund.

7.2 Refund timelines:

Payment method Refund method Timeframe
UPI, card, net banking Back to the original payment method 5–7 business days after approval
Cash on Delivery Bank transfer or UPI to details you provide 5–7 business days after approval
Cancellation within 15 minutes Back to the original payment method 5–7 business days

7.3 Refunds include the price you paid for the returned item. Where the return is due to our error or a damaged item, shipping charges are refunded too.

7.4 Your bank, card issuer or UPI provider may take a few additional days to credit the amount after we process it. We'll share a refund reference so you can follow up.

7.5 We reserve the right to make a partial refund, or decline a refund, if the returned item is used, damaged, missing parts, or returned outside these terms. In that case we will explain our decision and offer to ship the item back to you.

8. Exchanges

8.1 We do not currently offer direct exchanges. To switch to a different product, return the original item under Section 2 for a refund and place a new order.

9. Failed or refused Cash on Delivery orders

9.1 If a COD parcel is refused at delivery or cannot be delivered because the address or phone number is incorrect, the order will be returned to us and your COD order will be closed.

9.2 Repeated refusals may lead us to restrict the Cash on Delivery option on future orders.

10. Lost or undelivered orders

10.1 If tracking shows no movement for 7 consecutive days, or your order is marked delivered but you have not received it, contact us. We will raise a trace with our courier partner and, where the parcel cannot be located, replace the order or refund you in full.

11. Customer support

11.1 For any question about this policy, a return or a refund:

11.2 We respond to every message within 48 business hours.

12. Changes to this policy

12.1 We may update this policy from time to time. The policy in force is the one published on this page at the time you placed your order, and it applies to that order.