Exchanges, Returns & Refunds Policy

1. Size Chart & Size Exchanges

A Little Sizing Tip Before You Order! 🐾

Please always refer to our Size Chart and measure your pet before placing an order. We've included the Size Chart with every product, and you can also access it here if you missed it on the product page. 

The Size Chart contains essential tips and instructions on how to measure your pet correctly. Please read them before taking measurements. 

Still have even the slightest doubt? We're happy to help! WhatsApp us at +91 9873639599. Checking beforehand can help avoid the hassle of an exchange!
 

Need a Different Size?

We offer a one-time size exchange per item/order for eligible fit-related issues, requested within 3 days of delivery.

The product must be unused, unworn and unwashed, free from pet hair, odour, stains, marks and signs of use, with original tags, labels and packaging intact. Exchanges are subject to inspection and availability.

To request an exchange, email shop.prismotailes@gmail.com with your order ID, the item you'd like to exchange and the size you need. Please wait for our instructions before returning the product.

Shipping charges

• Return shipping: ₹99, paid by the customer.

• Replacement shipping: Covered by JOYT.
   

What If Your Preferred Size Is Unavailable?

You may choose another eligible product available when the exchange is confirmed:

• Same price: No additional payment.

• Higher price: Pay the difference.

• Lower price: The price difference will not be refunded or issued as store credit.

Choosing an alternative is voluntary. We'll confirm your selection and any price difference before finalising the exchange. If your chosen alternative becomes unavailable, you may select another eligible product. If no mutually agreed alternative is available, we'll discuss an appropriate resolution under applicable law.

Once your returned product reaches us, our warehouse team generally needs 2–4 business days to inspect it. We'll then update you on the outcome and next steps.

Products that don't meet our voluntary exchange conditions may not qualify for a size exchange. Your legal rights regarding defective, incorrect or otherwise non-conforming products remain unaffected.

 

2. Damaged, Defective or Incorrect Products

Oh no! That's not the experience we want you or your pet to have. ❤️

Please contact us within 48 hours of delivery at shop.prismotailes@gmail.com with your order ID, a brief description and clear photos or a video of the issue.

An unboxing video is helpful but not mandatory.

Depending on the circumstances, we may offer a replacement, exchange, repair where appropriate, refund or another remedy required by law.

Damage occurring after delivery due to accidental tearing, pulling, stretching, mishandling or improper use may not qualify as a manufacturing defect. We'll assess each case fairly. The 48-hour reporting window does not remove any statutory rights you may have.

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3. Sale & Clearance Products

Products purchased during sales, promotions or clearance events aren't eligible for voluntary size exchanges or change-of-mind returns unless the offer terms state otherwise.

Your legal rights regarding defective, damaged or incorrect products remain protected.

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4. Order Cancellations

Changed your mind? No worries! 😊 You can request cancellation within 2 hours of placing your order, provided it hasn't been dispatched. Please email shop.prismotailes@gmail.com as soon as possible.

JOYT may also cancel orders due to stock issues, pricing errors or other circumstances that prevent fulfilment.

If we've already received payment, we'll issue a full refund to your original payment method or via bank transfer/UPI, whichever is possible at the time. We'll contact you before initiating the refund.

Your rights under applicable consumer protection laws remain unaffected.

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5. Delivery Address & Undelivered Prepaid Orders

Please double-check your delivery address at checkout! You're responsible for providing the correct and complete details. JOYT isn't liable for parcels refused, unclaimed or undeliverable due to an incorrect address, subject to applicable law.

Prepaid Order Re-shipment

If delivery fails due to a customer-related issue — such as recipient being unavailable despite reasonable delivery attempts, as per the courier partner — we may offer one re-shipment attempt for ₹199.

• We'll confirm the fee, address and arrangements before collecting payment.

• Re-shipment will happen only after your confirmation and payment.

• If the re-shipment also fails due to a customer-related issue, the applicable delivery and re-shipment fees paid will be non-refundable, subject to applicable law.

If the delivery failure is attributable to JOYT or our courier partner, we'll review the circumstances and provide an appropriate resolution, including a refund where applicable.

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6. Exchange Re-shipment

For voluntary size exchanges, the customer pays ₹99 return shipping, while JOYT covers the shipping cost of the replacement product.

If the exchange parcel can't be delivered due to a customer-related issue — such as recipient being unavailable despite reasonable delivery attempts, as per the courier partner — we may offer one re-shipment attempt for ₹199.

• We'll confirm the fee and delivery address before collecting payment.

• Re-shipment will happen only after your confirmation and payment.

• If this attempt also fails due to a customer-related issue, both the original exchange fee and the re-shipment fee will be non-refundable, subject to applicable law.

If the failed delivery is attributable to JOYT or our courier partner, we'll review the situation and provide an appropriate resolution in line with applicable law.

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7. COD Orders: Cancellations, Refusals & Failed Deliveries

We offer Cash on Delivery (COD) without any advance payment. Please ensure your address is correct and someone is available to receive the parcel.

If a COD order is cancelled, refused, unclaimed or undeliverable, we'll review the circumstances and explain the available options in line with our disclosed terms and applicable law.

If delivery fails due to a customer-related issue, we'll review the situation and communicate the next steps. If the failure is attributable to JOYT or our courier partner, we'll provide an appropriate resolution, including a refund where applicable.

COD Refunds

Eligible COD refunds are generally processed via bank transfer or UPI. We'll contact you to collect the necessary details. If a refund is issued to the original payment method instead, we'll notify you.

For help with a COD order, email at shop.prismotailes@gmail.com with your order ID.

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8. Refunds

Refunds will be considered where provided for under this policy or required by law, including eligible cases involving defective, damaged or incorrect products, order cancellations by JOYT after payment, or delivery failures attributable to JOYT or our courier partner.

Once a refund is approved, we aim to initiate it within 7–10 business days, where operationally feasible. Applicable statutory deadlines take priority. Banks and payment providers may need additional time to reflect the amount.

If we need more information to assess your request, we'll contact you and explain what's required.

JOYT does not offer store credit as a refund or exchange method. Eligible monetary refunds will be handled in accordance with applicable law and the circumstances of the order.

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9. Contact & Customer Support 💌

Questions about sizing, exchanges, refunds or deliveries? We're happy to help!

Brand: JOYT | Joy Of Your Tails
Business: PRISMOTAILES LLP
Email: shop.prismotailes@gmail.com
WhatsApp: +91 9873639599
Instagram: @joyofyourtails

Please include your order ID when contacting us so we can assist you more efficiently.

 

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We're a small, hands-on team and personally attend to customer messages. We aim to acknowledge customer queries and complaints within 24–48 hours.

Formal consumer grievances will be acknowledged and addressed within applicable legal timelines, including acknowledgement within 48 hours and redressal within one month where required.

 

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Our Promise to You ❤️

Your pet is family, and we want your JOYT experience to feel that way. We'll do our best to keep you informed, explain your options clearly and handle every concern fairly.

Nothing in this policy excludes or restricts consumer rights or remedies that cannot legally be excluded or restricted.

 

 

Thank you for choosing JOYT. Here's to happier pets and wagging tails! 🐾

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With love,
Team JOYT

 

 

 

 

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Last updated: 21 October 2026

 

 

 

 

 

JOYT reserves the right to update this policy from time to time. Any revisions will be published on our website and will apply as stated in the updated policy. The version live on our website at the time of your order applies.