Ares Traders Distributors

Last Updated: 01/04/2024

At Ares Traders Distributors (“we”, “our”, “us”), customer satisfaction is at the core of our business. We strive to ensure that every customer receives high‑quality pet products, pet food, and pet accessories in perfect condition. This Refund & Cancellation Policy outlines the terms under which cancellations, returns, and refunds may be requested and processed.

By placing an order with us, you acknowledge and agree to the terms described below.

1. Order Cancellation Policy

1.1 Cancellation Before Shipment

Customers may request cancellation of an order within 12 hours of placing it, provided the order has not yet been processed or shipped.

To request cancellation, please contact us immediately with:

  • Order number
  • Full name
  • Reason for cancellation

If the order has not entered the packing or dispatch stage, we will cancel it and issue a refund.

1.2 Cancellation After Shipment

Once an order has been shipped, it cannot be cancelled. Customers may still be eligible for a return or refund depending on the product category and condition (see sections below).

2. Return Policy

We accept returns under specific conditions to ensure product safety, hygiene, and quality.

2.1 Eligibility for Returns

A return may be accepted if:

  • The product is damaged or defective upon arrival
  • The wrong item was delivered
  • The product is expired or compromised (for pet food)
  • The product received does not match the description

2.2 Conditions for Accepting Returns

To qualify for a return:

  • The item must be unused and in its original packaging
  • All tags, labels, and seals must be intact
  • The product must be returned with proof of purchase
  • The return request must be submitted within 48 hours of delivery

2.3 Non‑Returnable Items

For safety and hygiene reasons, the following items cannot be returned:

  • Opened or partially used pet food
  • Used pet accessories (toys, grooming tools, bedding, etc.)
  • Products damaged due to misuse or improper handling
  • Items purchased during clearance or final‑sale promotions
  • Perishable or temperature‑sensitive items

3. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery.

You must provide:

  • Order number
  • Clear photos of the product and packaging
  • Description of the issue

Once verified, we will offer one of the following:

  • Replacement of the item
  • Store credit
  • Full refund

We reserve the right to request additional information or return of the product before processing a refund.

4. Refund Policy

4.1 Refund Approval

Refunds are approved only after:

  • The returned product is received and inspected
  • The issue is verified by our quality control team
  • The product meets the return eligibility criteria

4.2 Refund Method

Approved refunds will be issued to the original payment method used during purchase.

Refunds may take:

  • 7–14 business days to reflect, depending on your bank or payment provider

4.3 Partial Refunds

Partial refunds may be issued if:

  • Only part of the order is returned
  • The product shows minor signs of handling
  • Packaging is missing or damaged

The refund amount will be adjusted accordingly.

5. Exchange Policy

We offer exchanges only for:

  • Damaged items
  • Incorrect items
  • Defective products

Exchanges for size, color, or preference are not accepted unless explicitly stated.

6. Return Shipping Costs

6.1 When We Cover Return Shipping

We will cover return shipping costs if:

  • The product is defective
  • The wrong item was delivered
  • The product arrived damaged

6.2 When Customers Cover Return Shipping

Customers are responsible for return shipping costs if:

  • They change their mind
  • They ordered the wrong product
  • The product is no longer needed

Shipping fees are non‑refundable unless the return is due to our error.

7. Order Not Received

If your order has not arrived within the estimated delivery timeframe:

  • Contact us with your order number
  • We will coordinate with the courier to locate the package

If the package is confirmed lost, we will issue a replacement or refund.

8. Refusal of Delivery

If a customer refuses delivery without prior approval:

  • The order will be returned to us
  • Refunds will be issued after deducting shipping and handling charges

9. Fraudulent or Abusive Claims

Ares Traders Distributors reserves the right to:

  • Reject refund or return requests
  • Block accounts
  • Take legal action

in cases of suspected fraud, repeated misuse of the return policy, or abuse of promotional offers.

10. Policy Updates

We may update or modify this Refund & Cancellation Policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our website constitutes acceptance of the revised policy.

11. Contact Information

For cancellations, returns, or refund inquiries, please contact us: 📧 support@arestradersdistributors.com 📞 +919146467557 🕒 Support Hours: [Insert Hours]