If you need to request a return or exchange, please complete the form and follow the outlined steps to initiate the process. Kindly review our policies below before proceeding.

Return & Exchange Policy

We accept returns or exchanges for products that are unused, unopened, and in their original condition with intact tags. A valid proof of purchase (such as a receipt, invoice, or order confirmation email) is required. Requests must be made within 5 days of receiving the item. If applicable, the product should be returned in its original packaging, in the same condition it was delivered.

Non-Returnable & Non-Exchangeable Items:

Items purchased on sale or promotional offers

Opened or used pet food and pet treats

Opened or used pet healthcare products

Used or damaged pet accessories

Items without original tags or with damaged tags

Return services

Once your request is approved, we will provide the earliest available date and time for product pickup. This service is free of charge unless an urgent return is required.

Urgent return requests will incur a fee of AED 40 for orders within Dubai.

Urgent return service is not available for orders outside Dubai.

Exchanges

If you receive a defective, damaged, or incorrect item, we are happy to exchange it for a replacement.

Refunds (For Delivered Items)

Upon receiving your returned item, our team will review your request and inspect the product. You will receive an email confirming the receipt and processing of your return. Another follow-up email will inform you of the approval status.

If approved, refunds will be issued as store gift vouchers or reward points, which can be used for future purchases.

Cancellations & Refunds (For Undelivered Items)

Orders can be canceled anytime before dispatch. Order status can be tracked via your account dashboard.

A bank transaction fee will apply when processing a refund request.

Refunds will be processed using the original payment method. Please allow up to 45 days for the transaction to be completed.

We value your satisfaction and aim to provide the best shopping experience. For any inquiries or assistance, feel free to contact us at orders@petstoreuae.com.