If you would like to make a return / exchange, please fill up the form and follow the steps to start the process. Please refer to our policies below.
Return / Exchange Policy
We will accept return / exchange requests for items that are unopened, unused, with the original tags still intact, with any proof of purchase (e.g. receipt/invoice, email confirmation, etc.), within 5 days from the date of receipt of your item. The product(s) must be in their original packaging, if applicable, in the same condition, it was received.
We do not accept return / exchange for the following items:
- Items on Sale
- Opened / Used Pet Treats & Pet Food Products
- Opened / Used Pet Healthcare Products
- Used / Damaged Pet Accessories
- Items without original tags or damaged tags
- Once your request has been approved, we will let you know the earliest possible date/time that we can arrange the product pick up.
- This service is free of charge unless you want to arrange an “urgent” return schedule.
- Urgent return services will be charged AED40 for orders within DubaiUrgent return services is not available for orders from other Emirates
In the unlikely event that you receive a damaged or defective item or wrong choice of product, we’re happy to exchange the item for a new one. Please fill up the form and follow the steps to start the process within 5 days from receiving your order.
Refunds (Delivered Items)
Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and is processing your request. We’ll follow up with another email once the request has been processed to let you know if your return is approved.
If approved, the money will be refunded through gift vouchers or points in which you can use for payment on your next order.
Cancellation & Refunds (Undelivered Items)
- Order Cancellation will be accepted anytime before the order has been dispatched. Customer will see the status of their order through their Account dashboard.
- Full refund is only applicable for orders that has not been dispatched for delivery.
- Refunds will be done only through the Original Mode of Payment. Please allow for up to 45days for the refund transfer to be completed.
We want to make sure you’re completely happy with your purchase. If there’s anything we can do to improve your experience, please contact us at [email protected]