Refund policy

 

Exchange Policy

We only offer exchanges if an item has a manufacturing defect or arrives damaged. To request an exchange for the same product, please email us at woof@petz.ae with your order details and the issue.

Return Policy

We aim to deliver products you'll love, but if you’re not completely satisfied, please review our return policy below:

Return Window:
Returns are accepted only within One day from the date of purchase. After this period, no returns or refunds will be accepted.

Condition for Returns:
All returned products must be:

  • Unused, undamaged, and unaltered
  • In the original packaging

We will inspect all returned items upon receipt. Items failing to meet these conditions will not be eligible for a refund and will be returned to the sender.

Items Not Eligible for Returns:

The following products cannot be returned or refunded under any circumstances:

  • Animal crates and cages 
  • Sale items
  • Customized items
  • Food products
  • Items shipped outside the UAE

Shipping Fees:

Original shipping costs are non-refundable and will not be included in your refund. The customer is responsible for all return shipping costs. We can arrange courier pickup at your request for AED 30.00, which will be deducted from your refund.

How to Return an Item:

  1. Request a Return: Email woof@petz.ae within 2 days of your purchase date with:

    • Order number

    • Reason for return

    • Product details (name, SKU, quantity)

    We will provide you with a unique Return Number. Please note, returns sent without a valid Return Number will not be processed.

  2. Pack Your Item: Securely pack the product(s) in their original packaging, and clearly include the provided Return Number within the package.

  3. Ship Your Return: Once we receive and inspect your returned item(s), you will receive a confirmation email. Approved refunds will be processed within 7 working days from receiving your return.

Refund Policy:

Upon approval, refunds will be processed as follows:

  • Cash Payments: Store credit issued within 3 working days.
  • Credit/Debit Card Payments: Refund issued to your original card within 10 to 45 days, depending on your bank’s processing timelines.

Order Cancellation:

You may cancel your order at any time before it is dispatched. After dispatch, cancellation is no longer possible. Refunds for cancelled orders will be issued to your original payment method.

For additional assistance, please contact woof@petz.ae.