Refund policy

Exchange

We only exchange items if they have a manufacturing defect or damage. If you would like to exchange it for the same item, send us an email at Woof@petz.ae.

Return 

We make every effort to offer items that you will treasure forever, but we understand that sometimes this just isn't the case. You can return your products within 7 days from the date of delivery.

The product(s) must be in unused condition and in its original packaging to qualify for a return. All returns will be examined upon receipt to ensure that the item is in good condition (this is determined at our sole discretion). We cannot accept any used, broken, damaged, or altered products. Any products that do not meet these conditions will be returned to the sender. Unfortunately, we cannot accept an exchange or refund after 7 days of you receiving you purchase.

All shipping costs are nonrefundable, hence, will not be calculated in the refund amount. All return shipping costs are the responsibility of the customer. We can arrange for our courier to collect the return package for AED 30.00 which will be deducted from your refund. 

How to return your items

1. Register your return within seven days of receiving your order. You can do this by emailing us at woof@petz.ae with the subject title as return, with your order number, the reason for your return, and the product you would like to return. We will respond with a return number. Please do not return products without first registering them with us; if we receive packages without a return number, the return will not be processed.
2. Pack the products in the original box and add a note with the return number that was provided.
3. Remove any old labels and write the return address detailed below:

1. Once we have received the returned item you will receive a confirmation email.

Returns will be handled within seven working days from receiving the return. When your return is accepted, a refund will be issued. 

Items Not Accepted for Return

The following items cannot be exchanged or refunded:

• Sale items
• Customized items
• Food Products

We do not offer returns on items shipped outside the UAE.

Refunds

Refunds are calculated from the date the return is approved. If you have paid by cash then the refund will be in the form of store credit, issued within 3 working days. If you have paid by credit/debit card then the refund will be issued to your card, which will be processed within 10 to 45 days d on the issuing bank of the card.

Cancellation

You can cancel your order within 24 hours or before the order is dispatched. A refund will be made based on your original mode of payment.