Cancellation policy

Purchase Options Cancellation Policy

This policy applies to orders placed using purchase options (for example, recurring or scheduled orders, if available on our store). It explains when these orders can be cancelled or changed.

How to Request a Cancellation or Change

To request a cancellation or change, email woof@petz.ae and include:

• Order number
• Product name (and SKU, if available)
• Your request (cancel / pause / reschedule / change items)

Cancellation Window

• Before dispatch: You may request to cancel or change a purchase option order before it is dispatched.
• After dispatch: Once an order has been dispatched, it cannot be cancelled.

Refunds for Approved Cancellations

If your cancellation request is approved before dispatch, refunds are processed based on the original payment method:

• Credit/Debit card payments: Refund issued to the original card within 10 to 45 days, depending on your bank’s processing timelines.
• Cash payments: Store credit issued within 3 working days (where applicable).

After Delivery

If an order has already been dispatched and delivered, any eligible return request will be handled under our Return & Refund Policy. Please note that sale items are not eligible for return, exchange, or refund.

Contact

If you need help, email woof@petz.ae.