سياسة الاسترداد

If you would like to make a return / exchange, please find below link and follow the steps to start the process.

Apply for Return Or Refund

Please refer to our policies below.

Returns

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 7 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.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable 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.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Any item that is returned more than 7 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, the money will be refunded through gift vouchers or points in which you can use for payment on your next order.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@thepetsclub.ae

We will NOT accept returns or exchanges for the following items (unless received damaged or spoilt):

Edible and perishable items like food, treats etc

Personalized products that are made to order

Beds, play pens, crates & carriers

Dog Toys & Cat Toys

Items purchased during sales

Face Masks

Dog Pads/Diapers

Medicines & Supplements

The customer is responsible for the cost of an item's return unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you

Shipping

To return your product, please email our support team at support@thepetsclub.ae for the shipping address and instructions.

You will be responsible for paying for your own shipping costs (Exchange) for returning your item. Shipping costs are non-refundable.

Depending on Emirates, the time it may take for your exchanged product to reach you, may vary.

Cancellation & Refunds (Undelivered Items)

Order Cancellation will be accepted any time 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

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@thepetsclub.ae