Whilst we love that no items are returned, we do everything possible to ensure your customer experience is smooth. If you wish to return a product, please fill up the RMA form on https://www.petshopinuae.com/index.php?route=account/return/add, available on our webshop.
Please note we do not have a refund policy but will happily exchange the product with another product of equivalent or higher value. We will gladly exchange any item that is damaged upon delivery. It is the customers responsibility to check the product thoroughly upon delivery.
Physical products must be returned back before we can initiate the refund policy.
All exchanges particularly in electronics, toys, pet bedding or accessories should be done in person within 14 days from the date of purchase. We are open 7 days in a week and the product must be exchanged in the store it was originally purchased.
In the event the product is purchased online, the RMA procedure form will be needed on our webshop www.petshopinuae.com
In the event you are unable to visit the store to return the product, we can also offer pick up service within an applicable pick up fee of 50AED.
When we can not accept exchanges :
If the returned items do not match our quality procedure or our exchange policy, moreover, we are not responsible for any exchanges that may arise due to wear and tear of any products. Note, pet products do not hold any guarantees of indestructible, thus any pet behavior that may damage a product will not be entertained.
We will also not accept exchanges When ordered item is found altered/ tampered or used.
We will not accept exchanges when an item is bought on sale
All refunds will be made in the form of store credit/online credit via coupon codes. Credits or vouchers will only be applied to your account or can be redeemed in-store once the returned/damaged item has successfully validated by the team.
Electronic items, will be tested, by our technical team who need 24-48 hours, and if found to have a manufacturing defect, the exchange will be initiated. If the replacement product is not in stock, we will offer you similar product.
We will NOT replace or refund any item/product which is found used or tempered or bought on sale or does not meet our quality standards.
SHIPPING METHODS FEES/RATES
THE UAE: The minimum delivery order is Aed 99.
We deliver in: Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah & Al Ain
How it works:
- When you place an order, your order is transferred to our back office
- You are requested to confirm your order by replying to the confirmation email sent automatically by www.petshopinuae.com, once you have checked out. Please check your spam / junk email folder if you didn't receive this email.
- Once your order is confirmed, our team will prepare your order in the next hour to be ready for pick-up by our delivery agents
- Depending on the hour of your order and category of your item/s, your package is picked-up the same day or the morning after
- Depending on the hour of your order and category of your item/s, your package is then delivered the same day or the day after
For cash on delivery :
We will only accept cash on delivery for orders outside Dubai
For Credit Card on delivery :
We accept credit card payments only for deliveries made within Dubai, upon special request. Should we have our courier company deliver for you, only CASH, transactions will be made.
All Deliveries to THE UAE will be FREE OF COST, for orders above Aed 99. For orders below Aed 99, Aed 50 will be charged.
Our (shortest) delivery delay within Dubai : 24-48 hours after placing your order
Our (longest) delivery delay within Dubai : 48-72 hours after placing your order. In case your order isn't in stock, you will receive an email following your order to inform you of the delay estimated to get your items.
Even if our contract with our delivery partner strictly follows the delivery time and must result in your order being delivered between 12h to 72 hours, we cannot guarantee that your order will be delivered in this time period. Weather conditions, traffic jams, out of service areas or unforeseen circumstances could result in delays in delivery. In this case, you will be notified by an email or a phone call.
Feel free to contact us for any question at [email protected] or call any of our stores.