We will accept refund requests for unwanted delivered items that are unopened, unused, with the original tags still intact, with any proof of purchase (e.g. receipt/invoice, email confirmation, etc.), within 10 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.

Please note that there will not be refund on the following items:

• Frozen and Live Food Products
• Products on Sale
• Garments (cloths), toys or pet beds. Fleas, tick and ringworm are some of the problems that can be transferred from one animal to another through used items.
• Items that are returned worn, altered, damaged, dirty or otherwise in a condition where they can’t be resold can’t be refunded or exchanged.
• Opened / Used Products
• Items without original tags or damaged tags

In case you wish to get a refund for your purchased product, please send us an email (from your registered email) within 10 days from receiving your order to customercare@onlinepetshop.ae  mentioning in the subject “Refund Item”

Kindly include in your email

a)      Copy of your proof of purchase.
b)      Mention the product that you want to return for refund.
c)      The reason for returning the item.

Once your refund request will be approved, we will let you know the earliest possible date/time that we can arrange the product pick up.

Customer should pay the returned delivery of the unwanted items. Delivery fees will be notified to the Customer for approval and prior to proceed and should be paid by the Customer by the time of pick-up of the items.

Once the returned item will be received in our warehouse, our qualified team will check if can be accepted back in our inventory as per our Company Return Policy and they will notify to our office team their OK for the refund.
Refunds will be done only through the Original Mode of Payment.
If the purchase has been made online, a refund will be made back to the customer’s credit card. It may take at least 30 days for the refund to be transferred completely (depending on your credit/debit card refunds policies)

Any items paid for by cash or credit card machine on delivery, will be refunded within 7 days with online gift voucher which can be used for hassle free online shopping any time
Exchange (Damaged/Defective items)
In the unlikely event that you receive a damaged or defective item, we’re happy to exchange the item for a new one.
Please check the contents of your package on arrival. Should any items be damaged during shipment, it is important that you notify upon opening the package. Also, please keep all packaging materials from the shipment. Claims for damaged/defective delivered products should be done within 24 hours from the moment that you acknowledge the receipt of the goods, by sending us an email (from your registered email) to customercare@onlinepetshop.ae mentioning in the subject “Damage Item”

Kindly include in your email

a) Copy of your proof of purchase.
b) Mention the product that is damaged or defective
c) Send a prove (photo / video) showing the damages/defects

Once your return request will be approved, we will let you know the earliest possible date/time that we can arrange the product pick up.
This service is free of charge unless you want to arrange an “urgent” return schedule.
Urgent return fees will be notified to the Customer for approval and prior to proceed and should be paid by the Customer by the time of pick-up of the items.
Urgent return services are not available for orders from other Emirates