At The Uae Pet Shop, customer satisfaction is a top priority. Please read our policy carefully to understand your rights and obligations regarding returns, replacements, and cancellations.

Returns & Replacements

We do not accept returns for products once sold. However, if you receive a wrong or manufacture defective item or damage up on delivery product or infested products, please notify us within 24 hours of delivery.

To report such an issue, contact us at:
Enq@theuaepetshop.com
+971 54 328 0858 (Available 08:00 AM – 09:30 PM, Monday to Saturday)

To help us process your request efficiently, we highly recommend recording a video during the unboxing process. Please ensure the receipt included in the package is clearly visible in the video. This helps us validate your claim and identify any damage caused by courier handling.

Non-Refundable & Non-Replaceable Cases

We are unable to offer refunds or replacements in the following scenarios:

  • Products such as food, toys, or healthcare items ordered incorrectly by the customer.
  • Delivery failures due to the recipient being unavailable or refusal to accept the delivery.
  • Damages caused due to misuse or mishandling of the product after delivery.

Order Cancellations

You may cancel your order and receive a full refund if the request is made at least 24 hours before the scheduled delivery time.

Cancellation is not permitted once the order has been dispatched from our warehouse.

Orders placed for special occasions (e.g., Eid, National Day, Islamic New Year) are non-cancellable due to limited-time offers and high demand.

Refund Timelines

Online Payments: Refunds will be issued through the original mode of payment and processed within 24 working hours. The amount typically reflects in your account within 5 to 7 business days, depending on your bank.

Offline Payments: Once bank details are provided by the customer, refunds will be processed and credited within 5 to 7 working days.

If we are unable to fulfil your order or provide a suitable replacement, we will notify you immediately and initiate a refund.

If you have any questions regarding our policy, feel free to contact us. Thank you for choosing The Uae Pet Shop.