Refund Policy
We're dedicated to ensuring both you and your furry friends are satisfied with your purchase. Our return policy is designed to make returns as easy and stress-free as possible. Whether it's a change of mind or a product issue, we’re here to help. Let's make sure your pet's happiness is never compromised! 🐾
Ready to dive into the details?
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 14 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.
- 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 14 days after delivery
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.
Once approved, your refund will be processed using the same payment method you used for the purchase.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us here . https://petshome.ae/contact-us
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
To return your product, please email our support via our contact us page https://petshome.ae/contact-us 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.
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
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 via https://petshome.ae/contact-us
