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If you would like to make a return / exchange, please get in touch with our Customer Service Team on customercare@pethaus.com or send us a what's app message on +971 55 1965 858. Please refer to our policies below.

 

Return / Exchange Policy:

  • 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.

 

We do not accept return / exchange for the following 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

 

We will refund you in case:

  • Items are out of stock.
  • The customer requested to cancel order and refund prior to delivery

 

Return Services & Refund (delivered items):

  • Once your request has been 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 services will be charged AED50 for orders within Dubai. 
  • Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return is approved.
  • If approved, the money will be refunded through gift vouchers or points in which you can use for payment on your next order.

 

Exchange:

  • We will happily refund or exchange any item that is damaged or that has been incorrectly purchased within 14 days of purchase and with proof of payment (i.e. your original order receipt).
  • If you find your product has a defect, please take the photographic evidence within 48 hours of receiving the damaged product & email us at customercare@pethaus.com
  • Product must be presented to us before we can proceed with our return policy.
  • 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.

 

Cancellation Policy & Refund (undelivered items):

  • Customers can cancel their order at any point unless the order has already out for delivery, in which case, please refer to our refund policy. If the purchase was made online, a refund will be made back to the customer’s credit card. Please allow for up to 45 days for the refund transfer to be completed - time of refund processing depends on the issuing bank of the credit card.
  • Full refund is only applicable for orders that are not out for delivery yet. 

 

Out of Stock Items:

  • Should any of the products you have ordered be out of stock, which can happen in case the supplier did not notify us in time to update our own stock inventory, refund will be processed through the payment channel. Please allow for up to 45 days for the refund transfer to be completed - time of refund processing depends on the issuing bank of the credit card. Alternatively, we can offer you an alternative product of the same or similar quality and design. If the alternative product is more expensive we will charge the additional balance accordingly. If the item is cheaper we will refund you the balance.
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