Need Help?

Get help from our experts

800-PETSTORE (73878673)
Icon Account
0 items

Returns & Exchange

We will be happy to return an item that have been incorrectly purchased within 7 days of purchase with payment proof (original receipt).

The item should be returned to us for evaluation at our head office in order to process your return, Kindly contact us at or our toll free number. If you request a pickup service for the items to be returned or exchange, a charge of 50 AED will be applied.

Once the product has been evaluated and is eligible for return, we will issue a store credit that you can use to order a replacement item or you can use on your next purchase. It will be valid for 6 months.

Products we can’t refund or exchange

Products we can’t process for return are listed below: 

  • -Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn).
  • -Items that have been assembled, used, altered or installed, unless defective.
  • -Frozen items.
  • -Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period.
  • -Items bought on sale.
  • -Personalized items.
  • -Seasonal merchandise such as Christmas, Valentines, Halloween and Easter items cannot be exchanges once the season is over.


Damaged or Defective items

If you receive a damaged or defective item, please email us within 7 days of purchase at with photographic proof of the item and a copy of the original receipt. We will either replace the broken parts if possible or send you a new item completely at our expense.