Return & Exchange Policy

We must be contacted via email on:  E-mail: support@petsonline.ae

We accept returns within 5 days following the receipt of your order. Next, you will receive an email back explaining the returns process. We will not accept returns outside of these time frames.

Please do not return items without notifying us via email.

Returned items must be undamaged, unworn, untampered with and sent back inside the original packaging with tags/labels included (if applicable). Any items returned to us not in its original condition or without its original packaging/labels (if applicable) or is dirty/stained or tampered with, or has signs of wear/odour/wrong identifications, will NOT be eligible for a refund.

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 the refund is approved, you will only be refunded for the product price and please note that we are unable to refund any shipping fees.

If approved, then your refund will be processed within 7 working days of receipt of the item and credit will automatically be refunded as store credit which you can see in the My Account Page and the value will be valid until 6 Months. The time it takes for you to receive your funds after it is processed depends on your payment facility.

Exchanges

We need to be notified via email of a request for an exchange within 2 days of receipt. We accept exchanges within 3 days following the receipt of your delivery. Requests received via email after this period are not accepted for an exchange. Shipping fees to send the item out again is paid for by the customer.

After making a request for an exchange, please wait for us to confirm approval of the exchange before returning the item.

You can only exchange for the same priced item or a higher priced item subject to stock availability.

To be eligible for an exchange your item MUST be unused and in its original packaging intact with all the tags still attached.

If you are waiting for an exchange we would need to receive the product first before we send your replacement, subject to stock availability.

Cancellations

Cancellations can be made within 24 hours of making an order provided that your order has not already been dispatched within this time. Any later, a cancellation will not be accepted as the order may be under the process of dispatch or be dispatched already.

Shipping

You will be responsible for paying shipping costs for all returned items.

Customers will need to pay an additional shipping fee for an exchanged item to be sent out.

We will not take responsibility for any incorrect address details provided or for the parcels not being claimed by the buyer.

The goods are your responsibility until they reach our shop so please make sure they are packed appropriately so that it will not get damaged in transit.

We also suggest that our customers use a tracked service to be eligible for compensation in case the courier loses the parcel. We cannot be held responsible for any lost parcels.

Late or missing refunds (if applicable)

If you have not received your refund, please contact your bank or payment provider to find out how long it takes them to process a refund.

If the number of working days have gone past and you still have not received your refund, please contact us at support@petsonline.ae with your order number.

If you have any further questions, feel free to contact us via our contact us page or at support@petsonline.ae

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