Want to return a product? Experience our hassle-free return policies.
What is our cancellation policy?
Cancellation before shipment: If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team at customerservice@emiratespetfood.com or call us at +971042693498 (Sunday to Thursday, 8AM to 5PM, and Saturday, 8AM to 12PM). In such cases, the order will be canceled, and the money will be refunded to you within 7-14 days after the cancellation request is duly processed by us.
How long do I have to return an item?
You have 7 days from the day of delivery to return any item that meets our return policy.
What is our return policy?
Thank you for shopping at Emirates Pet Food! We hope you enjoyed your experience! Emirates Pet Food offers its customers an ‘Easy return policy,’ wherein you can raise a return/refund request of a product within 7 days of its delivery. We also accept partial returns, where you can raise a return request for one or all products in your order.
We will refund any item(s) accompanied by original proof of purchase, such as your receipt or tax invoice.
The returned item(s) must be in good and unused condition, in its original sealed packaging, and with all paperwork, parts, and accessories that came along with it.
There may be some items for which returns may not be possible or a restocking fee may apply.
How will I get refunded for the canceled orders and how long will this process take?
In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request. In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
For payments made through credit/debit cards or net banking, the refund will be processed through your Emirates Pet Food Wallet within 24-48 business hours of us receiving the products back. This refund can be used for future purchases.
For cash on delivery transactions, the refund will be processed through your Emirates Pet Food Wallet within 24-48 business hours of us receiving the products back, which can be used for future purchases.
What if I used discount vouchers during the time of payment and I have to cancel my order?
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
Which are the items that cannot be returned?
Returns will not be accepted under the following conditions:
Product is damaged due to misuse/overuse.
Returned without original packaging, including price tags, labels, original packing, freebies, and other accessories, or if original packaging is damaged.
Serial Number is tampered with.
Product is used or altered.
Free product provided by the brand.
Categories not eligible for Return:
Customized products cannot be returned as they are available during select promotions and ordered on demand.
Brand-specified items that are not returnable. Please check the list on the product page.
Please note: For certain marketing campaigns or mega sale periods, special return/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
I have received a damaged or defective item/wrong product in my order. How should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate a return/refund within 7 business days of receiving the order:
Step 2: Provide us with your order ID details and your request to replace the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In case a replacement may not be available, we will refund you the amount in your Emirates Pet Food Wallet.
Can I return part of my order?
Yes. A return can be created at the item level, and if you have ordered multiple items, you can initiate a return/refund for any individual item.
How will I get refunded for the returned orders and how long will this process take?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
For payments made through credit/debit cards or net banking, the refund will be processed through your Emirates Pet Food Wallet within 24-48 business hours of us receiving the products back, which can be used for future purchases.
For cash on delivery transactions, the refund will be processed through your Emirates Pet Food Wallet within 24-48 business hours of us receiving the products back, which can be used for future purchases.
Will I get my VAT refunded when I return items?
The VAT amount will be included in your total refund amount. Make sure to show your proof of purchase—receipt or tax invoice—when returning your item(s).
Is there a cash on delivery charge?
We will charge an additional AED 10 for cash on delivery orders.
