Our #1 priority is your full satisfaction with our pet shop’s products.
We can happily accept returns when all these criteria are met:
- When any aquarium or pet products were damaged before use
- When the purchase had been made within the last 14 days
- When you have proof of purchase (such as a receipt)
All returns should be returned to our store. However, if you can’t come to the store, we offer a pick-up service, with a fee of AE 30 (within UAE).
If you would like to enquire about a return, please contact our friendly customer service, with photographic demonstration of the product’s defectiveness or problem.
We may not accept returns for:
- Used items such as pet blankets, pet clothes, chew toys, or opened pet food products
- Items bought on sale
- Items that have been tampered with, or modified in any way
We take the safety and health of our customers’ pets very seriously. For this reason, we often can’t exchange or buy back used pet supplies- otherwise, that product could cause health concerns for the pet of the next customer.
Returns for electrical equipment
- If any electrical product has damage or leaking, it should be reported within 48 hours of delivery
- If the product has a warranty, we will examine the warranty. If it is found to be defective and within the legal parameters of the valid warranty, we will refund or exchange for equivalent value. If you choose a more expensive product, you will be charged the difference
Once a product has been sold, it cannot be exchanged except in these following circumstances:
- Products received are different from what is stated on the invoice; i.e. wrong goods are delivered
- If the product is found to be faulty
- If the product(s) received is wrong or faulty, there will be a one-to-one exchange for the same product. To exchange a product, please contact us within 3 days upon receiving the goods.
Local Exchange Policy
Exchange of product(s) will be arranged at PetStore.ae.
Overseas Exchange Policy
If the customer lives overseas, the customer has to provide photographic evidence of deficiency for the said product(s), and email it to the customer service at PetStore.ae for verification. PetStore.ae will send the replacement product(s) via mail, upon approval. Normal delivery lead time applies.
All products to be exchanged have to be returned to us in their original packaging & must be accompanied with the sales invoice with the date of purchase and a brief description of the fault of the product(s). Customer has to return the said faulty product(s) and bear the return freight charges.