Return and Refund Policy
Thanks for shopping with us.
We appreciate the fact that you like to buy the stuff we build. We also want to make sure you have a rewarding experience while you’re exploring, evaluating, and purchasing our products. As with any shopping experience, there are terms and conditions that apply to transactions at our company. The main thing to remember is that by placing an order or making a purchase from us, you agree to the terms and conditions along with our Privacy Policy. If, for any reason, you are not completely satisfied with any goods that we provide, don’t hesitate to contact us and we will discuss any of the issues you are going through with our products.
Under what conditions can I return/ replace my product?
- Wrong product delivered
- Expired product delivered
- Damaged product/defective product delivered or damaged packaging
Please make sure to intimate us of the above-mentioned conditions with pictures within 48 hours from the date of delivery.
Under what conditions return/replacement requests will not be accepted?
- In the event that the item is non-returnable, we would definitely hear your issue and try to solve it. But the sole decision whether to accept the return or not lies with Petopia.
If such is the case, Petopia may impose a return charge, which would be equal to the shipping cost required to arrange the return. Before approving the return or exchange, this would be explained to you at the time of processing the return request.
The returns or exchanges will not be accepted in the following circumstances:
- Used/ altered products.
- Original packaging/labels missing.
- The return/ replacement request is generated after 7 days from the date of delivery.
- Not notifying & not sharing the images/vidoes of the defective products within 48 hours from the time of delivery
In case the product for exchange is unavailable, store credit is going to be offered.
NOTE : Dog shoes and clothes are non-refundable and non-exchangeable. For any queries, you can contact our customer support team and we will find the best solution to your problem.
RETURN ELIGIBILITY
- Edible and perishable items like food, treats, supplements.
- Any personalised product, personalised engraved identification tags.
- Bedding, mats, beds, sofa, blankets,
- Cat/Dog litter, trays, toys, & accessories
- Cat furniture and scratchers
- Grooming Products
- Leashes & Harness
Please note the list above isn't comprehensive. There could also be other individual products like food, toys, grooming, collars, leashes, clothes, treats, supplements, and bowls & feeders that are non-returnable unless damaged. Product pages describe better whether a product is returnable or not.
When can I be denied refund/exchange?
Please be aware that there will be no refund given to you or an exchange of the product if we get an item without the original packing or if it is received broken, unclean, or worn (unless defective). Alternatively, you'll have the choice of getting the item shipped back to you at your own cost, otherwise, it will be donated.
This will be decided after the goods are delivered to the Petopia warehouse for inspection.
Cancellation of Orders
If you have placed an order and decide to cancel it before the shipment is sent, please contact our customer support team or drop us a mail. Please be aware that we will not be able to cancel an order after it has been shipped. Alternatively, you will have the option of accepting the delivery or rejecting it if you want.
In Case Of Prepaid Order
If you reject the delivery of a pre-paid order, a refund will be made to the original method of payment after it has been returned and investigated by us.
In Case Of Cash On Delivery (COD)
If you reject the delivery of a COD order, no refunds/store credits will be issued.
How will I receive the refund for my cancelled or returned product?
Prepaid Order
In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made within 8-10 business working days.
Cash On Delivery (COD) Order
For Cash on Delivery orders, customers will be required to provide bank details where they would like to receive the refund.
NOTE: You will not get a refund of the shipping/delivery charges. Only the product amount will be refunded.
How can I place a return request?
Please send your return request through email with product images. Our customer support team will coordinate with you from thereafter with processing your request.
Once the item has been received at our warehouse, we will process the return/exchange for you. Please note any delivery fees incurred by you in returning the products are at your own cost and non-refundable by Petopia.
If for a few reasons we are unable to process the item pick-up from your location, it'll be your responsibility to ship the item to us at the subsequent address:
Petopia
Al Forsan Town square, Khalifa City A, Abu Dhabi, UAE
Email: support@petopia.ae
Call / Whatsapp / SMS: 0501117879
