Refund policy

Return & Exchange Policy

At Pets Lounge UAE, your satisfaction is our priority. Please read our return and exchange guidelines below.

 

Return Window

We accept returns and exchanges within 7 days of delivery (or purchase date for in-store orders).

 

Eligibility

To be eligible, items must be unused, unopened, and in their original packaging with all tags intact. Proof of purchase (order confirmation, receipt, or invoice) is required.

What Can Be Returned or Exchanged

• Unused pet accessories, toys, beds, bowls, collars, leashes, and carriers
• Unopened, factory-sealed pet food, treats, and supplements
• Unused grooming tools and healthcare products in original sealed packaging

What Cannot Be Returned or Exchanged

For hygiene and food-safety reasons, the following are non-returnable:

• Opened or partially consumed food, treats, or liquid supplements
• Used grooming products, shampoos, or sprays
• Worn or washed accessories, clothing, or diapers
• Opened litter, training pads, or disposable hygiene products
• Clearance or final-sale items
• Gift cards and digital vouchers

Defective, Damaged, or Incorrect Items

If you receive a damaged, defective, or wrong item, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a free replacement, exchange, or full refund at no cost to you.

How to Request a Return or Exchange

• WhatsApp: +971 52 216 6773
• Email: petsloungeuae@gmail.com
• In-Store: Shop #6, Dar Mira Building, Muscat Street, Nad al Sheba 1, Dubai (Open daily 8AM – 10PM)

Please include your order number, item(s) to be returned, reason for return, and clear photos where applicable. Do not send items back without first receiving confirmation from our team.

Return Shipping

Return shipping is free for defective, damaged, or incorrectly sent items. For all other returns, the customer is responsible for return shipping costs.

Refunds

Approved refunds are processed within 5–10 business days to the original payment method. Cash on Delivery orders will be refunded as store credit or via bank transfer within 3–5 business days. Original delivery fees are non-refundable unless the return is due to our error.

Order Cancellation

Orders can be cancelled within 2 hours of placement, provided they have not yet been dispatched. Contact us immediately via WhatsApp to request a cancellation.

Grooming Services

Grooming services are non-refundable once completed. If you are unsatisfied with the result, please notify us within 24 hours and we will arrange a complimentary touch-up.

Pets Lounge UAE reserves the right to update this policy at any time. For any questions, contact us at petsloungeuae@gmail.com or WhatsApp +971 52 216 6773.