Return and Refund Policy

Eligibility for Returns

1. ​To be eligible for a return, the following conditions must be met:
​​• The product must be in its original condition, unopened, unused, and in its original packaging. 
​• ​The return request must be initiated within [Number] days from the date of delivery.
​• ​You must provide the original purchase receipt or order confirmation.
2. ​Certain products are not eligible for return due to hygiene reasons, safety concerns, or other specific reasons. These include but are not ​   ​limited to:
​ ​• Perishable goods (e.g., chilled or frozen pet food). 
​​• Opened or used pet food. 
​​• Hygiene products (e.g., grooming tools, litter boxes). 
​​• Medications and supplements. 
3. ​If you received a damaged or defective product, please refer to section 4 below.

How to Initiate a Return

1. ​To initiate a return, please contact our customer support team within [Number] days of delivery:
​​• +971 4 229 3919  
​• ​[email protected]
2. ​Please provide the following information when requesting a return:
​ ​• Order number.
​​• Product name and quantity.
​​• Reason for return.
​​• Photos of the product (if applicable).
3. Our customer support team will guide you through the return process and provide you with a return authorization if your request is   ​ ​ ​approved.

Return Shipping

1. ​The customer is responsible for the cost of return shipping unless the return is due to a damaged or defective product or an error on our part.

2. Please ensure that the product is securely packaged to prevent damage during return shipping.
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3. We recommend using a trackable shipping method to ensure that we receive your return. Petsouq is not responsible for lost or damaged   ​ ​returns. 

4.  ​Once we receive your returned product, we will inspect it and notify you of the status of your return.

Damaged or Defective Products

1. ​If you receive a damaged or defective product, please contact our customer support team immediately (within [Number] days of delivery).

2. We may request photos of the damaged or defective product to assess the issue.
​
3. We will arrange for a replacement or refund for damaged or defective products, including any return shipping costs.

Refunds

1. ​Once your return is received and inspected, we will process your refund.

2. Refunds will be issued to the original payment method used for the purchase.
​
3. Please allow [2-3] business days for the refund to be processed and reflected in your account.

4.  ​Shipping costs are non-refundable unless the return is due to a damaged or defective product or an error on our part.

Exchanges

1. ​We currently do not offer direct exchanges.

2. If you would like to exchange a product, please return the original product and place a new order for the desired item.

Cancellation Policy

1. ​You can cancel your order before it has been shipped.

2. To cancel your order, please contact our customer support team as soon as possible.
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3. If your order has already been shipped, you will need to follow our return process

Policy Changes

1. ​Petsouq reserves the right to modify or update this Return and Refund Policy at any time without prior notice.

2. Any changes will be effective immediately upon posting on our website.
  ​If you have any questions or concerns about our Return and Refund Policy, please contact our customer support team

Thank you for shopping with Petsouq!