Refund policy
Returns and refunds
We want your pet to love what you ordered. If anything arrives damaged, expired, incorrect or otherwise faulty, we will collect it and make it right at no cost to you.
Your return window
You have 14 days from the date of delivery to request a return on any eligible item. To start a return, email customerservice@emiratespetfood.com or call +971 4 269 3498 (Sunday to Thursday, 8AM to 5PM; Saturday, 8AM to 12PM).
Returns are free
We do not charge for returns. When a return is approved we arrange collection from your address within 2-4 business days at our expense. There is no restocking fee and no pickup charge.
Food, treats and supplements
For health and safety reasons, food, treats and supplements cannot be returned once delivered unless there is a problem with the product itself. A problem means the item is:
- damaged, torn, leaking or opened on arrival;
- expired, or within a short shelf life at the time of delivery;
- different from what you ordered;
- subject to a manufacturer recall or a genuine quality defect.
In any of these cases the return is free and you may choose a replacement or a full refund. This restriction is standard across UAE pet retail and exists because we cannot resell food once it has left our controlled storage conditions.
Non-food items
Accessories, toys, bowls, beds, litter and grooming products may be returned within 14 days provided they are unused, in their original sealed packaging, and accompanied by proof of purchase. Items showing signs of use, wear, washing or contamination cannot be accepted.
Items we cannot take back
- Products damaged through misuse or overuse.
- Items returned without their original packaging, tags, accessories or free gifts.
- Custom or made-to-order products.
- Brand-specified non-returnable items, marked as such on the product page.
How you get your money back
Once we receive and inspect the item, we refund to your original payment method within 5-7 business days. Card and online banking payments are returned to the same card or account. Cash-on-delivery orders are refunded by bank transfer, or to EPF Wallet credit if you prefer it - the choice is yours. VAT is included in every refund.
Damaged or wrong items
Tell us within 7 days of delivery, send a photo of the item and your invoice, and we will collect it within 2-4 business days and send a replacement or a full refund. Nothing is charged to you.
Cancelling before dispatch
If your order has not shipped, contact us and we will cancel it. Refunds for cancelled orders are processed to the original payment method within 7-14 days of the request.
Partial returns
Yes - if you ordered several items you can return any one of them on its own. Returns are handled at the item level.
