Returns and Refund Policy

1. Returns Policy Effective Date: 27/01/2025

Eligibility for Returns

  • Returns are accepted within 7 days of the delivery or collection date.
  • To qualify for a return, items must meet the following conditions:

Non-Returnable Items

The following items are not eligible for return unless defective or damaged:

  • Perishable goods (e.g., pet food or treats)
  • Customized or personalized products
  • Clearance or sale items marked as final sale

Return Process

  1. Contact Us: Email pawprintdxb@gmail.com or call our customer service team within 7 days of receiving your order.
  2. Provide Details: Share your order details, reason for return, and supporting photos if the item is defective or damaged.
  3. Approval: Once approved, you'll receive instructions for returning the item.
  4. Return the Item: Ship the product back to us or drop it off at one of our designated return locations.

Note: Customers are responsible for return shipping fees unless the item is defective or incorrect.

2. Refunds Policy

Refund Eligibility

Refunds are issued under the following circumstances:

  • Returned items meet the eligibility criteria outlined above.
  • Orders canceled before shipment are eligible for a full refund.

Refund Method

  • Refunds will be processed to the original payment method used for the purchase.
  • For cash-on-delivery (COD) orders, refunds will be issued as store credit or to a specified bank account.

Refund Timeline

  • Approved refunds will be processed within 7–45 business days after receiving and inspecting the returned item.
  • Delivery charges are non-refundable unless the return is due to our error or a defective product.

3. Exchanges Policy

  • Exchanges are available for defective, damaged, or incorrect items only.
  • If you wish to exchange an item, follow the return process and indicate your preference for an exchange.
  • Exchanges are subject to product availability. If the requested product is unavailable, you will receive a refund instead.

4. Defective or Damaged Items

If your order arrives damaged or defective:

  1. Contact us immediately at pawprintdxb@gmail.com with photos of the damaged product and order details.
  2. We will assess the issue and provide a replacement, refund, or exchange as appropriate.

Note: Claims for damaged or defective items must be made within 48 hours of delivery.

5. Cancellation Policy

  • Orders can be canceled before shipment for a full refund.
  • To cancel your order, contact us at pawprintdxb@gmail.com or call us as soon as possible.
  • If the order has already been shipped, it cannot be canceled, and you will need to follow the return process.

6. Important Notes

  • Products returned without prior approval will not be accepted.
  • We reserve the right to refuse returns or refunds if the item is found to be ineligible (e.g., used, damaged by the customer, or past the return period).
  • If your return is rejected, the item will be sent back to you, and no refund will be issued.

7. Contact Us

If you have any questions or concerns about our Return and Refund Policy, please contact us:

We’re here to assist you and ensure your satisfaction with every purchase from Pawprint!