Returns & Exchanges

You can request a return or exchange within 14 days of receipt, as long as the item is unopened, unused, in its original packaging with tags intact, and you have proof of purchase. Free returns apply on eligible items.

For hygiene and safety reasons, some items can't be returned or exchanged unless they arrive damaged or spoilt:

• Edible / perishable items — opened or used pet food & treats
• Opened or used pet healthcare products, medicines & supplements
• Personalized products
• Beds, play pens, crates & carriers
• Dog toys & cat toys
• Face masks, dog pads / diapers
• Sale items, and items with missing or damaged original tags

Please note: intimate/sanitary goods, hazardous materials and flammable liquids or gases are also exempt. Don't send purchases back to the manufacturer.

Once your return is received and inspected, we'll email you to confirm approval or rejection. Approved return refunds are issued as store credit — a gift voucher or points you can use on your next order.

If you cancel an order before it's dispatched, you'll get a full refund to your original payment method.

A partial refund may be granted for items that aren't in their original condition, are damaged or missing parts for reasons not due to our error, or are returned more than 14 days after delivery.

We replace items only if they are defective or damaged. To arrange an exchange for the same item, email support@thepetsclub.ae and we'll take care of it.

If your order arrives damaged, spoilt or you received the wrong item, we'll make it right. Contact us on WhatsApp or email support@thepetsclub.ae with your order number and a photo, and we'll arrange a replacement or refund straight away.

You're responsible for return shipping costs unless the return is due to an error on our part. Because of courier pricing, return shipping can sometimes cost more than the original delivery.