At ThePetHub.ae, we aim to provide top-quality pet products at wholesale prices. However, we understand that sometimes things don’t go as planned. This Return and Refund Policy outlines the conditions under which returns are accepted and refunds are provided.

1. Eligibility for Returns

We accept returns under the following conditions:

  • Products must be returned within 14 days of delivery.
  • Items must be unused, in their original packaging, and in the same condition as when you received them.
  • Proof of purchase (order number, receipt) is required for all returns.

Non-returnable items:

  • Perishable goods (e.g., pet food, treats).
  • Items purchased on clearance or sale.
  • Customized or special-order products.

2. Return Process

To initiate a return, please contact our customer service team at support@pethubae.com or [Insert phone number] with your order details. Once your return is approved:

  • You will be provided with return shipping instructions.
  • Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., incorrect or defective item).
  • We recommend using a trackable shipping service, as we are not responsible for lost or damaged returns in transit.

3. Damaged or Defective Items

If you receive a damaged or defective item, please notify us within 48 hours of receiving the order. Provide photos of the damage and a description of the issue. We will work with you to either:

  • Replace the damaged item at no additional cost, or
  • Issue a full refund, including any shipping charges incurred.

4. Refund Policy

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved:

  • Your refund will be processed, and a credit will be automatically applied to your original method of payment within 7-10 business days.
  • Shipping fees are non-refundable unless the return is due to a defective or incorrect product.

5. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  • First, check with your bank or credit card company as it may take some time before your refund is officially posted.
  • If you’ve done this and still have not received your refund, please contact us at support@pethubae.com.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at support@pethubae.com for further instructions.

7. Wholesale Orders

For wholesale purchases, we do not offer returns or refunds unless the product is defective or incorrect upon arrival. Please inspect your bulk orders carefully upon delivery and notify us immediately of any issues.

8. Contact Information

If you have any questions regarding our Return and Refund Policy, please contact us at:

ThePetHub.ae
Email: support@pethubae.com
Phone: +971 56 920 7653