Refund and Returns Policy


Our refund and returns policy lasts 10 days. If 10 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Repairs, replacements, and refunds depend on the nature of goods with the below conditions.

Purchased online or at our store the items may be accepted for exchange on the condition that it was not used, worn, damaged, engraved, packaging is in good condition and not torn, not altered in any way, resized or purchased on sale. Any opened or damaged packages of pet food or pet treats will not be accepted for exchange or refund.

If an item is eligible for a refund, it will be made as store credit unless it is not possible to repair the item, provide a replacement of the same or similar product of the same value.

Please retain your original paper receipt in good and readable condition as it is the only accepted proof of purchase. Price tags and credit card statements are not accepted as proof of purchase.

Banks will take time to refund an amount back to your credit card when using an online payment facility or using our in-store credit card machine. It may take up to 21 days or even a full calendar month for the refund to be processed and reflected on your bank statement. Refunds must be credited back to the same card used for the transaction.

Additional non-returnable items:

  • Gift cards
  • Downloadable products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.


Pet Village Dubai accepts returns only within 7 days from the date of delivery. Any return requests outside of this period will not be considered.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Pet Village Dubai will not offer any guarantees on the pet’s health once the animal has been taken outside the shop area and will not be held responsible for any future veterinary consultation or treatments thereafter.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Apricot Towers – Dubai Silicon Oasis – Dubai

We do not accept exchange/return/refund requests for pet food. In the unlikely event you have received your order in a damaged condition then only will you be eligible for a refund/return.

Shipping Returns

To return your product, you should mail your product to this address: Apricot Towers – Dubai Silicon Oasis – Dubai

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at for questions related to refunds and returns.