Refund and Returns Policy

Royal Pets – Return Policy

At Royal Pets, we strive to connect pet parents with a wide variety of trusted sellers offering the best in pet care, supplies, and accessories. As an aggregator, our platform facilitates purchases from multiple third-party vendors, and our return and exchange policy reflects this multi-seller environment.

Please read the following guidelines carefully to understand how returns and exchanges are handled on Royal Pets.

General Return Policy

• Returns are accepted within 7 days of delivery for most products.
• Items must be unused, in their original packaging, and in resalable condition.
• Products must be returned with the original receipt or order confirmation.
• The eligibility for a return may vary depending on the seller’s individual policy, which will be visible on the product page.

Products returned that are not in their original condition, used, damaged, or missing parts may not qualify for a refund or exchange.

Non-Returnable Items

For hygiene, safety, and regulatory reasons, the following items are non-returnable and non-refundable:

• Perishable items (pet food, treats, supplements, etc.)
• Opened grooming products and shampoos
• Litter and absorbent products
• Personalized or custom-made items
• Pet beds, clothing, or accessories that have been worn
• Any item explicitly marked as “Non-Returnable” on the product page

Exchanges

• Exchanges may be allowed for size-based issues (e.g. collars, clothes) if initiated within 7 days.
• Exchanges are subject to product availability and seller approval.
• Customers are responsible for return shipping costs unless the item was defective or incorrect.

Wrong, Damaged, or Defective Items

If you receive an item that is incorrect, damaged, or defective:

1. Contact Royal Pets Customer Service within 48 hours of delivery.
2. Provide clear photos and a description of the issue.
3. We will coordinate with the seller to offer a replacement or refund, depending on product availability.

Refunds

• Refunds will be processed only after the item has been returned and inspected by the seller.
• Refunds will be issued through the original payment method within 7–14 business days, depending on your bank.
• For Cash on Delivery (COD) orders, store credit or bank transfers may be offered.

Return Pickups

• Return pickups may be arranged depending on your location and the seller’s policy.
• Alternatively, you may be asked to send the item directly to the seller’s return address, which will be shared by our support team.

How to Initiate a Return or Exchange

1. Log in to your Royal Pets account.
2. Go to My Orders and select the item you want to return.
3. Submit a return request, stating the reason and attaching any relevant images.
4. Our support team will guide you through the next steps.

Need Help?

If you have any questions about returns, exchanges, or specific seller policies, please don’t hesitate to contact our support team:

Email: connect@royalpets.ae
Phone: +971-505794939

We’re here to help you and your pets get the royal treatment—every step of the way.