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Terms and Conditions

Cancellation Policy
Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer to our refund policy. If the purchase was made online, a refund will be made back to the credit card used to make the purchase. Please allow for up to 21 days for the refund transfer to be completed. Any items paid for by cash or by credit card machine on delivery, will be refunded with store credit or as an online gift voucher which can be used at any time.

Customer Service Hotline
We have a dedicated team of consultants who are ready to assist you both by phone & email. If you have any questions about our products or services, please contact us by email at or call 0543660331 between 11am-9pm, 7 days a week. To serve you better, we are also available on WhatsApp +971- 543660331

Delivery Schedule
Delivery can often be completed within 24hrs of the order being placed, provided all items are in stock. We do not currently ship overseas. If you have placed multiple orders then we will try to combine your orders & deliver them together to charge only one shipping fee. If multiple orders are placed at different times, then a separate shipping fee will apply since those orders will be shipped separately.

Delivery Policy
We deliver your orders in our specially designed temperature controlled car. We will ensure that your order is delivered to you in perfect condition. Items which require refrigeration (not frozen) will be delivered to you in ice boxes to ensure the temperature is well maintained during transit. Please note we do not deliver frozen or live items. For orders below 100AED, a delivery fee of 20 AED will apply. All orders placed with our shop are subject to product availability and will be delivered according to our delivery terms. If there are any problems regarding your order, we will notify you using the telephone number or e-mail address you have provided to us with the order.

Payment Terms
When placing your order, you will be requested to select a mode of payment for your goods. We offer the following modes of payments:

  • Credit Card payment online
  • Cash on delivery (Dirhams only)
  • Card on delivery (Visa, Master, Diners)

Return Policy
If you wish to return a product, please contact us at or call us 0n 0543660331.
We will be happy to refund or exchange any item that is damaged or has been incorrectly purchased within 14 days of purchase and with proof of payment (i.e. your original order receipt).
If you find your product has a defect, please take the photographic evidence & email us at
Product must be presented to us before we can proceed with our return policy.
All returns or exchanges particularly in clothing, pet bedding or accessories should be done in person within 14 days from the date of purchase. We are open 7 days in a week.
The items can be returned to our store: Pet Avenue, G24blg, JVC, Dubai
If you are unable to come to Pet Avenue, we can also offer pick up service within an applicable pick up fee of 50AED.
When we can not accept returns:
If the returned items do not match our quality standards or our return policy, then we reserve the rights to reject the returns as mentioned below:

  • When ordered item is found altered/ tampered or used
  • When item is bought on sale
All refunds will be made in the form of store credit/online credit. Credit can be applied to an online account or can be redeemed in-store once the returned/damaged item has successfully validated by the warehouse or shop staff.
Return policy for electronic equipment & fountains:
All items can be returned to our following store
  • Pet Avenue, Our staff will test the items and replace only the item which is found not working as per manual policy for valid warranty. If the whole device is found defective & within the valid warranty, we will replace the whole product. If the replacement item/product is not in stock, we will offer you similar item/product of the same price.
If you choose the higher priced item then we will charge you the difference in the amount. Damaged or leaking items/products should be reported to within 48hours after delivery/purchase. We will NOT replace or refund any item/product which is found used, tampered with, bought on sale or does not meet our quality standards.