Return/Refund & Service Policy

Returns | Refunds Policy & Service Policy - Furand Fins Pet Care Terms & Conditions

Version: 1.01.11

In store or Online

  • Our first criteria for an effective return or refund is the availability of information, your mobile number and email address. All our invoices are sent via email or SMS link to confirm the purchase. In the absence of both of these items, we will not be in a position to serve you diligently.

At Furand Fins Pet Care, we are committed to providing our customers with the best shopping experience and ensuring their satisfaction with every purchase. We understand that there may be instances where you may need to return a product or seek a refund. This Returns and Refunds Policy outlines the guidelines and procedures for returning items and receiving refunds at Furand Fins Pet Care.

1. Eligibility for Returns and Refunds:

  • To be eligible for a return or refund, the item must be purchased directly from Furand Fins Pet Care stores or our e-commerce platform.

  • The item must be in its original condition, unused, and in its original packaging.

  • Perishable items, such as food or treats, cannot be returned for safety and hygiene reasons, unless they are defective or expired upon arrival.

  • All invoices are sent via email &/or printed at checkout. If you have not provided an email, please ensure you do so to facilitate a return or refund request. Kindly ensure you insist on an invoice in stores or online.

2. Return Process:

  • If you wish to return an eligible item, please contact our customer service within 24 hours from the date of purchase on +971-524566746‬.

  • Our customer service team will guide you through the return process and provide you with a return authorization, if applicable.

  • Ensure that the item is securely packaged to prevent any damage during transit.

  • Ship the item back to Furand Fins Pet Care using a traceable shipping method. The return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

3. Refund Process:

  • Once we receive the returned item, our team will inspect it to ensure it meets the return eligibility criteria, especially if there is a manufacturing defect.

  • If the item is approved for a refund, we will initiate the refund process, to be added in your online Wallet or a store credit will be given.

  • Please note that it may take 5–7 working days for the refund to be processed and reflected in your account (E-commerce Wallet).

  • We strongly encourage refunds to be added to your online wallet, as we do not have a policy for cash or credit card refunds.

4. Exchanges:

  • We currently offer direct exchanges for unopened or unused items, except for any perishable or expired items, within 7 days of the purchase date.

  • If you would like to exchange an item, please follow the return process to receive a wallet refund and place a new order for the desired item.

5. Non-Returnable Items:

Certain items are non-returnable, including but not limited to:

  • Personalized or customized items.

  • Food/treats or any perishables.

  • Gift cards and e-gift cards.

  • Prescription medications.

  • Live animals.

  • Clearance or sale items (unless defective).

6. Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact our customer service immediately at +971-524566746‬.

  • We may request photos or additional information to assess the issue.

  • Depending on the situation, we will provide a replacement, a refund, or store credit for the damaged or defective item.

7. Store Credit / Wallet Top-ups:

  • In all cases, instead of a refund, we offer Wallet Top-ups that can be used for future purchases at Furand Fins Pet Care.

  • Wallet top-ups and refunds never expire until the funds are used 100%.

8. Refunds (E-commerce + In Store Refunds):

We try our best to ensure a 99% in-stock guarantee; however, at times, we may face situations beyond our control. In such cases, if an item is out of stock, refunds can be made via:

  1. 100% Wallet refund + 5% extra BONUS for out-of-stock items.

  2. 100% Credit Card refund for out-of-stock items.

9. Grooming Refunds (Mobile + In-store Groomings):

We allocate 60–90 minutes per grooming session. Therefore, our policies for refunds are as follows:

  • All grooming services are non-refundable for any reason.

  • For reschedule requests, one reschedule is allowed per pet. A second reschedule request will result in cancellation.

  • All cancellations or refusals due to aggression, sickness, or other issues will incur an AED 50 cancellation fee.

  • Any injuries must be reported within 24 hours.

  • All services must be paid in advance for a confirmed appointment.

10. Policy Changes:

  • Furand Fins Pet Care reserves the right to modify or update this Returns and Refunds Policy at any time.

  • Any changes to the policy will be posted on our website, and the revised version will be effective immediately upon posting.

Note: Items on discounts cannot be returned or refunded. Prices on the website are final. All discounted items come with no warranty and no guarantee.

For assistance, contact us anytime at info@furandfinspetcare.com or call +971-524566746‬.