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Return & Refund Policy

Effective Date: DEC 08, 2025

Thank you for shopping at My Pet Souq, operated by WAHAT ALDUKHAN PORTAL LLC. We aim to ensure a reliable, transparent, and hassle-free shopping experience across the UAE. This policy outlines the return and refund terms applicable to products and services purchased through www.mypetsouq.com.

1. Marketplace Role

My Pet Souq is a UAE-based marketplace platform that connects pet owners with licensed vendors and service providers. All orders are fulfilled by the respective vendors, and My Pet Souq does not directly sell, manufacture, or ship products. Return and refund processing is managed in coordination with the vendor responsible for the order.

2. Return Eligibility

Returns are accepted within 7 calendar days of delivery, under the following conditions:

  • The item is unused, in its original packaging, and in resellable condition
  • The item was received damaged, defective, or incorrect
  • All original tags, labels, and accessories are intact

Returns are not accepted for:

  • Perishable goods such as fresh pet food or treats
  • Opened pet hygiene or grooming products (e.g., shampoo, flea treatments)
  • Personalized, custom, or made-to-order items
  • Used beds, toys, litter boxes, or feeding bowls
  • Products damaged due to customer misuse
  • Change of mind or preference

3. How to Request a Return

  1. Email support@mypetsouq.com within 7 days of receiving the item
  2. Include your order number, item details, and photo or video evidence of the issue
  3. Our team will verify the claim and coordinate with the vendor for resolution

Important: Do not return items without receiving return approval and instructions. Unauthorized returns may not be accepted or refunded.

4. Return Shipping

If your return is approved:

  • A pickup will be arranged by the vendor or designated courier partner
  • A flat AED 20 return shipping fee may apply and be deducted from the refund

5. Refund Process

  • Refunds will be issued once the returned item is received and inspected
  • Refunds are processed via your original payment method or a UAE bank account (if provided)
  • Refund timeline: Allow up to 12 business days after return confirmation
  • Shipping charges are non-refundable

6. WhatsApp or Manual Orders

If you placed your order via WhatsApp or any manual channel, the same return policy applies. Refunds will be processed after approval, using your original payment method or bank transfer (within UAE only).

7. Vendor Responsibility

Vendors on My Pet Souq are contractually obligated to fulfill orders and honor valid return or refund requests. My Pet Souq acts as a facilitator and will assist in resolving issues between the customer and vendor but is not liable for the outcome of vendor disputes or delays in vendor-managed returns.

8. Contact Us

For any questions regarding returns, damaged items, or refunds, please reach out to our support team:

We are committed to ensuring a fair and professional return process for all customers while upholding the service standards of our marketplace vendors.