Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it: unused, unopened, with any original tags or seals intact, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at info@o2pets.ae. Returns must be sent to the following address:

O2 PETS TRADING L.L.C
Building No. 7, DIP 1
Jebel Ali, Dubai, UAE

If your return is accepted, we will send you a return shipping label, together with instructions on how and where to send your package. Items returned without first requesting and receiving return authorization will not be accepted.

You can contact us with any questions about returns at info@o2pets.ae.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if an item is defective or damaged, if you receive the wrong item, or if the product has expired. This will allow us to evaluate the issue and make it right.

Please provide clear photographs of the item, its packaging, and the issue when contacting us.

Exceptions and Non-returnable Items

Certain types of items cannot be returned, including perishable or edible goods, such as pet food, pet treats, nutritional supplements, and opened products.

We also cannot accept returns of custom or personalized products, personal care goods, hazardous materials, flammable liquids, or gases.

Please contact us if you have questions or concerns about the return eligibility of a specific item.

Unfortunately, we cannot accept returns of sale items or gift cards, except where the item is defective, damaged, incorrect, or expired.

Exchanges

The fastest way to receive the product you want is to return the item you currently have. Once the return has been accepted, you can place a separate order for the replacement item.

European Union 14-day Cooling-off Period

Notwithstanding the above, if merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without providing justification, subject to any applicable legal exceptions for sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, or goods liable to deteriorate or expire rapidly.

The item must be in the same condition in which you received it: unused and unopened, with any original tags or seals intact, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will automatically be issued to your original payment method within 10 business days. Please remember that your bank or credit card provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we approved your return, please contact us at info@o2pets.ae.