At Royal Pet Qatar, we strive to ensure customer satisfaction with every purchase. If you are not completely satisfied with your purchase, you may return or exchange it in accordance with the terms outlined in this policy.
1. General Return & Exchange Guidelines
– All returns and exchanges must be accompanied by the original purchase receipt. – Products must be unused, undamaged, and in their original packaging to be eligible for return or exchange. – Returns and exchanges are accepted only within the designated timeframe from the date of purchase (as specified below). – Items purchased on sale or promotion are non-refundable and non-exchangeable. – Returns or exchanges for online purchases must be arranged through our customer support team. – Customers are responsible for return shipping costs unless the return is due to an error on our part. – Any item that does not meet the return criteria may be refused or subject to a restocking fee.
2. Return & Exchange Timeframes
2.1. Feed and Feed Additives – Returns/exchanges are accepted within 3 days of purchase. – The product must be in its original, unopened, and resealable packaging. – Any product that has been opened or partially used will not be eligible for return or exchange. – Expired or near-expiry products are not eligible for return unless sold in that condition with prior notice.
2.2. Accessories – Returns/exchanges are accepted within 7 days of purchase. – The product must be unused and in its original, resalable condition. – Items that show wear and tear, damage, or missing parts will not be accepted. – Any product marked as “Final Sale” cannot be returned or exchanged.
2.3. Other Non-Returnable Items – Perishable goods, including treats and fresh food. – Hygiene products such as pet shampoos, conditioners, and grooming tools. – Personalized or customized products. – Gift cards and store credits. – Opened or used pet beds, litter boxes, and feeding accessories due to hygiene concerns.
3. Refund Policy
– Approved refunds will be processed within 7 business days after the returned item has been inspected. – Refunds will be issued through the original payment method used for the purchase. – For cash-on-delivery (COD) payments, refunds will be processed as store credit or bank transfers. – Shipping fees and other service charges are non-refundable. – If a return is approved but the original payment method is unavailable, store credit may be offered instead.
4. Exchange Policy
– Exchanges are subject to product availability. – If the replacement product is of higher value, the customer must pay the price difference. – If the replacement product is of lower value, the difference will be refunded as store credit. – Products exchanged once are not eligible for further returns or exchanges.
5. Return & Exchange Process
5.1. In-Store Returns & Exchanges – Customers can visit any of our stores (Villaggio Mall or Place Vendome Mall) with the product and the original receipt. – A store representative will inspect the product before processing the return or exchange. – Store personnel reserve the right to refuse returns that do not meet the policy criteria.
5.2. Online Purchase Returns & Exchanges – Contact our customer support team at [Insert Contact Email] or call [Insert Contact Number]. – Provide order details, reason for return/exchange, and relevant photos (if applicable). – Once approved, customers may be required to return the product via courier at their own expense unless the return is due to an error on our part. – Refunds for online purchases may require additional processing time, depending on the payment provider.
6. Defective or Incorrect Products
– If you receive a damaged, defective, or incorrect product, please notify us within 24 hours of receiving the item. – We will arrange for a replacement or refund at no additional cost. – Customers must provide photographic evidence of the issue for the resolution process to begin. – If a replacement is unavailable, customers may receive store credit or a refund.
7. Cancellations
– Orders can only be cancelled before shipment or processing. – Once an order has been shipped, it is not eligible for cancellation and must go through the standard return process. – Refunds for cancellations will be processed within 5-16 business days.
8. Contact Information
For any questions or concerns regarding returns and exchanges, please contact us:
By purchasing from Royal Pet Qatar, you acknowledge that you have read and understood this Return and Exchange Policy. We reserve the right to update or modify this policy at any time without prior notice.
