Return and Exchange
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, you can call us at +971 52 7077093 from 9:00 AM to 6:00 PM (Mon – Sun) or email us omypets.official@gmail.com We’re here to assist you!
Delivery Policy
We deliver your orders in our specially designed temperature controlled vans. Each van has a large storage area to ensure 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.
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/Debit Card payment online
- Cash on delivery (Dirhams only)
- Card on delivery
All payment should be made in UAE Dirhams. We do not accept other currencies. In case of delayed payment or non-payment OMYPETS holds the right to cancel or reschedule delivery of your order.
How soon will I get my refund?
Depending on what bank you use, your refund should be credited back to your original payment method within 3 to 7 business days.
How can I know the status of my refund?
We advise you to speak with your bank directly as they will make the transfer of funds back to your original payment method.
Which items are non refundable?
Please note that refunds cannot be offered on the following:
- Frozen Products
- Items bought on sale
- When the ordered item is found altered/tampered/used.
Return Policy
We will gladly accept the return of your item bought in our stores or online within 30 days of purchase. You can exchange your product, get store credit, refund if you prefer if viable to our T&Cs. Please remember to have your original invoice or receipt with you at the time of exchange. You can exchange your items by coming to our stores or on our website.
How do I process my return?
To process your return in our store, please show the receipt of your order or provide your mobile number that’s registered with us. Our team will check the order history on your account and initiate the return.
Our Store Location: International City China Cluster,C16-Shop01,Dubai
If you are unable to visit our store to process your return, we can also offer a free pick up service. You can call +971 52 7077093 from 9:00 AM to 6:00 PM (Mon – Sun) or email omypets.official@gmail.com
To process your return on our website, follow the instructions below:
- Log in to your account
- Select Order History
- Click Return
- Select the product you wish to return & the reason for returning the item
- Click Submit
- Shortly after you will receive a return request confirmation for a free pickup.
If you are unable to initiate your online return request, call +971 52 7077093 from 9:00 AM to 6:00 PM (Mon – Sun) or email omypets.official@gmail.com
Please note that refunds cannot be offered on the following:
- Frozen products
- Items bought on sale
- When ordered item is found altered/tampered/used
Please note returns or exchanges for any reason not stated above will be subject for approval by the Management.