Refund policy

At Woofy.ae we want every order to be exactly right for you and your pet. If something is not, this Returns and Refund Policy explains how to send the item back, when you can expect your refund, and what UAE consumer law entitles you to.

1. About this policy

This Returns and Refund Policy explains how Woofy handles returns, refunds, replacements, and complaints. It applies to every order placed on https://woofy.ae and forms part of our Terms and Conditions. Any words that have a defined meaning in the Terms and Conditions have the same meaning here.

Woofy.ae is operated by Woofy For Online Selling, DET Trade Licence No. 1558950 registered at Saih Shuaib, Dubai Industrial City, Dubai, United Arab Emirates.

Your statutory rights as a consumer under UAE Federal Law No. 15 of 2020 on Consumer Protection (as amended by Federal Decree-Law No. 5 of 2023) and Cabinet Decision No. 66 of 2023 are not affected by this policy. Where any provision of this policy is less favourable to you than the law requires, the law prevails.

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2. Standard return window

You may return an eligible product within seven (7) calendar days of the delivery date. To start a return, please contact our customer service team using one of the channels in section 8 within the seven-day window. We may extend the window during public holidays or peak seasons; any extension will be announced on the website and at checkout.

If we receive a return request after the seven-day window has closed, we may still accept the return at our discretion, in particular for hidden defects covered by section 5.

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3. Conditions a returned item must meet

To be eligible for a return under section 2, the product must be:

• In its original condition, unopened, unused, and undamaged.
• In its original packaging, including all manufacturer seals, tags, instruction leaflets, and accessories.
• Free from any signs of pet contact such as fur, saliva, scent, or chew marks.
• Accompanied by the original Woofy invoice or order number.
• Returned within the seven-day window in section 2.

If a returned item does not meet these conditions, we reserve the right to refuse the return or to apply a deduction reflecting the loss in value, and to send the item back to you. We will explain in writing why we have done so.

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4. Items we cannot accept back

For health, hygiene, and safety reasons, the following categories of products cannot be returned once delivered, except where they are defective, damaged on arrival, or otherwise faulty:

• Opened pet food, treats, dental chews, or any consumable product where the seal has been broken.
• Frozen, chilled, or fresh foods, including raw food and fresh meat.
• Litter, sand, or shavings once the bag has been opened.
• Personal grooming items that touch a pet's body, such as brushes, combs, nail clippers, ear cleaners, and toothbrushes, once removed from sealed packaging.
• Used or worn collars, harnesses, leashes, muzzles, and clothing.
• Toys that have been chewed, played with, or damaged by a pet.
• Bedding, mats, and crates that have been used.
• Aquarium water treatments, medications, supplements, and any product with a broken safety seal.
• Custom orders, personalised items such as engraved tags, or special-order items not normally held in stock.
• Products with less than 30 days remaining until expiry at the time the return request is made.

If the law in any specific case gives you a stronger right than this list allows for, the law prevails. If you are not sure whether a product is returnable, please contact us before sending it back.

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5. Damaged, defective, or incorrect items on arrival

We do our best to pack every order carefully, but accidents happen. If your order arrives damaged, contains a defective item, or includes the wrong product, please tell us within 48 hours of delivery, ideally with the original packaging still intact and a few clear photos of the issue.

In any of these cases, we will offer you, at your choice and free of charge:

• A replacement of the same item once available in stock, or a similar item of equal value.
• A refund of the full price you paid for the affected item, plus any delivery fees attributable to it.
• A repair, where the manufacturer offers a repair option and you prefer this.

Where a hidden defect appears within thirty (30) calendar days of delivery, your rights under Article 16 of the UAE Consumer Protection Law and Article 20 of the Executive Regulations apply, and we will repair, replace, or refund as required by that law.

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6. How to start a return

Returning a product is a four-step process:

• Contact us within the relevant window using one of the channels in section 8 below. Have your order number and a brief description of the issue ready.
• Our customer service team will confirm the return is eligible and arrange a free pickup from your address. We will give you a return reference number.
• Pack the item back in its original packaging, attach the return reference number, and hand it to our pickup driver.
• Once we receive the item, we inspect it within 3 working days, then either approve or decline the return based on the conditions in section 3. We will email you the result.

If your return is approved, we will issue your refund as described in section 7. If it is declined, we will explain why in writing and arrange to send the item back to you at no further cost.

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7. How and when you get your refund

Once a return is approved, your refund will be issued by the same method you used to pay, unless you ask us to issue store credit instead.

Refund timings are estimates. The actual time it takes for the refund to appear in your account is set by your bank or card issuer and is outside our control. If a refund has not appeared within 14 working days of approval, please contact us so we can investigate together.

7.1 What we refund

A refund covers:

• The full price you paid for the returned item, including any VAT.
• The original delivery fee, where the entire order is being returned because of a defect, damage, or incorrect item on our side.

A refund does not normally cover:

• The original delivery fee, where you are returning a product for buyer's remorse and the rest of the order is being kept.
• Any value-added services you used and consumed, such as same-day delivery surcharges.

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8. How to contact our returns team

Our returns team is available by phone, email, and WhatsApp. We aim to acknowledge every return request within four working hours during business hours, and to give you a final decision within three working days of receiving the returned item.

Hours: Sunday to Thursday, 9:00 AM to 6:00 PM Gulf Standard Time. Friday and Saturday by email or WhatsApp.

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9. If you are not happy with the outcome

We aim to resolve every complaint quickly and fairly. If you are not satisfied with how we have handled a return or refund, please ask to escalate the matter to our customer service manager. We will look at it again and respond within five working days.

If you are still not satisfied, you have the right to lodge a complaint with the Consumer Protection Department at the UAE Ministry of Economy or with the relevant Dubai consumer protection authority. The Ministry of Economy operates a consumer protection hotline on 600 522 225 and an online complaint form at consumerrights.ae.

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10. Changes to this policy

We may update this Returns and Refund Policy from time to time. The version that applies to your order is the version published on woofy.ae at the time the order was placed. We will update the "Last updated" date at the top of the page whenever we make a change, and we will tell you about material changes by email or by a notice on the website.

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11. Governing law

This policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, including in particular Federal Law No. 15 of 2020 on Consumer Protection as amended by Federal Decree-Law No. 5 of 2023, Cabinet Decision No. 66 of 2023 on the Executive Regulations, and Federal Decree-Law No. 14 of 2023 on Trading Through Modern Technology. Any dispute arising out of or in connection with this policy will be subject to the exclusive jurisdiction of the courts of Dubai.