Refund policy

Return & Refund Policy

At Sawa Pets, your trust matters to us as much as your pet's happiness. If something isn't right with your order, we're here to make it right. Please read our policy below before requesting a return or refund.

1. Return Window

You may request a return within 14 days of receiving your order. After 14 days, we're unable to offer a refund or exchange for change-of-mind returns.

2. Conditions for Return

To be eligible for a return, your item must be:

  • Unused, unworn, and in the same condition you received it
  • In its original packaging, with all tags and labels attached
  • Accompanied by a valid proof of purchase (order number or receipt)

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective, or expired:

  • Treats, chews, and any consumable products (once opened or seal broken)
  • Used grooming tools, feeding bowls, litter products, and other hygiene-related items
  • Personalized or custom-made items (e.g. engraved tags, custom collars)
  • Gift cards
  • Clearance or final-sale items (clearly marked at the time of purchase)

4. Damaged, Defective, or Wrong Items

If your item arrives damaged, defective, expired, or incorrect, you are entitled to a free replacement or a full refund, in line with UAE Consumer Protection Law. This applies even to items listed as non-returnable above.

Please contact us within 48 hours of delivery with your order number and clear photos of the issue, and we'll arrange a replacement or refund at no cost to you, including return shipping.

5. How to Start a Return

  1. Email us at [info@sawapets.com]  reason for return.
  2. Attach photos if the item is damaged or defective.
  3. Our team will review your request and send return instructions within [1–2] business days.

Please do not send items back before receiving confirmation from us.

6. Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome.

  • Approved refunds are issued to your original payment method.
  • Refunds typically appear within [7–14] business days, depending on your bank or card provider.
  • For Cash on Delivery orders, refunds are processed via [bank transfer / store credit].

If a refund is delayed beyond this period, please contact your bank first, then reach out to us.

7. Return Shipping

  • For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping fees are non-refundable.
  • For damaged, defective, or wrong items, Sawa Pets covers all return shipping costs.

We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit during return.

8. Exchanges

We're happy to exchange an eligible item for a different size, color, or product, subject to availability. Contact us using the steps in Section 5 to arrange an exchange. Any price difference will be charged or refunded accordingly.

9. Order Cancellations

You may cancel your order for a full refund before it has been shipped. Once an order is dispatched, it falls under our standard return policy above. To cancel, contact us as soon as possible with your order number.