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 this policy 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 can't 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 proof of purchase (your order number)

We may refuse returns that don't 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 the seal is broken)
  • Used grooming tools, feeding bowls, litter products and other hygiene-related items
  • Personalised 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 the 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. Message us on WhatsApp at +971 50 184 4117 or email info@sawapets.com with your order number and the reason for the return.
  2. Attach photos if the item is damaged or defective.
  3. We'll review your request and send you return instructions within 1–2 business days.

Please don't send items back before you receive our confirmation.

6. Refunds

Once we receive and inspect your returned item, we'll let you know the outcome.

  • Cash on Delivery orders: refunds are paid by bank transfer. We'll ask for the account holder's name, the bank name and your IBAN, and we send the transfer within 5 business days of approving the refund.
  • Card or online payments: refunds go back to the original payment method and usually appear within 7–14 business days, depending on your bank.

If a refund hasn't reached you after this period, please check with your bank first, then contact us.

7. Return Shipping

  • For change-of-mind returns, the customer pays the return shipping cost. The original shipping fee is non-refundable.
  • For damaged, defective or wrong items, Sawa Pets covers all return shipping costs.

We recommend a trackable shipping method for returns, as we can't be responsible for items lost in transit on their way back to us.

8. Exchanges

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

9. Order Cancellations

You can cancel your order before it ships at no cost: Cash on Delivery orders are simply cancelled, and prepaid orders are refunded in full. Once an order has shipped, the return policy above applies. To cancel, contact us as soon as possible with your order number.

This policy is provided in line with the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its Executive Regulations. Last updated: September 2026.