Refund and Returns Policy

At Paws Carte, we prioritize providing exceptional customer experiences and stand by the quality of our products and services. However, we understand that there may be circumstances where you may need to return a product or seek a refund. This policy outlines the guidelines for returns, refunds, and exchanges for both in-store and online purchases.
1. Eligibility for Returns and Refunds
  • Items must be purchased directly from Paws Carte (in-store or online) to qualify for returns or refunds.
  • The product must be unused, in its original condition, and in the original packaging.
  • Perishable items (e.g., food, treats) cannot be returned unless defective or expired at the time of delivery.
  • Providing your email address and mobile number at the time of purchase is mandatory to ensure proper documentation for returns or refunds.
2. Return Process
  • Contact our customer service team within 24 hours of purchase for return requests:
    • Phone/WhatsApp: +971 50 123 4567
    • Email: returns@pawscarte.com
  • Our team will guide you through the return process and provide a return authorization if applicable.
  • Ensure that the item is securely packaged to avoid damage during transit.
  • Customers are responsible for return shipping costs unless the return is due to a defective product or an error on our part.
3. Refund Process
  • Upon receiving the returned item, our team will inspect it to ensure it meets the return criteria.
  • Approved refunds will be processed as follows:
    • Wallet Credit: Store credit is added to your online wallet and can be used for future purchases.
    • Direct Refund: For online orders only, refunds to credit cards will be processed for out-of-stock items.


Note: Refunds may take 5–7 business days to process and reflect in your account. Wallet credits are applied instantly and never expire.

4. Exchanges
  • Exchanges are accepted for unopened or unused items within 7 days of purchase, excluding perishable or discounted items.
  • To exchange an item, follow the return process, and use the wallet refund to place a new order for the desired item.
5. Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Customized or personalized products
  • Perishable items such as food, treats, and cakes
  • Gift cards or e-vouchers
  • Prescription medications
  • Live animals
  • Clearance or sale items (unless defective upon receipt)
6. Damaged or Defective Items
  • If you receive a damaged or defective item, contact our support team immediately:
    • Phone/WhatsApp: +971 50 123 4567
  • Provide photos or additional details to help us assess the issue.
  • We will replace the item or issue store credit/refund based on the situation.
7. Grooming Service Policy
  • Grooming services are non-refundable under any circumstances.
  • Rescheduling: One reschedule is permitted per booking. Additional requests may result in cancellation.
  • Cancellations or refusals due to pet aggression or illness will incur a AED 50 cancellation fee.
  • Injuries must be reported within 24 hours for resolution.
8. Wallet Credit and Refund Options
  • Wallet credits are provided for returns and refunds as a convenient option for future purchases. Wallet balances never expire.
  • Customers may choose between:
      • Wallet Refund: Receive 100% of the refunded amount plus a 5% bonus credit for out-of-stock items.
      • Direct Refund: Credit card refunds are processed only for out-of-stock items (without the bonus).
9. Policy for Discounted Items
  • Items purchased during promotions or at a discount are final sale and cannot be returned or refunded.
  • Discounted items come with no warranty or guarantee unless explicitly stated.
10. Policy Updates
Paws Carte reserves the right to modify this policy at any time. Changes will be updated on our website and take effect immediately upon posting.
Contact Us

For questions or further assistance, please contact our customer service team:

  • Phone/WhatsApp: +971 50 123 4567
  • Email: support@pawscarte.com
  • Website: www.pawscarte.com


We are committed to ensuring your satisfaction with every purchase and service at Paws Carte. Thank you for choosing us for your pet care needs.