Return & Refund Policy

1. Overview

petsorigin.com is operated by Pets Origin, a brand of The Percentage FZ-LLC, registered in RAKEZ, United Arab Emirates. We sell perishable consumable products (pet food). Our return and refund policy is strict by nature. We only accept returns under specific conditions outlined below. Change-of-mind returns are not accepted.

2. Eligible Reasons for Return

We accept return or refund requests only in the following cases:

• The product arrived visibly damaged or packaging was tampered with
• An incorrect product was delivered (wrong item, wrong flavour, wrong size)
• The product had an expired best-before date at the time of delivery
• A product was missing from your order

No other reasons qualify.

3. Conditions for Return

To be eligible:

• You must contact us within 48 hours of delivery
• The product must be unopened and unused
• You must provide your order number, a description of the issue, and clear photographs of the product and packaging
• The item must be in the same condition as received

Requests submitted after 48 hours will not be considered under any circumstances.

4. How to Request a Return

Email: [email protected]

Include in your message:

• Order number
• Item(s) affected
• Reason for return
• Photos of the product and delivery packaging

We will respond within 2 business days. Do not return any item without receiving written approval from us first. Unapproved returns will not be processed or refunded.

5. Non-Returnable Items

We do not accept returns for:

• Opened, partially consumed, or used products
• Products stored incorrectly after delivery
• Change-of-mind after delivery
• Orders placed on Amazon UAE or Noon UAE (those must go through the respective platform)
• Damage reported after the 48-hour window

6. Refunds

Once your return is approved:

• Refunds are processed within 7 business days
• Refunds are issued to the original payment method
• Card refunds may take an additional 3–5 business days depending on your bank
• Cash on Delivery (COD) refunds are issued via UAE bank transfer. You must provide a valid IBAN at time of approval
• Shipping fees are non-refundable unless the error was ours

7. Order Cancellations

• Orders can be cancelled before dispatch only
• Once dispatched, cancellation is not possible
• To cancel, email [email protected] immediately with your order number
• If we cancel your order due to stock unavailability or a pricing error on our side, a full refund is issued within 7 business days

8. Failed or Returned Deliveries

If delivery fails due to an incorrect address or customer unavailability:

• A re-delivery fee may apply
• Orders returned to us will incur a restocking fee of up to 15 AED deducted from the refund
• Shipping fees are non-refundable in this case

9. Amazon UAE & Noon UAE Orders

This policy does not apply to orders placed on Amazon UAE or Noon UAE. All returns and refunds for marketplace orders must be handled directly through those platforms.

10. Contact

• Email: [email protected]
• Website: www.petsorigin.com
• Legal Entity: The Percentage FZ-LLC, RAKEZ, United Arab Emirates