Refund & Return Policy
Return & Refund Policy
At The City Vet Shop, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority. If you're not happy with your purchase for any reason, please get in touch with us at our contact page.
You can return your item(s) within 14 days from the date of delivery For all products except Food and Treats.Β
Food and Treats products can be returned within 48 hours from the date of delivery.
Items must be in their original packaging, unused, and unwashed condition with all tags and packaging intact.
Any item purchased on discount, used items and without the tags are excluded from the return policy.
Refund will be processed in 5-7 business days from the date of product received.
We accept the returns of all items, except for items that are altered in form from their original purchase, used and items bought on sale.
Product Concerns
We take product safety seriously and encourage customers to use our products safely and responsibly. Adhere to all proper usage instructions and safety precautions provided with your product and all available resources on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience discomfort while using our products, discontinue use immediately and contact us using our contact page. We will help you address any concerns or questions.
Damaged Items
We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.
If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We neither refund nor accept returns for items damaged through normal use, wear and tear, or misuse.
How to apply for a refund?
Please reach out to the customer service team via email on shop@thecityvetclinic.com, you can also call the team onΒ 0506690749, or do live chat. Provide your order number and reason for return. They will guide you through the process.
Items can be returned to all The City Vet Clinic stores across UAE. Items must be in their original packaging, unused, and unwashed condition with all tags and packaging intact. Any item purchased on discount, used items and without the tags are excluded from any return policy.