Refund & Exchange Policy
REFUND POLICY - Dubai locations
Items purchased under special offers & discounts are not eligible to any return, exchange or refund.
We will only refund if the order is not yet delivered to you in case
- Items are out of stock
- You requested to cancel order and refund prior to delivery because you realised the items you ordered are wrong, in case you do not want to keep the credit in your account with us, we will refund you after deducting 8% from total order as admin fee.
In case the items are already delivered to you and you simply changed your mind and you want to return the items and have a refund, this will not be possible unless you have a proof that you received the product damaged or not as described (not as per website’s description). Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.
I ordered the wrong item, how can I return it?
Scroll Down to see if the product you want to return is eligible for an exchange.
In the unusual circumstance where the item received is wrong (and mistake is from Your side), you can exchange the item in the retail packaging you received it and in the original box and/or packaging intact. Our policy for the exchange lasts for 14 days on items that are eligible for exchange.
Please read below carefully the exchange details that apply on all products in case the item is eligibe for an exchange:
Option 1 - You will be charged 20 Dhs Delivery Fees if you are located in one of New Dubai areas, and Dhs.30 Delivery Fees if you are located in the old side of Dubai. The delivery fee must be paid in advance and before we send our delivery to pick up the item.
If you are not able to provide a clear picture showing the product is in original condition or if the product needs inspection, the driver will come to pick up the item and take back to our store for inspection to check if the product was open and used and depends on the brand, some products are checked by the shop's manager while some brands are sent to the supplier, in case the item was opened and used, it will be returned to you and you won't be eligible for an exchange. If the product is in original packaging, we will arrange to bring to you the item that you would like to exchange within 2-3 working days and the item you want to exchange with must be higher or equal than the item you want to return.
Option 2 - Drop the item that you would like to exchange to our shop in DIP with order number and reason for exchange (please send an email prior to choosing this option, staff at our retail shop must have an approval from online management to receive the product). It will take 2 working days for us to come back to you but if the product is clearly in original packaging and not used you will get a reply from us the next day. Once the exchange is approved, we will call you or message you to come and pick up the item you would like to get as an exchange.
In case you are eligible for an exchange and you don’t want to use the amount at the same time, you will be given a credit note valid for 60 days to use it for the exchange.
No exchange on any accessory such as beds, collars, leashes, harnesses etc... and items that you opened and they are no longer in original packaging. Trying beds or accessories will no be accepted on the door at the time of the delivery, for hygiene reasons we won't accept any such request. Items that need assembly will not be accepted if box is opened, assembled then disassembled and returned back to box.
Travel carriers must be un-opened, once the seal is removed the carrier cannot be exchanged. Note that carriers must be inspected prior to approval of exchange.
For All other Emirates - If you want to return an item because you changed your mind or you ordered the wrong size or you didn't read the description, you need to ship the product back to us in its original condition with a registered courier at your own cost, shipping the product back to you again will be at your own cost as well. You can also bring the item to our shop in DIP however you need to get approval for exchange by email prior to visiting the shop for an exchange, the retail shop will not be able to assist with any exchange for an online order without clear communication and approval from the manager by email in advance.
*All communications with regard to exchange should be sent to our email: Sales@thehappydolphinpets.com - Please note our delivery section and WhatsApp number are not responsible to receive complaints and we will only attend to requests sent by email.
What should I do if I received a damaged product?
If your product has arrived damaged, please contact us immediately so we can exchange it for you right away. Notifying us of damage after 48 hours will not be accepted. In case the item you received is damaged or defected, you could return it in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, it will be sent to supplier for inspection, if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.
Note that all fragile items should be inspected by you or the person receiving the item on your behalf, we will not exchange or return fragile items.
*All communications with regard to a damaged product should be sent to our email: Sales@thehappydolphinpets.com - Please note our delivery section is not responsible to receive complaints and we will only attend to requests sent by email.
I ordered new brand of food/ treats for my pet but he/ they did not like it – can I exchange it with another brand/ flavor?
If you decided that you want to exchange any food and it is still in its original package, not opened and sealed, we will be happy to come to exchange it however a delivery fee of 25Dhs will be applied. We only accept exchange of food within 48 hours during summer time. As we cannot guarantee that the client stored the food he wants to exchange properly, we cannot exchange any food, treats or edible chews after 48 hours from delivery date specially during summer months.
What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?
A brand-new, unused, unopened, undamaged item in its original packaging. The packaging should be the same as when it was delivered to you. Any item that needs assembly must be new , unassembled in its original sealed box. If the box was opened, the item was assembled then disassembled again and returned to its original box, we will not accept it since we cannot know if all “pieces” are returned back to the box or if the items were damaged during assembly process.
I expected the cat toy/ dog toy to LAST LONGER, will you exchange it for me or refund me my money? For Cats & Dogs toys, they are not supposed to live forever, it all depends on your dog chewing habits etc.. All our interactive toys for cats should be hidden when you are not playing with your cat/(s). 95% of our products are high quality made in USA, however your pet is your responsibility, please read all labels carefully.
I ordered wrong size, what shall I do?
If you realized that you ordered wrong size, we can exchange it for the correct size provided that the merchandise is in New with Label and unused condition. If label is removed, like in all stores, we cannot exchange it for you. And we do not offer refund, if you cannot find what you want you keep your credit money with us until you find something else to buy from our store. Please read description carefully before you make a purchase - we charge Dhs. 50 Fees if you want us to come to you again to exchange an item. The price of the item you want to exchange must be higher or equal than the item you want to return.
Under what conditions you don’t accept an exchange?
Merchandise on special offer or purchased using a discount code
Not in original packaging - items that need assembly will not be accepted if box was opened and sealed back
Collars/ Harnesses/ Shoes and Beds for cats & dogs for hygiene reasons - we do not offer trial and exchange
Food & treats during summer time
For Hygiene reasons, we cannot exchange Pet Beds (including cat trees & cat furniture) & Collars/ Harnesses/ Shoes - please read carefully the description and select the right size.
It has been over 2 weeks since I made a purchase and I want to exchange - what can I do?
Please see above what are the items that are not legible for exchange, if the item you purchased is legible for exchange, you have only 2 weeks from the date of purchase.
I have a complaint, how can I reach you?
If you have a complaint, you need to EMAIL US on Sales@thehappydolphinpets.com with the details and we will get back to you ASAP.
*Due to many clients ordering then changing their minds because they didn't read the description properly or simply for not liking the product/ we had to restrict our exchange policy, any item other than food which we accept exchange on (not listed in the restricted items) will go to supplier for inspection first to make sure that it is returned in is NEW CONDITION mentioned above. We will charge 25Dhs to arrange pick-up, the item will be taken to supplier for inspection and once we get approval from supplier, you will get the amount credited to your account with us to be used within 10-45 days (ie you can choose something else to buy within the same amount).