Refund policy
Return and Refund Policy
At Pawsitiv Pet, we want you and your furry friends to be completely satisfied with your purchase. If you need to return or replace an item, we are here to help.
We offer a 7-day return and replacement policy, which means you have 7 days from the date you receive your item to request a return or replacement.
1. Eligibility for Returns and Replacements
To be eligible for a return or replacement, your item must meet the following criteria:
- Be in the same condition as received (unused and unopened)
- Includes all accessories
- Does not have any damage
- Be in its original packaging
- Have receipt of purchase
- Serial Number (SN) of the product being returned must match our records
The request must be initiated within 7 days of the delivery date.
Note: Certain types of items cannot be returned, such as perishable goods (e.g., opened pet food or treats), custom products (e.g., personalized collars), and personal care goods (e.g., grooming products) for hygiene and safety reasons.
Products with the following will not be accepted as returns:
- Perishable goods (e.g, opened pet food or treats)
- Custom products (e.g, personalized collars)
- personal care goods (e.g, Litter box, grooming products, etc) for hygiene and safety reasons
- Products that have surpassed the return/refund/exchange deadline of 7 days
- Products that do not match the Serial Number (SN) in our records, based on the product delivered
- Products with any markings.
- Products that are not in their original packaging
- Products with damaged original packaging
- Products that are damaged
- Products that are damaged due to improper storage
- Products that were sold during the Promotion/Sale
- Products that were offered at special discounted prices
2. How to Initiate a Return or Replacement
To start a return or request a replacement, please contact our support team:
Email: info@urbanhubonline.com
Contact Number (only for returns via courier): +971529124267
If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
3. Shipping Your Return
Please mail your authorized returns to the following address:
Urban Hub General Trading LLC
Wasl Warehouse,
5D,
Jebel Ali Industrial Area,
43031,
Dubai,
United Arab Emirates
Defective or Incorrect Items: If the return is due to our error (you received an incorrect or defective item), we will cover the return shipping costs.
Customer Remorse: If the return of the item is because the customer has changed your mind or ordered the wrong size, the customer will be responsible for paying the shipping costs for returning the item.
4. Replacements and Exchanges
If you need to exchange an item for a different size, color, or a replacement for a defective product, please indicate this when you contact our support team. Once we receive and inspect your returned item, we will process and ship your replacement.
5. Refunds
We will notify you once we’ve received and inspected the returned item(s). If the request for return/refund/exchange is accepted by the management, we will automatically proceed to initiate a partial refund (a small fee may be deducted from the refund amount to cover the costs incurred during the processing of the order) on your original payment method within 14 business days.
Please note that sometimes banks or credit card companies might take a longer time to process and post the refund to your account. If more than 15 business days have passed since we’ve approved your return, please send an email to petkit@urbanhubonline.com
6. Contact Us
For any questions regarding your return, replacement, or refund, please reach out to us at:
Trade Name: Pawsitiv Pet
Email: info@urbanhubonline.com