Refund policy
Willow Pets — Return & Refund Policy
Effective Date: June 1, 2025 Last Updated: May 30, 2026 Applies To: All orders on willowpets.com Contact: support@willowpets.com
1. Overview
At Willow Pets, your satisfaction is our priority. We stand behind every product we sell — from collars and leashes to toys and beds. If something is not right, we will make it right.
This policy applies to all pet accessories purchased through willowpets.com or our Dubai retail location.
2. Return Eligibility
You may return an item within 14 days of delivery if:
- The item is unused and in its original condition
- All original tags and packaging are intact
- The item is free from pet hair, odours, or signs of use
- You have proof of purchase (order confirmation or receipt)
The following items cannot be returned:
- Personalised or custom-engraved items
- Worn or used collars and harnesses
- Chewed or damaged toys
- Washed or soiled beds and blankets
- Items marked "Final Sale"
- Gift cards
3. Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged during shipping, or incorrect, contact us within 48 hours of delivery at support@willowpets.com with your order number, a photo of the issue, and a brief description.
We will arrange a free replacement or full refund. Return shipping is covered by Willow Pets in these cases.
4. How to Initiate a Return
- Email support@willowpets.com with your order number and reason for return
- We will review your request within 2 business days and send a Return Merchandise Authorisation (RMA) number
- Securely repack the item in its original packaging and write the RMA number on the outside
- Ship to our Dubai fulfilment centre (address provided in your approval email) and retain your tracking number
- We inspect returned items within 3 business days of receipt
- Refund, exchange, or store credit is issued within 5–7 business days of inspection
Note: Returns sent without an RMA number will not be accepted.
5. Refunds
Refund options:
- Original payment method — 5 to 7 business days (depending on your bank)
- Store credit — Within 24 hours, valid for 12 months on willowpets.com
- Exchange — Dispatched within 3 business days, subject to stock availability
Shipping costs are non-refundable unless the return is due to our error. Return shipping is the customer's responsibility. We recommend using a tracked courier — Willow Pets is not liable for lost return shipments.
Partial refunds may be issued if the item is returned in a different condition from how it was received, or if only part of an order is returned.
6. Exchanges
We offer exchanges for a different size or colour of the same product, subject to stock availability.
- Request within 14 days of delivery via support@willowpets.com
- If the new item is higher in value, you will be charged the difference
- If the new item is lower in value, store credit will be issued for the difference
- Items must be in original, unused condition
7. Order Cancellation
- Within 1 hour of placing your order — Full refund to your original payment method
- After 1 hour, order not yet shipped — Contact us immediately. We will attempt to intercept but cannot guarantee cancellation
- After order has shipped — Follow the standard return process upon receipt
- Personalised or custom orders — Non-cancellable once production has begun
8. UAE Consumer Protection
Willow Pets operates in full compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection. As a customer in the UAE, you are entitled to receive products that match their description, are free from hidden defects, and come with a clear remedy if they do not meet advertised standards.
For unresolved concerns, you may contact the UAE Ministry of Economy Consumer Protection Department at +971 600 522 225 or www.economy.gov.ae.
9. Contact Us
Hours: Saturday–Thursday, 9:00 AM – 6:00 PM (Gulf Standard Time)
- Email: support@willowpets.com
- Address: Willow Pets, Dubai, United Arab Emirates
Thank you for choosing Willow Pets — Care. Love. Companionship.