Refund policy

Returns

For Orders Delivered within The United Arab Emirates

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

For items not covered by our 30-Day Satisfaction Guarantee (see below), your item must be in the same condition that you received it, unopened, sealed, unused, or unworn with tags, and in its original packaging to be eligible for a return.
You'll also need the receipt or proof of purchase, for example, the order number. If you do not have proof of purchase, we cannot process the return.

30-Day Satisfaction Guarantee

Products from Adored Beast Apothecary, Myco-Biome, MycoDog, Earth Animal, and CocoTherapy are covered by our 30-Day Satisfaction Guarantee. You have 30 days from the delivery date to request a refund on any of these products, opened or not, including their foods and treats. This also applies to sale items. The 30-Day Satisfaction Guarantee does not apply to international orders.

We do not offer exchanges under the 30-Day Satisfaction Guarantee. You are refunded the product price. Original delivery charges are never refunded, and any collection charge is deducted. Depending on the product, we may ask you to return it, or let you keep or donate it. To make a claim, see How to Start a Return below.

How to Start a Return

To make a claim or start a return, email bark@pawdega.com with your order number and the reason for your claim or return. We will reply with return instructions. 

If we arrange a return collection, AED 49 per collection attempt is deducted from your refund, including an attempt where nobody is available. 

We recommend packaging your return securely. Items damaged while being returned to us may not be eligible for a refund.

Exceptions / non-returnable items

Except where covered by the 30-Day Satisfaction Guarantee above, certain types of items cannot be returned, like supplements, food, treats, or perishable goods. Items past their expiration date cannot be returned or refunded unless said item was already past expiry when shipped or received. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on digital products, gift cards, or PAWDEGA merchandise.

Orders placed on our USA store www.PAWDEGA.us cannot be returned to our store www.PAWDEGA.com in the UAE.

Sale Items

Outside the 30-Day Satisfaction Guarantee, only regular-priced items may be refunded, and sale items cannot be refunded.

For International Orders (Orders Delivered Outside of UAE)

All sales are FINAL. Returns will not be accepted. Refunds are not possible. The 30-Day Satisfaction Guarantee does not apply to international orders.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at bark@pawdega.com with your order number and the issue you are having to initiate an exchange.

Exchanges are not offered under the 30-Day Satisfaction Guarantee. We refund you, and you are free to order whatever suits your pet.

Damaged, Defective, Missing, or Incorrect Items

If your order arrives damaged, leaking, broken, or defective, or if an item is missing or incorrect, please contact us within 72 hours of delivery at bark@pawdega.com.

To help us resolve the issue quickly, please include:

• Your order number
• Clear photos of the item, packaging, and outside of the shipping box
• A brief description of the issue

Damage claims reported after 72 hours of delivery may not be eligible for a replacement or refund.

In the very unlikely event you have ordered frozen items and they are not to your satisfaction, you are required to share videos and/or photos of the damage, defect, or defrosting within 1 hour of delivery. 

Refunds

Once your return is received and inspected, or once your claim is approved where no return is required, we will process your refund to your original method of payment within 15 working days.

The following are non-refundable or will be deducted from your refund:

1. Tips
2. Original shipping charges
3. Return collection charges (AED 49 per attempt)
4. Payment gateway charges (3% for credit cards, 6.5% for TABBY), except on refunds under the 30-Day Satisfaction Guarantee

If you opt for store credit, we will not deduct any payment gateway charges.