سياسة الاسترداد

Return & Refund Policy – Pet Glow Pet Shop (Qatar)

At Pet Glow Pet Shop, we are committed to providing high-quality products for your pets. This policy is designed in accordance with applicable consumer protection standards in the State of Qatar.

1. Customer Rights

Customers are entitled to:

  • Return, exchange, or request a refund if the product is defective or damaged

  • Request a replacement or refund if the product does not match the description or order

2. Return Eligibility

Returns are accepted within 7 days of delivery, provided that:

  • The item is unused and in original condition

  • The item is returned in its original packaging with all accessories

  • Proof of purchase (order number or invoice) is provided

Returns that do not meet these conditions may not be accepted.

3. Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return or refund unless defective:

  • Pet food (dry food, wet food, treats)

  • Cat litter and other consumables without same packing

  • Opened grooming or hygiene products

  • Perishable items

4. Defective, Damaged, or Incorrect Items

If you receive a product that is:

  • Damaged

  • Defective

  • Incorrect

Please contact us within 24–48 hours of delivery with clear photos of the item and packaging.

After verification:

  • A replacement will be arranged, or

  • A full refund will be issued if replacement is not available

5. Refund Policy

  • Refunds are processed after inspection and approval

  • Approved refunds will be issued to the original payment method

  • Please allow 5–10 business days for processing

Note: Delivery charges are non-refundable unless the return is due to our error.

6. Exchange Policy

Exchanges are only applicable if:

  • The product is defective

  • The product is damaged during delivery

  • The wrong item was delivered

7. Return Shipping

  • If the return is due to a defect or our mistake, we will cover the return cost

  • For other eligible returns, shipping costs are the customer’s responsibility

8. Delivery Policy (Qatar Only)

  • We provide local delivery within Qatar only

  • International shipping is not available

  • Once an order has been dispatched, it cannot be cancelled

9. Important Notes

  • Items damaged due to misuse or improper handling are not eligible for return

  • Opened or used items cannot be returned unless defective

  • Items purchased during promotions or sales may not be refundable unless defective

10. Contact Us

Pet Glow 
Doha, Qatar
Email: info@petglow.qa
Phone/WhatsApp: +974 70718220