REFUND & RETURNS POLICY

Last Updated: 01 September 2025

At Rescue Pet Food, we take pride in the quality of our products and in providing our customers with a reliable service.

Because many of our products are food, perishable or prepared specifically for individual orders, all sales are final, except where a refund, replacement or other remedy is required under applicable UAE consumer-protection law.

By placing an order with us, you acknowledge and agree to this Refund & Returns Policy together with our Terms & Conditions of Sale.

1. ALL SALES ARE FINAL

All sales are final once an order has been processed.

We do not accept returns or refunds simply because a customer has changed their mind, ordered the incorrect product, ordered the incorrect quantity or no longer requires the product.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable UAE law.

2. PERISHABLE PRODUCTS

Due to the nature of food and other perishable products, no refund claims will normally be accepted more than 24 hours after delivery.

Customers must inspect perishable products promptly upon receipt and notify us of any suspected fault, damage, spoilage or other issue within 24 hours of delivery.

This time limit does not prevent any statutory rights that cannot legally be excluded.

3. FAULTY OR DAMAGED PRODUCTS

Where you believe a product is faulty, damaged, spoiled or otherwise defective, you must contact us as soon as possible and, where applicable, within 24 hours of delivery.

Photo evidence is required for all claims involving an alleged fault, damage, spoilage or product condition issue.

We may request:

  • Clear photographs of the product;
  • Photographs of the packaging;
  • Photographs showing the batch, expiry or production information where applicable;
  • Your order number; and
  • A description of the issue.

We may require additional information where reasonably necessary to investigate a claim.

Where a product is confirmed to be faulty or defective, we may, depending on the circumstances and applicable law:

  • Replace the product;
  • Provide an alternative product;
  • Repair the product where appropriate; or
  • Provide a refund.

The remedy provided will take into consideration the nature of the product and the circumstances of the claim.

4. OUT-OF-STOCK PRODUCTS

If an item you have ordered is unavailable, we may contact you to offer a suitable alternative.

If an acceptable alternative cannot be found, we will refund the unavailable item.

Any refund will be made to the original payment method used for the purchase.

5. INCORRECT DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

We will not provide a refund for an order that cannot be delivered because:

  • The address supplied was incorrect or incomplete;
  • The customer provided an incorrect telephone number;
  • The property could not be located using the information provided;
  • The customer failed to provide necessary access instructions; or
  • The delivery location did not meet our delivery requirements.

Where a delivery fails because the customer’s delivery requirements have not been met, any refund will be subject to the applicable failed-delivery charge set out in our Terms & Conditions of Sale.

6. FAILED DELIVERIES

Where we attempt delivery but are unable to complete the delivery because the customer or delivery location does not meet our delivery requirements, we reserve the right to deduct the applicable failed-delivery or other reasonable charges from any refund.

For example, a failed delivery may occur where:

  • There is no suitable parking or stopping access;
  • Paid parking is required;
  • Access to the property is restricted;
  • Apartment delivery requirements have not been met;
  • Security or building management refuses access;
  • The customer is unavailable;
  • The address provided is incorrect;
  • The customer cannot be contacted; or
  • The delivery cannot reasonably be completed for reasons attributable to the customer.

Please refer to our Terms & Conditions of Sale for our full delivery requirements.

7. DELAYED DELIVERIES

We do not provide refunds solely because a delivery is delayed where the delay results from circumstances outside our reasonable control.

This may include:

  • Traffic;
  • Road closures;
  • Weather;
  • Accidents;
  • Vehicle breakdowns;
  • Government or security restrictions;
  • Building or community access restrictions;
  • Operational circumstances;
  • Supplier delays; or
  • Other circumstances beyond our reasonable control.

Our delivery dates and times are estimates unless we have expressly confirmed a guaranteed delivery appointment.

Nothing in this section excludes any mandatory rights available to consumers under applicable UAE law.

8. WRONG PRODUCT OR MISSING PRODUCT

If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible.

We may request photographs of the delivered items and packaging in order to investigate the issue.

Where we confirm that an incorrect or missing item was caused by an error on our part, we will provide an appropriate remedy, which may include replacement or refund of the affected item.

9. PRODUCT STORAGE AND HANDLING

Once a product has been delivered, the customer is responsible for following all applicable storage and handling instructions.

For food, frozen, chilled or other temperature-sensitive products, customers must ensure that products are stored appropriately and promptly after delivery.

We cannot accept responsibility for deterioration, spoilage or damage resulting from incorrect storage, handling, exposure to unsuitable temperatures or other circumstances occurring after delivery.

10. REFUND METHOD

Approved refunds will be made only to the same payment method originally used to place the order, unless otherwise required by applicable law or agreed with the customer.

We do not normally provide cash refunds or refunds to a different card, bank account or payment method. 

The time taken for a refund to appear in a customer’s account may depend on the payment provider or bank and is outside our control. Expect up to 10 days.

We are unable to provide you any transaction numbers to trace the payment for up to 5 working days – if your refund is still not showing in your account after 5 working days please contact us for the transaction reference so that you bank can trace the funds.  Once a refund has been processed from our side, we are unable to trace any funds and this should be taken up directly with your bank.

11. DEDUCTIONS FROM REFUNDS

Where a refund is approved, we reserve the right to deduct applicable charges where permitted by law and in accordance with our Terms & Conditions of Sale.

These may include, where applicable:

  • Failed delivery charges;
  • Reasonable delivery costs incurred as a result of circumstances attributable to the customer;
  • Restocking or handling charges where applicable and legally permitted; or
  • Other charges expressly agreed to at the time of purchase.

Any deduction will be communicated to the customer where reasonably practicable.

12. STATUTORY CONSUMER RIGHTS

Nothing in this Refund & Returns Policy is intended to exclude, restrict or remove any consumer rights or remedies that cannot legally be excluded under applicable UAE law.

Where a product is defective or otherwise fails to meet applicable legal requirements, the customer’s statutory rights will apply.

Where a statutory right provides for a remedy that differs from this policy, the statutory right will prevail.

13. HOW TO REQUEST A REFUND OR REPORT A PROBLEM

To report a problem with an order, please contact us as soon as possible. on what’s app +971555528106

Please provide:

  • Your name;
  • Order number;
  • Date of delivery;
  • Product concerned;
  • Description of the issue; and
  • Clear photographic evidence where the claim relates to a faulty, damaged or defective product.

We will review the information provided and determine the appropriate resolution in accordance with this policy, our Terms & Conditions of Sale and applicable law.  Failure to provide the FULL details may lead to delays tracing your transaction.

14. FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to investigate refund and product claims.

Where we reasonably believe that a claim is fraudulent, dishonest, abusive or intended to obtain an unjustified refund, we may refuse the claim and take any further action available to us under applicable law.

This does not affect any genuine statutory consumer rights.

15. CHANGES TO THIS POLICY

We may update this Refund & Returns Policy from time to time.

The latest version will be published on our website.

16. CONTACT

For refund or product-related enquiries, please contact:

Rescue Pet Food
Website: www.rescuepetfood.ae
Phone/WhatsApp:+972 555528106
United Arab Emirates

By placing an order, you acknowledge that you have read and accepted this Refund & Returns Policy and our Terms & Conditions of Sale.