Returns

Eligibility for Returns:

To be eligible for a return, your product must meet the following conditions:

  • Timeframe: Return requests must be initiated within [e.g., 1-2 days] from the date of delivery.

  • Condition: The item must be unused, unopened, in its original packaging, and in the same condition that you received it.

  • Proof of Purchase: A valid receipt or proof of purchase from Pet Hub is required.

B. Non-Returnable Items: For hygiene, safety, and regulatory reasons, certain items cannot be returned. These typically include:

  • Perishable goods (e.g., fresh food, treats with short expiry dates).

  • Opened food, treats, or nutritional supplements.

  • Medications, vaccines, or prescription items.

  • Personalized or customized items.

  • Used bedding, toys, or worn apparel.

  • Digital products or services that have been accessed or used.

C. How to Initiate a Return: To request a return, please follow these steps:

  1. Contact our Customer Service team via pethub707@gmail.com or +201552816139 within the eligible timeframe.

  2. Provide your order number, the name of the item(s) you wish to return, and the reason for the return.

  3. Our team will review your request and provide you with instructions for returning the item, including pickup arrangements if applicable.

D. Refunds for Products:

  • Once your returned item is received and inspected by our team, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original method of payment within [e.g., 1-2 business days]. Please note that banking processing times may vary.

  • Shipping costs are generally non-refundable, unless the return is due to our error (e.g., incorrect or damaged item).

E. Product Exchanges:

  • If you wish to exchange a product for a different size, color, or alternative item, please contact our Customer Service team. Exchanges are subject to item availability and must meet the same eligibility criteria as returns.

Service Cancellation & Rescheduling

This section applies to booked services such as Veterinary Home Visits, In-Home Grooming, and In-Clinic Appointments.

A. Cancellation Policy:

  • Full Refund/No Charge: To receive a full refund or avoid any cancellation fees, you must cancel your service booking at least [e.g., 24 hours] prior to the scheduled appointment time.

  • Late Cancellation: Cancellations made less than [e.g., 24 hours] but more than [e.g., 4 hours] before the appointment may incur a late cancellation fee of [e.g., 50% of the service fee] or result in a partial refund.

  • No-Show/Less than [e.g., 4 hours] Notice: Appointments missed without prior cancellation or canceled with very short notice (e.g., less than [e.g., 4 hours]) will be charged the full service fee, and no refund will be issued.

B. Rescheduling Policy:

  • You can reschedule your service appointment free of charge if you do so at least [e.g., 24 hours] prior to the original scheduled time.

  • Rescheduling requests made with shorter notice may be subject to a rescheduling fee, depending on the service and availability.

C. How to Cancel or Reschedule a Service:

  • Please contact our Customer Service team immediately via pethub707@gmail.com or +201552816139 to cancel or reschedule your booking. Please provide your booking reference number.

Damaged or Incorrect Items

  • If you receive a damaged product or an item different from what you ordered, please contact our Customer Service team immediately upon receipt (within [e.g., 24-48 hours]).

  • Provide your order number and clear photos of the damaged or incorrect item(s) and the packaging.

  • We will investigate the issue and arrange for a replacement or a full refund, including any applicable shipping costs, at no additional charge to you.

Changes to This Policy

  • Pet Hub reserves the right to update or modify this Return Policy at any time. Any changes will be effective immediately upon posting the revised policy on this page. We encourage you to review this policy periodically.

Contact Us

If you have any questions about our Return Policy, or need assistance with a return or service booking, please do not hesitate to contact our Customer Service team: