Refund policy

Return & Refund Policy

Effective Date: 26-Sep-2026

At Crazy Pets, we aim to provide our customers with quality pet products and a smooth shopping experience. Please read the following Return & Refund Policy carefully before placing an order.

1. Order Cancellation

Customers may request cancellation of an order within 2 days of placing the order, provided the order has not already been delivered.

If the order has already been shipped, a shipping/cancellation charge may apply based on the shipping method selected for the order.

If an order cannot be fulfilled or is cancelled due to the circumstances specified in this policy, the applicable refund will be processed according to the refund terms below.

Cancellation Due to No Customer Response

If Crazy Pets does not receive a response from the customer regarding an order or required confirmation for 7 days, the order may be automatically cancelled.

2. Refund Processing

Once an order cancellation or eligible refund is confirmed, Crazy Pets will initiate the refund within 24 hours of the order being returned to origin (RTO), where applicable.

The time required for the refund to appear in the customer's account depends on:

  • The payment method used

  • The customer's bank or card-issuing institution

  • The applicable banking/payment processing procedures

Crazy Pets will refund the full amount received for the cancelled product/order, subject to any applicable shipping or cancellation charges stated in this policy.

Any transaction, processing, currency conversion, or other bank charges imposed by the customer's bank or payment provider may be borne by the customer and are outside Crazy Pets' control.

Credit/Debit Card Payments

For payments made using a credit or debit card, Crazy Pets will refund the amount actually received by us for the applicable order.

Any bank, card issuer, payment gateway, currency conversion, or transaction charges deducted or imposed by the customer's bank/payment provider will be borne by the customer.

Cash Payments

Refunds for orders paid by cash will be processed through bank transfer only.

Customers requesting a refund for a cash-paid order must provide accurate bank account details required to process the refund.

Crazy Pets will not be responsible for delays or failed transfers resulting from incorrect or incomplete bank details provided by the customer.

3. Return & Exchange of Products

Returns and exchanges are subject to the conditions below.

Return Eligibility

A return request may be accepted only when:

  • The product is not damaged.

  • The product is unused and remains in its original condition.

  • The product is returned with its original packaging, where applicable.

  • The return request is submitted within 2 days of delivery.

No return or cancellation will be accepted after the applicable return period has expired.

For hygiene, safety, and product-quality reasons, certain pet products may not be eligible for return or exchange where applicable.

4. Products Damaged During Transit

If a product is damaged during transportation, the customer must contact Crazy Pets as soon as possible on the day of delivery.

For damaged products, the customer may request an exchange by contacting us through the email address or contact number provided on our website.

To process a damage claim, the customer must provide:

  • Clear photographs of the damaged product

  • A video showing the damaged product/package, where possible

  • Order number

  • Relevant details of the issue

Crazy Pets may review the submitted photographs/videos before approving an exchange.

If the damage is confirmed to have occurred during transit, Crazy Pets will arrange the applicable exchange process.

Damaged-product complaints should be submitted on the same day the order is delivered.

5. No Return or Cancellation After Delivery

Once an order has been successfully delivered, order cancellation or return requests will generally not be accepted, except where the product has been damaged during transit and the customer reports the damage within the required timeframe.

Customers are therefore advised to inspect their order immediately upon delivery.

6. Shipping Charges

If an order has already been shipped and the customer subsequently requests cancellation or return, the applicable shipping/cancellation charges may be deducted from the refund.

The applicable charge may depend on the shipping method selected and the actual shipping/return costs incurred by Crazy Pets.

7. Refund Method

Refunds will generally be made through the applicable banking/payment method.

For cash-on-delivery orders, refunds will be processed by bank transfer after the customer provides the required bank details.

Crazy Pets is not responsible for delays caused by banks, payment providers, card issuers, or incorrect customer-provided payment information.

8. How to Request a Return, Exchange or Refund

To request an eligible return, exchange, or refund, please contact Crazy Pets using the email address or contact number provided on our website.

Please include:

  • Customer name

  • Order number

  • Contact number

  • Product name

  • Reason for the request

  • Photos/videos, where applicable

Our team will review the request and provide the next steps.

9. Important Conditions

  • Return requests must be submitted within the applicable 2-day period.

  • Products must not be damaged by the customer.

  • Damaged products received in transit must be reported on the day of delivery.

  • Photos/videos may be required for damaged-product claims.

  • Shipping/cancellation charges may apply to orders that have already been shipped.

  • Refund processing by Crazy Pets will begin within the applicable timeframe stated above.

  • The time taken for the refund to appear in the customer's account depends on the payment method, bank, card issuer, and payment provider.

  • Bank or payment-provider charges are not controlled by Crazy Pets and may be borne by the customer.

  • Orders may be automatically cancelled if the customer does not respond to required communication within 7 days.

Contact Us

For any questions regarding returns, exchanges, cancellations, or refunds, please contact us through the contact details provided on the Crazy Pets website.

Crazy Pets
Website: crazypetshub.ae