Refund policy

 

At Floof, we want you and your pet to be completely happy with your purchase. If something isn't right, here is how we can help.

1. Return & Exchange Window

Timeline: Please notify us within 14 days of your order date.

How to reach us: Email us at sales@floof.ae or call us toll-free at 800-35663.

What to provide: Please include your order number, the product name, and the reason for the return or exchange.

2. Refunds & Account Credit

Store Credit: If eligible, we can instantly process a credit to your Floof account for your next purchase.

Original Payment Method: If you prefer a refund to your card, please note that refunds will be issued only through the Original Mode of Payment.

Processing Time: Card refunds typically take between 3 to 7 business days, though it can take up to 14 days depending on your credit card’s issuing bank.

3. Exchange Policy

Want a different size, color, or flavor? We are happy to exchange eligible items within the 14-day window, provided they are unused, undamaged, and in their original packaging.

Note: Delivery charges may apply for picking up and redelivering exchanged items.

4. Non-Returnable & Non-Exchangeable Items

To ensure the health and safety of all pets, we strictly cannot accept returns or exchanges for the following:

• Prescription medication

• Open food items or treats

• Frozen or chilled items

• Items purchased on sale / promotional items

• Items damaged due to misuse or pet wear-and-tear

Please Note: All items approved for return or exchange must be in their original, unopened packaging and in resalable condition.