Refund & Return Policy

# Refund & Return Policy

**Last Updated: September 2026**

At **Ziad Pet Store**, we want our customers to receive their orders in good condition and as described on our website.

This Refund & Return Policy explains when products may be returned, exchanged, or refunded.

## 1. General Return Conditions

Customers should contact Ziad Pet Store as soon as possible if they receive:

* A damaged product
* The wrong product
* A product that is different from the ordered item
* A product with a manufacturing or packaging defect

The customer may be asked to provide photographs or other information to help us review the issue.

## 2. Pet Food and Consumable Products

For health, safety, and hygiene reasons, **opened pet food, treats, supplements, and other consumable products cannot be returned or exchanged** unless the product was received damaged, defective, or incorrect.

Customers should check the product and packaging upon delivery before opening or using it.

## 3. Unopened Products

An unopened and unused product may be eligible for return if it is in its original condition, packaging, and seal, subject to approval by Ziad Pet Store.

The product must be returned with all original packaging and accessories, where applicable.

## 4. Damaged Products

If a product arrives damaged, please contact us as soon as possible after receiving the order.

Please provide:

* Order number
* Product name
* Description of the issue
* Clear photos of the product and packaging

After reviewing the case, Ziad Pet Store may offer a replacement or refund, depending on the circumstances.

## 5. Wrong Product

If you receive a product different from the one you ordered, please contact us as soon as possible.

After verification, we may arrange a replacement with the correct product or provide another appropriate solution.

## 6. Products That Cannot Be Returned

Unless the product is defective, damaged, or incorrectly supplied, the following products are generally not eligible for return:

* Opened pet food
* Opened treats
* Opened supplements
* Used products
* Products with damaged or missing packaging
* Products that have been altered or damaged after delivery

## 7. Refunds

If a refund is approved, the refund method and processing time may depend on the original payment method.

For cash-on-delivery orders, we may contact the customer to arrange the appropriate refund method.

For online payments, refunds may be processed through the applicable payment provider.

Refund processing times may vary depending on the payment provider or financial institution.

## 8. Delivery Fees

Original delivery fees may not be refundable unless the return is due to an error by Ziad Pet Store, a damaged product, or another situation approved by our customer service team.

Additional delivery charges may apply for certain return or exchange requests.

## 9. Exchanges

Where applicable, an eligible product may be exchanged for the correct or an alternative product, subject to product availability.

If the replacement product has a different price, the difference may need to be paid or refunded accordingly.

## 10. Return Approval

All returns and refunds are subject to review and approval by Ziad Pet Store.

We reserve the right to refuse a return or refund if the product does not meet the conditions described in this policy.

## 11. How to Request a Return or Refund

To request a return, exchange, or refund, please contact Ziad Pet Store through the contact information available on our website.

Please include your order number and a clear description of the issue.

## 12. Contact Us

For questions regarding returns, exchanges, or refunds, please contact:

**Ziad Pet Store**

Egypt