Return, Replacement, and Order Cancellation Policy
Our return policy is simple and worry-free: If you’re not 100% satisfied with your pet supplies, you can return them within 7 days of receiving your order. To request a return or replacement, please contact us with your order number.
Return Requirements
We ask that the product:
- Is unused and unexpired.
- Is in the same condition as when you received it.
- Is in the original packaging and includes all accessories.
If the products you received are incorrect or damaged, we will gladly exchange them for you or provide a refund on a case-by-case basis.
Non-Returnable Cases
Unfortunately, returns cannot be accepted in the following situations:
- Requests made after 7 days of receiving your order.
- Products that have been used, opened, damaged, or are no longer in their original condition.
- Free products (e.g., items received as part of a promotion or gift) cannot be returned, exchanged, or refunded.
Return Shipping Fees
A 25 SAR return shipping fee will be deducted from the value of the returned product.
If you received free shipping on an order over 150 SAR or through a promotion and decide to return the products, Aseel reserves the right to deduct the cost of shipping from your refund.
Refund Process
Refunds will be processed based on your preferred method after we receive and inspect the product:
- Aseel Wallet: Amount will be credited to your wallet immediately after approval.
- Online Payment Option: Refunds will be processed automatically to the card used for the purchase. The refund period will be subject to the policy of the bank or electronic payment provider.
- Bank Transfer: Refunds will be made to the provided bank account within 2 to 14 business days.
Refunds on Promotional Items
If you purchased an item during a promotion (e.g., a discount, buy-one-get-one-free offer), the refund will be issued based on the price paid after the promotion, not the original price. For example:
- Original price: 100 SAR
- Discounted price (after promotion): 70 SAR
If you return the item, your refund will be 70 SAR, which is the price you paid after the promotion.
Damaged or Incorrect Products
If you receive a damaged or incorrect item, please contact customer service within 48 hours of receiving your order. After this timeframe, we may not be able to process your claim.
Replacement Policy
We do not offer direct replacements. If you’d like to replace an item, we recommend initiating a return and placing a new order for the desired product.
Order Cancellations and Changes
- Changing an Order: Due to the fast-paced nature of our order processing, we are temporarily unable to make changes to existing orders.
- Cancelling an Order: If your order hasn’t shipped yet, please send us a message with your order number, and we’ll resolve it as quickly as possible to ensure a smooth and worry-free experience. If your order has already been processed and shipped, we may not be able to cancel it. In that case, we will issue a refund (please note that the shipping fee may be deducted).
Aseel reserves the right to make changes to our Site at any time, including but not limited to our Terms, our Privacy Policy, Return, Replacement, and Order Cancellation Policy and any other terms and conditions that may apply to our Site and/or Products, programs and services.