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Return Policy

How to return a product?
Before returning an item, please check our PetsProf Return conditions, stated in the questions below, to make sure your item is eligible for return.
Under certain conditions; and in accordance with the Egyptian Consumer Protection law: item(s) received from PetsProf can be returned within 7 days from delivery date in case you changed your mind, or within 14 days if defective, wrong, not matching the description on website or missing parts.
You can connect on our website and fill in our Online Return form. Simply Login and go to "My Orders", and open the last order by clicking on “Order details”. If you product is eligible to a return, you will see a button “Return Product”. Click on it to start the return process.
Don't forget to fill the paper return form and pack it with your product to return.
Having trouble completing the Online Return form? Click Here to access our step by step guide on Online Returns. Or, you can contact Customer Service at 01000718708 or wecare@petsprof.com


How much time do I have to return a product to PetsProf ?
All items sold on PetsProf , under certain conditions, can be returned within a period of 14 days from delivery date.

Example: If I receive my product on Monday 5th, I have until next Sunday 19th to submit a return request.
* NOTE: You have 14 days -from the day you received your purchase- to notify us that you wish to return an item, during the first week of which you can submit the request to return an item or more online, while after you can only submit it by calling Customer Service.
We do not accept returns past 14 days of delivery. If you face this situation, we advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.


What are the conditions for returning an item?
Requirement for a valid return

Proof of purchase (order number, invoice, etc).
Reason for return has to be valid, and return acceptance conditions met (check below).
Refund method that you would like, and the necessary information associated when applicable (bank account number, etc.).
The hard copy of the Return form (the bottom half of the delivery receipt) filled in and included with the product.
Should there be any item damaged during transportation, please contact our customer service within 24 hours for claim purposes. Remember to send back all items including the free promotional items that came with the purchase. If forgotten, the return will not be accepted.
Once your product is retrieved, we will perform a quality check.
If the returned product passes the quality check, we will refund you according to your requested refund method. This will happen within a maximum of 10 days from the day your return request is submitted.
* Note: If the quality check is unsuccessful, the return request will be rejected, and your product will be sent back to you. Customer Service will contact to arrange sending it back to you.


How do I send my product to PetsProf ?
We will arrange a pick-up at your your convenience within 3 days after you submit the return request.

* Note that for pick-up, we will make 2 scheduled attempts in two different days. However, after 2 unsuccessful pick-up attempts, we will consider that you no longer wish to return the product, and the return request will be cancelled.


How do I track the status of my return request?
You can track return status using the tracking number which can be obtained from the Customer Service, or via Check Status option under My Orders page, which you can also access from here.



How long is the quality evaluation process?
During the quality check, the concerned team will make sure that your product meets all the requirements for a return as stated in our policy. This quality check process may take 3 to 5 business days upon receiving your returned product at our facility.

Refund process only begins after your returned item passes the Quality Check.


Is my product under warranty?
We advise you to check our warranty page here to get more information about our warranty policy.

Contact our Customer Service team on 01000718708, or by email on wecare@petsprof.com if you have any question.