Last Updated: May 2026
At Reem Pet Store, we strive to ensure customer satisfaction with every purchase. If you receive a product that is damaged, defective, incorrect, or incomplete at the time of delivery, please contact us within 3 days of receiving your order to initiate a return, replacement, or refund request.
Eligibility for Returns
Products may be eligible for return, refund, or exchange depending on their category and condition. To qualify for a return:
- The product must be unused, unopened, unworn, unwashed, and free from damage or misuse.
- All original tags, manuals, accessories, packaging, freebies, and included items must be returned with the product.
- The product must be returned in its original manufacturer packaging without tape, stickers, writing, or damage to the box.
Returns may be rejected if the item is returned in inadequate condition or without original packaging.
Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for return or exchange unless they were delivered incorrectly or arrived damaged:
- Opened pet food
- Treats and wet food
- Cat litter
- Medicines and supplements
- Grooming and hygiene products
Damaged, Defective, or Incorrect Orders
If you receive a damaged, defective, incorrect, or incomplete item, please contact our support team within 3 days of delivery.
To help us resolve the issue quickly, customers may be asked to provide:
- Order number
- Photos of the product and packaging
- A brief explanation of the issue
Refund Processing
If your return is approved, refunds will typically be processed within 7–14 business days after the returned item has been received and inspected.
Refunds may be issued through:
- Bank Transfer
- JazzCash
- Easypaisa
- Original payment method (where applicable)
Customers may be asked to provide payment details through our official support channels to process approved refunds.
Exchange Policy
We accept exchanges for pet accessories in cases involving:
- Wrong size
- Wrong color
- Incorrect item received
Food items are not eligible for exchange unless an incorrect product was delivered by us.
Return Shipping
If the return is due to an error made by Reem Pet Store, such as a damaged, defective, or incorrect item, return shipping costs may be covered by us.
For other return situations, customers may be responsible for return shipping charges.
Order Cancellation
If your order has not been shipped or dispatched yet, you may request cancellation by contacting our support team with your order number.
Once an order has been processed, packed, or dispatched, cancellation may no longer be possible.
If payment has already been completed for an eligible cancelled order, any approved refund will be processed according to this policy.
Need Help?
For return requests, refunds, exchanges, or order support, please contact us:
Email: support@reempetstore.pk
Phone / WhatsApp: +92 300 1682313
We appreciate your trust in Reem Pet Store and are committed to providing a smooth and reliable shopping experience for you and your pets.