Returns & Exchanges Policy
Return Policy
At GreenRoots Pet Supplies, we want you and your pets to be completely satisfied with your purchase. If you're not entirely happy with your order, we're here to help.
Return Eligibility
You may return most new, unopened items within 14 days of delivery for a full refund. We also accept returns of opened items within 7 days if the item is defective or damaged upon receipt.
Non-Returnable Items
The following items cannot be returned:
- Opened pet food, treats, or consumables for hygiene reasons
- Live fish or aquatic plants
- Personalized or custom-made items
- Items marked as final sale or clearance
- Gift cards
Exchange Policy
If you need to exchange an item for the same product, send us an email at returns@greenroots.ae and we'll guide you through the process.
Return Process
- Contact our customer service team at returns@greenroots.ae to initiate a return
- Our team will provide you with a return authorization and instructions
- Package the item securely with all original packaging and accessories
- Include your order number and return authorization in the package
- Ship the item to our Dubai warehouse or arrange for pickup (for Dubai residents)
Refunds
Once we receive and inspect your return, we'll send you an email to notify you that we've received your returned item. We'll also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
Late or Missing Refunds
If you haven't received a refund after 10 business days, please check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund, please contact us at returns@greenroots.ae.
Return Shipping
For returns due to our error (wrong item shipped, defective product, etc.), we'll cover the return shipping costs. For all other returns, the customer is responsible for return shipping costs.
For Dubai residents, we offer a pickup service for returns at a flat fee of AED 20.