At Hanz & Oley, we understand that sometimes you may change your mind about your order.  Please see the below terms and conditions to order cancelation.

Order cancelations Pre Shipping

If your order has not yet been shipped, you can cancel your order and if paid on line receive a full refund via the same means of payment.  Refunds can take up to 45 Days depending on the bank used.  We will process your refund within 5 working days and send you a screen shot of the refund request for your records.

Pre shipping means before the shipping status in your order changes.  If you have received the SMS from the courier but they have still not collected from our warehouse we may still be able to cancel your order without charge for you.

 

Order cancelation After Shipping

If you order has already been shipped but not delivered, you can still cancel your order.  Once your order has been returned to our warehouse by the courier we will process the refund for you and there will be a charge of 30AED as a restocking fee deducted from your order.

If you order is already with the courier and OUT FOR DELIVERY we are unable to cancel your order.  It must arrive back to the Courier warehouse before we can cancel the order. There will be a fee of 30AED as a restocking fee once your order has arrived back to our location.

 

Returning your order After Delivery for Refund

If you have received your order and wish to return it, it must be returned by you to our warehouse in DIP 2, you will bear the cost of return.  At our warehouse it will be inspected by our team to ensure that it is in resalable condition.  As long as it is in resalable condition we will process your refund for you.  a 30AED charge will be deducted from your refund amount to cover the restocking fee. 

 

All returns must be made within 14 Days of delivery to be elidable for a refund. Please see NON returnable items listed below.

If you return a NON returnable item in error, you are requested to collect it from our warehouse as we will only keep it in house for 30 days – after this we will consider you wish it to be donated to charity.

 

Returning your order for Exchange

We understand that sometimes the item might just not be what you expected or fit properly.  You can return your items for exchange.  You must return your item to us at our DIP warehouse.  You will bear the cost of the return shipping fees if any are incurred.  Once the items are back with us our team will inspect them to ensure that they are in a resalable condition.

If you are exchanging your order there will be NO restocking fees charged.

 

NON returnable

We do not accept ANY perishable or storage temperature sensitive items back – if the items is food, treats, shampoos or supplements we will ne accept them back under any circumstances to protect other pets.  This rule is due to once the item has left us we can not guarantee the storage conditions and therefore it is unsellable to other pets.

SALE Items are NON returnable

Damaged Items

If you item is damaged or faulty please contact us within 7 days. Each case will be taken on a case by case basis.  If your product is defective within 15 days of purchase please contact us so we can investigate. In some cases we do not require the items to be returned.

Items are not covered as defective or faulty if there is misuse.  Items chewed up by pets will not be entertained for refund or return.

 

Your Rites

None of the above terms and conditions affect your statutory rites as set out by the UAE consumer protections advisory