eSoukk Pets — Return & Refund Policy

Return & Refund Policy

Last Updated: 31 October 2026

At eSoukk Pets, operated by KRUTWA TRADING FZ LLC, we want customers to shop with confidence.

We offer a 30-day return policy for eligible products. Please review the following terms before making a purchase.

1. Our 30-Day Return Policy

Customers may request a return within 30 calendar days from the date their order is delivered.

To qualify for a change-of-mind return:

The product must be unused and in its original condition.
Original packaging, labels, tags and accessories must be included.
The product must not be damaged through misuse or improper handling.
Proof of purchase or an order number must be provided.
The product must not fall within the non-returnable categories described below.

Products may be reasonably inspected upon delivery without automatically losing return eligibility.

2. How to Request a Return

To initiate a return, please email:

info@esoukk.ae

Include the following information:

Your order number.
Product name.
Reason for the return.
Photographs of the product, where relevant.

Our customer support team will review your request and provide return instructions.

Please do not send products to our registered business address or the original shipping warehouse without receiving return instructions.

The designated return address will be provided after your request is reviewed.

We do not operate a physical retail location for customer returns.

3. Return Shipping Charges

Change-of-Mind Returns

For eligible returns requested because a customer has changed their mind, ordered the wrong product, or no longer requires the item:

The customer is responsible for return shipping costs.
Customers should use a reliable, trackable shipping service.
Original delivery charges are generally non-refundable unless required by applicable law.
No restocking fee is charged.

Return shipping costs vary depending on the courier, parcel dimensions, weight and destination.

The return destination and available shipping arrangements will be communicated before the item is returned.

Damaged, Defective or Incorrect Products

If an item arrives damaged, defective, or different from what was ordered, eSoukk Pets will provide an appropriate resolution in accordance with applicable UAE consumer protection laws.

Where a return is required for a verified product defect or fulfilment error, eSoukk Pets will cover reasonable return shipping costs or arrange collection.

Customers should contact us before arranging a return so that we can provide the appropriate instructions.

4. Non-Returnable Products

For hygiene and safety reasons, certain products may not qualify for change-of-mind returns once opened, used or unsealed.

These may include:

Used pet grooming tools and brushes.
Used pet beds, blankets and bedding.
Opened pet hygiene and sanitary products.
Used litter boxes and toilet-training accessories.
Opened consumable pet products.
Products specifically identified as non-returnable before purchase, where permitted by law.

Unused products in these categories may remain eligible if they satisfy our return conditions and no lawful exclusion applies.

These restrictions do not remove customers' statutory rights regarding defective, damaged, unsafe, misdescribed or incorrect products.

5. Damaged or Incorrect Orders

If you receive a damaged, defective or incorrect item, please contact info@esoukk.ae as soon as reasonably possible.

Please provide your order number, a description of the problem, and photographs where available.

We will investigate the issue and arrange an appropriate remedy, which may include a refund, replacement or repair, as applicable under UAE law.

6. Return Inspection and Approval

Once a returned product is received, we will inspect it to confirm that it meets the applicable return conditions.

We will notify you whether the return has been approved or whether additional information is required.

For change-of-mind returns, products that have been used, damaged after delivery or returned without essential components may not qualify for a refund.

This does not affect statutory rights relating to defective or non-conforming goods.

7. Refund Processing

Once an eligible return has been received and approved, we aim to initiate the refund within 7 business days.

Refunds will normally be issued to the original payment method.

The time required for the refunded amount to appear in your account depends on your bank or payment provider.

For verified defective or incorrect products, we will arrange the applicable remedy without unnecessary delay and in accordance with UAE consumer protection requirements.

8. Exchanges

If you wish to exchange an eligible unused product, please contact info@esoukk.ae within 30 calendar days of delivery.

Exchanges depend on product availability.

Where a direct exchange is unavailable, we may offer a return and refund followed by a new purchase.

For defective or incorrect products, applicable statutory remedies will be provided without charging the customer for the seller's error.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@esoukk.ae.

We will attempt to accommodate cancellation requests before dispatch.

If an order has already been dispatched, the applicable return process may be required.

Any cancellation or refund rights provided by UAE law remain unaffected.

10. Missing or Lost Orders

If your order has not arrived within the estimated delivery period, please contact us with your order number.

We will investigate the shipment with the relevant fulfilment partner or courier.

Where an order is confirmed lost or cannot be delivered, we will provide an appropriate resolution in accordance with applicable law.

11. Consumer Rights

This policy is intended to operate in accordance with applicable consumer protection legislation in the United Arab Emirates.

Nothing in this policy excludes or limits any statutory consumer rights or remedies relating to defective, unsafe, damaged, misdescribed or incorrectly supplied goods.

Where applicable law provides greater protection than this policy, the legal requirements will prevail.