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Returns & Refunds

Not happy? We will make it right. No stress, no long forms, no runaround.

Last updated: June 11, 2026

14-Day Satisfaction Guarantee

If you or your pet are not completely happy, we will take it back. No awkward questions.

1. Return Policy

You have 14 days from delivery to return most items. Here is what we need:

  • Item must be unused and in original packaging
  • All tags and labels still attached
  • Product should not be damaged or altered
  • Your order confirmation or receipt

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened pet food or treats
  • Used pet toys or accessories
  • Personalized or customized items
  • Items marked as final sale

3. How to Initiate a Return

We have made this as simple as possible:

  1. Contact Us

    Email returns@petmind.com or WhatsApp us within 14 days. Tell us what is wrong — we actually read your message.

  2. Get Return Authorization

    We will send you a Return Authorization Number (RAN) and simple instructions.

  3. Pack Your Item

    Put it back in the original box with all accessories included.

  4. We Pick It Up

    A courier comes to your door. You do not need to go to a shipping office or pay for return delivery.

4. Refund Process

Once we get your item back:

  • We inspect it within 1-2 business days
  • Approved refunds are processed within 3-5 business days
  • Money goes back to your original payment method
  • Card refunds may take 5-10 extra days to show up, depending on your bank

5. Refund Amount

Your refund includes:

  • Full product price (for items in original condition)
  • Original shipping cost (only if the return is our fault)

Return pickup is free for defective or wrong items. For change-of-mind returns within Cairo & Giza, we cover pickup too. For other areas, a small pickup fee may apply.

6. Exchanges

Want to swap instead? No problem:

  • Different size or color of the same product
  • Replacement for defective items
  • Alternative product of equal or lesser value

Just contact us with your order details and what you would like instead.

7. Damaged or Defective Items

If something arrives broken or not working:

  • Contact us within 48 hours with photos
  • Keep the original packaging — couriers need to see it
  • We will arrange free pickup and either replace it or refund you fully

8. Cuboid Product Returns

We know the Cuboid is a big purchase, so we give you extra peace of mind:

  • 30-day return window (double the standard period)
  • Product must be cleaned and in resaleable condition
  • All components, hoses, and accessories must be included
  • Free pickup within Cairo & Giza
  • Pickup fee may apply for other governorates

9. Contact Us

For returns and refunds, reach us at:

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