All our products are currently shipped from New Delhi, India. We do not accept any return or exchange request except in the following scenarios :

- Incorrect item (different from that ordered) or size shipped by us

- Damaged goods received by you

You must inspect the goods at the place and time of delivery and notify us of any shortages, defects in the goods, or of any other complaint immediately and in any case within 3 days of the goods being delivered, failing which the goods will be deemed to have been accepted and to be in good working order.

Our liability for short delivery is limited to making good the shortage (items missing).

We are happy to exchange faulty goods, however, at times few products need an understanding of use.

Please allow us to explain the correct way of using a product (in case we notice the product is not faulty and only needs correct way of using).

- If your exchange/return request falls in the above category, please send us an email within 3 days of receiving the parcel, with an image/s and/or video of the damaged/incorrect item received.

- Please mention your Order ID number. We will send you an acknowledgement email.

- Once we receive the image/video of the damaged/incorrect item, we will confirm if the request meets the exchange policy. We will have the product picked up from your mailing address, and make arrangements to send you the right product.

- In case the replacement product is not available, we will give you alternate options for exchange. If for any reason you do not like the options shared, we will issue a store credit which can be used for purchasing any item of your liking.

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We take every step to ensure all information needed for you to make an informed purchase is available on our website, however, in case you feel you need additional information before making a purchase for apparel, collars & harnesses, shoes and other accessories that need to be measured, please do not hesitate in contacting us.

We recommend you measure your pet before making any purchases that need body measurements to be exact. Please refer to our Size Guide to take the right decision in regards to size.

If you have any questions, please feel free to contact us at woof@poochmate.com.  

Please do note: We do not give monetary refunds, and refunds are in the form of product/size exchanges or store credit only. Refund amount will not include any handling or shipping charges and is restricted to the product price only.

Items eligible for exchange need to be in their original condition,:  brand new, unused/unworn, with all tags and packaging attached, free of odors or stains, pet hair, unwashed and in resell-able condition. Refunds do not include any shipping or handling charges shown on the original invoice. 

We do not reimburse shipping charges. The exchange amount will be equal to the price of the product returned ONLY.

PoochMate UAE is not responsible for incorrect addresses given, refused shipments, and/or unclaimed shipments.

We are constantly thriving on providing you the best in quality. 

We also do not accept any returns or exchanges on clearance/sale items. Pre-ordered or customized items are also not eligible for any exchange.

Please write to us on woof@poochmate.com if you have any questions that we can help you with. Thank you for shopping with us!