At GLOBAL FAUNA TRADING FZE LLC, customer satisfaction and product condition matter. This Refund Policy explains how we handle claims for damaged, defective, wrong, incomplete, or materially misdescribed products, as well as any change-of-mind return permitted by the product listing or applicable law. By purchasing through https://www.globalfaunaae.com/, you agree to the terms below.
1. Product Nature
Our pet-care selection includes litter and cleaning products, feeding and drinking accessories, grooming products and tools, toys and enrichment items, harnesses, leads, collars, carriers, and transport cages.
Some consumable or hygiene-sensitive items may not be suitable for resale after their packaging is opened or they have been used, contaminated, or exposed to an animal.
2. Claims for Product Issues
Customers may request a return, replacement, or refund if:
• The product was damaged during delivery;
• The wrong product was delivered;
• The product has a manufacturing defect;
• An item or component is missing;
• The product materially differs from its description or is unsafe as delivered.
Please submit a claim within 7 calendar days from delivery. For visible transit damage, contact us within 48 hours where possible and include photographs. These timeframes do not remove any mandatory consumer rights that apply by law.
3. Change-of-Mind Returns
A change-of-mind request is separate from a claim that a product is defective, damaged, wrong, incomplete, unsafe, or materially misdescribed. We accept change-of-mind returns only where the product listing, checkout terms, or applicable law provides for them.
Where a change-of-mind return is permitted, the product must generally be unused, unassembled, clean, complete, and returned with its original packaging and accessories, subject to applicable law.
4. Product Condition and Hygiene
Subject to applicable law, a voluntary return may not be accepted for:
• Opened or partly used litter, litter deodorizers, wipes, shampoos, conditioners, sprays, filters, or other consumable or hygiene-sensitive products;
• Bowls, fountains, or feeding products that have been used or cannot be hygienically resold;
• Harnesses, collars, leads, carriers, toys, or grooming tools showing animal hair, saliva, chewing, scratching, contamination, wear, or use;
• Products returned without necessary original packaging, components, or accessories;
• Products damaged after delivery through misuse, negligence, improper handling, or destructive animal behaviour.
These condition restrictions do not limit mandatory rights relating to products that were defective, damaged on arrival, supplied incorrectly, unsafe as delivered, or materially different from their description.
5. Product Suitability and Use
Customers should check dimensions, capacity, size, intended pet type, and product instructions before purchase. A pet’s preference or behaviour, or a product’s unsuitability because the wrong size or type was selected, does not by itself establish a product defect.
A claim may be declined where the issue resulted solely from misuse, improper assembly, failure to follow instructions, lack of appropriate supervision, or use outside the product’s stated purpose, subject to applicable law.
6. Order Cancellation
Orders may be cancelled before dispatch confirmation. Once an order has been dispatched, cancellation may not be possible and the applicable return process will apply.
7. Return Procedure
To request a return, replacement, or refund, please provide:
• Full name
• Order number and proof of purchase
• Product name and quantity
• Photographs of the product and packaging, where relevant
• A description of the issue
Please retain the product, packaging, instructions, accessories, and components while we review the request.
Requests should be submitted to:
Email: [email protected]
Phone: +971559882912
8. Refund Processing
Approved refunds will generally be made to the original payment method where possible.
Refunds are generally processed within 7–14 business days after approval. Actual posting times may vary by payment provider, card issuer, or bank.
9. Shipping Costs
Where a return is approved because the product was supplied incorrectly, defective, incomplete, or damaged during delivery, reasonable return shipping costs may be covered by GLOBAL FAUNA TRADING FZE LLC.
For other approved returns, including any permitted change-of-mind return, return shipping costs may remain the customer’s responsibility.
10. Review of Requests
We may inspect and verify returned products before approving a remedy. Any decision is subject to applicable mandatory consumer rights.
11. Governing Law
Any dispute, claim, or matter arising from this Refund Policy shall be governed by and construed in accordance with the laws of the UAE. Disputes will be handled by the competent courts in Dubai, UAE.
12. Contact Information
GLOBAL FAUNA TRADING FZE LLC
Address: Sheikh Khalifa Street, Ajman, United Arab Emirates
Email: [email protected]
Phone: +971559882912
Website: https://www.globalfaunaae.com/