We want you and your pets to be completely satisfied with your purchase. If for any reason you are not satisfied, we accept returns and exchanges within 14 days of purchase.

Return & Exchange Policy

If you need to return an item, please contact us by email info@pets-lounge.com or phone with your order number and reason for return. We will provide you with a return shipping label and instructions to return the item. Once we receive and inspect the item, we will issue a voucher of the same value from our store or a refund of the original payment method within 5-7 working days, and in the case of cash on delivery, the refund will be made by bank transfer or mobile wallets.
Please note that we are unable to accept food returns or open treats due to health and security regulations.

If you need to exchange an item of a different size or flavor, please contact us by email  info@pets-lounge.com or phone with your order number and the item you wish to exchange. We will provide you with the shipping cost, return shipping label and instructions to return the item. Once we receive and inspect the item, we will ship the new item to you.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@pets-lounge.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Pets Lounge Store located in down Town, Cairo Egypt

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@lounge.com for questions related to refunds and returns.