Return order

In order to provide the best customer service, all your purchases from the "Animal Castle" store are exchangeable and returnable within 7 days of their arrival. All you have to do is make sure they remain in their original condition.

Exchange and return terms and policies:

• The exchange and return policy includes all products of the "Animal Castle" store.
• In the event that you receive a wrong product, or a shipment arrives in an unsatisfactory condition, the “Animal Castle” store will bear all shipping and replacement costs. If you wish to exchange or return for any other reason, the “Animal Castle” store will not bear any shipping costs incurred.
• The customer is not entitled to a cash refund for returning products obtained through purchase with reward points, as he is compensated with reward points.
• If the customer receives a free credit or a free purchase voucher, he is not entitled to convert the credit into cash.
• The Animal Castle store will return the amounts in the form of a cash balance in the customer’s account in the store once the returned shipments arrive at the store, or will resend the amount to the customer’s account within a period of no less than one week after communicating with the customer and obtaining his information clearly.
• If the customer purchases the products using Visa or MasterCard cards, and the customer wishes to recover the amount, compensation will be made by returning the payment to the same Visa or MasterCard through which the purchase was made, and the recovery period is subject to the policy of the bank (or electronic payment intermediary) providing the service.
• If the customer receives free shipping for purchasing products worth more than (300 riyals), and wishes to return the products, the “Animal Castle” store has the right to recalculate the free shipping cost.