Return, Exchange & Warranty Policy

At Urban Hub General Trading LLC, we are committed to offering innovative, high-quality products and exceptional service. Your satisfaction is very important to us, and we aim to ensure a fair and transparent process for all return, exchange, and warranty matters. Please read the policy carefully before placing your order.

1. General Terms

By purchasing from Urban Hub General Trading LLC, you agree to the following conditions:

  • All sales are final once the delivery is accepted by the customer.
  • If a return, refund, or exchange request is approved, a credit note will be issued and may be used toward future purchases.
  • Cash refunds and cheque refunds are not provided.
  • Partial refunds may be issued when necessary to cover labor, logistics, or transportation fees.
  • If a return/refund/exchange request is declined, the decision is final and cannot be disputed.
  • All return/exchange/warranty requests must be submitted through our online platform.

2. Important Return Guidelines

To maintain quality standards and ensure product integrity, please note the following:

  • Do not hand over products directly to staff unless a credit note is issued immediately in exchange.
    Urban Hub General Trading LLC is not responsible for products collected without a valid credit note.
  • Products meeting any of the conditions below cannot be accepted for return.

Products Not Eligible for Return

  • Products past the allowed timeline:
  • Non-perishable items: 60 days
  • Perishable items: 30 days
  • Mechanical/electronic items: 15 days
  • Products with retail price tags or markings
  • Items not in original packaging
  • Products with damaged, altered, or missing packaging
  • Items that are damaged, opened, used, or not in resalable condition
  • Products damaged due to improper storage
  • Items not sold under FIFO/FEFO
  • Expired products
  • Perishable items requested to obtain a newer batch
  • Special-order items
  • Products purchased during promotions, sales, or at special discounted prices
  • Products returned to offset account payables/outstanding balances

Urban Hub General Trading LLC reserves the right to refuse sales to customers who misuse the return/exchange/refund facility.
Customers withholding due payments pending return outcomes may be subject to UAE legal action, including liability for losses or legal fees.

3. Return Request Procedures

A. Perishable Goods

Examples: Pet food, treats, hygiene items

Steps:

  1. Fill out the return request form or email it to us directly at accounts@urbanhubonline.com
  2. You will receive a response within 7 working days
    (Extended up to 15 working days if staff are on leave).
  3. If approved, our representative will schedule a collection or pick up during the next delivery and issue a credit note.

B. Non-Perishable Goods

Examples: Toys, carriers, litter boxes

Steps:

  1. Fill out the return request form or email it to us directly at accounts@urbanhubonline.com
  2. Response within 7 working days
    (Extended up to 15 working days if staff are on leave).
  3. If approved, we will arrange pickup and issue a credit note.

C. Mechanical & Electronic Products

Examples: PETKIT electronic feeders, fountains, and devices with a warranty

Steps:

Email us at accounts@urbanhubonline.com with the following information:

  • Description of the issue
  • 30-second video showing the fault
  • Product Serial Number (SN)
  • Official printed purchase receipt from Urban Hub
  • Official printed sales receipt to your customer
  1. A response will be provided within 7 working days
    (or up to 15 working days if staff are on leave).
  2. Approval is granted only if the product is covered under the manufacturer’s warranty.
  3. If approved, Urban Hub will attempt to repair the product or replace it with a new/refurbished unit if repair is not possible.
  4. A credit note will be issued upon collection of the returned product.

4. Limited Warranty for PETKIT Electronic Products

Urban Hub proudly supports PETKIT warranty guidelines. If your PETKIT product includes warranty coverage, it applies to:

  • Software defects
  • Manufacturer-related faults requiring spare parts

How to Request Warranty Support

Email: accounts@urbanhubonline.com

Please include:

  1. A 30-second video showing the problem
  2. The Serial Number (SN) of the product
  3. A clear printed receipt from Urban Hub
  4. A clear printed receipt issued to your customer

Warranty Processing Steps

  • Your case will be forwarded to the PETKIT technical team.
  • The team may request additional information and will provide troubleshooting steps first.
  • If the issue cannot be resolved, PETKIT will provide spare parts as the approved solution.

Important Notes

  • As there is currently no PETKIT technical department in the Middle East, warranty covers spare parts only for hardware concerns.
    Customers are responsible for arranging a technician for repairs.
  • Warranty processing typically takes approximately 15 business days, or longer if required.

We appreciate your patience as we work to resolve your request and provide the best possible support.

5. Contact Information

For all return, exchange, or warranty inquiries:
📧 accounts@urbanhubonline.com
📍 Urban Hub General Trading LLC – UAE