Returns and exchanges policy

You can return any product within 7 days of receiving it, without giving a reason, if you have not used or benefited from it, if it is in its original condition and packaging with its accessories and invoice, and if it is not among the exceptions below.

• Food, treats, vitamins and supplements once the pack is opened or the seal is broken.
• Items that can perish within the return period, including anything containing a plant or living organism, such as natural aquarium decor.
• Hygiene and care products once opened, including shampoo, cat litter, wipes, brushes and dental care items, because they cannot be resold for health reasons.
• Items that have touched an animal's mouth or body through use, such as collars, toys, clothing and beds.
• Aquarium materials once mixed with water, installed or fixed in place, such as substrate and treatments.
• Anything made or altered at your request.
• Anything damaged through poor handling or misuse after you received it.

We do not currently sell live animals, fish or prescription medicines. If we offer them in future, their terms will appear on the product page.

The exceptions above do not apply here. If you receive a product that is faulty, damaged, expired or different from what you ordered, you can have it replaced or refunded at no cost to you.

Check your delivery when it arrives. You may open and inspect it in front of the courier before giving the verification code, and refuse anything faulty or not as ordered.

If you find a fault later, tell us as soon as you know, with your order number and a photo. A claim under the legal warranty against defects cannot be heard more than 180 days after delivery, unless the product's warranty is longer or the defect was fraudulently hidden. Any manufacturer's warranty still applies.

You can exchange an unused product for another within the return period, subject to availability. If the price differs, you pay the difference or we refund it.

Message us on WhatsApp [WHATSAPP NUMBER], email info@alfaisland.com or use our contact page, with your order number, the product and the reason. We will agree how to get it back, either by handing it to our team on your next visit or by collecting it from your address.

• If the product is faulty or wrong: we bear all costs.
• If you changed your mind: you bear the return cost [RETURN COLLECTION FEE], and the original delivery fee is not refunded once the product has been delivered.

We refund to the same payment method, unless you expressly agree otherwise, with no added fees, within 14 days of receiving the returned product or of your cancellation notice, as applicable. Your bank may take additional time to show it in your account.

You can cancel an order before it goes out for delivery by messaging us, and we will refund it in full, including delivery. After that, the return right above applies.

If you chose to have an order brought on your next visit and that visit is cancelled, we will contact you to deliver it at no extra fee or refund it in full.

Message us on WhatsApp or through our contact page.

• You can cancel a booking free of charge before it is confirmed.
• After confirmation, cancelling or moving is free if done at least 24 hours before the appointment.
• Cancelling less than 24 hours before, or not being there when the team arrives: we may charge [LATE CANCELLATION FEE] for the actual cost of the visit.
• Boarding: cancelling is free at least 48 hours before arrival. After that we may charge [BOARDING LATE CANCELLATION FEE]. If you collect your pet early, we refund the unused nights, less one night.
• You may withdraw from a service contract within 7 days of making it, provided the service has not yet been provided and you have not benefited from it.
• A service that has been provided cannot be refunded. If it was not as agreed, tell us within 7 days and we will put it right by redoing the work or refunding all or part of the price, depending on the case.
• If we cancel the appointment, we will offer you another or refund what you paid in full.
• Visits included in Olfa Plus: a cancelled appointment goes back to your allowance.

The rules on cancelling or pausing Olfa Plus are in our terms and conditions.

Please contact us first at info@alfaisland.com or on WhatsApp. You can also contact the Ministry of Commerce on 1900 or through the Balagh Tijari app.

This policy is available in Arabic and English. If they differ, the Arabic text prevails.