Terms of Use

1– Agreement to Terms

By accessing or using this website and our services, you agree to be bound by these Terms of Use. If you do not agree with any part of these terms, you may not use our website or services.

We reserve the right to update or modify these terms at any time. Your continued use of the site following any changes constitutes acceptance of those changes. We encourage you to review this page periodically.

2– User Data and Account

When you place an order or create an account, we collect information necessary to process your transaction and provide our services. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

You agree to provide accurate, current, and complete information and to update it as needed. We may suspend or terminate your account if we suspect fraudulent, abusive, or illegal activity.

  • Check We collect information you provide (name, email, shipping address, payment details)
  • Check We use your data to process orders, communicate with you, and improve our services
  • Check We do not sell your personal information to third parties
  • Check You may request access to or deletion of your data by contacting us

3– Privacy and Data Protection

Your privacy is important to us. Our collection, use, and disclosure of personal information is governed by our Privacy Policy, which is incorporated into these Terms of Use by reference.

We implement appropriate technical and organisational measures to protect your data against unauthorized access, alteration, or destruction. However, no method of transmission over the Internet or electronic storage is completely secure.

  • Check We comply with applicable data protection laws
  • Check We may share data with service providers who assist in operating our business (e.g. payment processors, shipping carriers)
  • Check We may retain your information as required by law or for legitimate business purposes
  • Check You may opt out of marketing communications at any time

4– Return and Exchanges

Our Commitment to You and Your Pet
At Montego, we want you and your furry family members to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help make it right.

1. Standard Returns (Unopened Items)
We accept returns and exchanges on all unopened, unused products in their original packaging within 2 days of your delivery. To be eligible for a return, the item must be in the same condition that you received it, with all seals intact.

2. Opened Products (Health & Safety)
For the health and safety of all our pet customers, we cannot accept returns or exchanges on opened bags of pet food, treats, or supplements. If your pet is a picky eater and transitioning to Montego isn't going as planned, please reach out to our pet care team, we’d love to offer advice on feeding strategies!

3. Damaged or Incorrect Orders
Quality is our top priority. If your order arrives damaged, torn, or if you receive the wrong item, please contact us within 48 hours of delivery. We will gladly arrange for a free replacement or a full refund, and we will handle the collection of the damaged or incorrect goods from your Dubai address.

4. How to Initiate a Return
To start a return or exchange, access your customer portal, navigate to the Orders section, locate your order, and click the Request Return button. Alternatively, you can reach out to us through the Contact Us page with:
- Your Order Number
- The item(s) you wish to return
- A brief reason for the return (and photos, if the item arrived damaged)
Once approved, our team will provide you with instructions on how and when the courier will collect the item.

5– Refunds Policy

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed automatically to your original method of payment within 10 business days.


We offer full refunds for orders that haven't been fulfilled or items damaged upon arrival. Otherwise, delivery fees will be deducted from your total refund.

6– Cancellations

1. Cancellation Window
We strive to get your pet’s favorite meals to your address as quickly as possible! Because we process orders swiftly, we can only accept cancellations if the order has not yet been fulfilled. Otherwise please follow our Returns & Exchanges Policy.

2. How to Cancel Your Order
If you need to cancel or change your order, please contact us immediately at +971 (50) 940-4427 . Be sure to include your Order Number so our team can locate it right away.

3. If Your Order Has Already Shipped
If your order has already left our facility, we are unfortunately unable to cancel it. In this case, you can simply refuse the delivery when it arrives, or accept the package and follow our Returns & Exchanges Policy for unopened items.

4. Refunds for Cancelled Orders
If we successfully cancel your order before dispatch, we will process a full refund immediately, otherwise delivery fees will not be refunded. Please allow 10 business days for the funds to reflect in your original payment method, depending on your bank.