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Terms & Conditions

About Us
Pets Health Veterinary Clinic FZE offers a totally unique online retail experience for the Middle East. Born in 2019, Pets Health Veterinary Clinic FZE has a vast product selection, including not only premium pet food and carefully selected pet accessories but also high quality veterinary approved medications and supplements delivered right at your doorstep wherever you are in the United Arab Emirates.

Terms and Conditions

Governing Law and Jurisdiction
The Terms and Conditions shall be construed in accordance with the federal laws of the United Arab Emirates and the local laws and regulations of the Emirate of Dubai. The Courts at Dubai shall have exclusive jurisdiction in any proceedings arising out of the Terms and Conditions.

Terms of Use
petshealth.ae/shop/ (the “Website”) can be used only by persons who can form legally binding contracts under applicable law. Persons who are incompetent to contract are not eligible to use the Website. If your age is below that of 18 years your parents or legal guardians can transact on behalf of you if they are registered users/members. We reserve the right to terminate your registration and refuse to provide you with access to the Website if we discover that you are under the age of 18 years.

The Website cannot be accessed to persons whose registration has been suspended or terminated by us for any reason whatsoever. Those who choose to access this Website from outside the United Arab Emirates are responsible for compliance with local laws if and to the extent local laws are applicable. We will deliver the products only within the UAE and will not be liable for any claims relating to any products ordered from outside its jurisdiction.

Registration Process
The information (the “Information”) provided from your end will be protected in accordance with our Privacy Policy. If you use the Website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

We assume no liability to any person for any loss or damage which may arise as a result of any failure by you in protecting your password or account. Any suspicious activities on your account shall be notified to us by contacting us immediately through the address provided below. If we have reason to believe that there is likely to be a breach of security or misuse of the Website, we may require you to change your password or we may suspend your account without any liability to us.

Payment Terms
When placing your order, you will be requested to select a mode of payment for your goods. We offer following modes of payments:

  • Credit Card payment online (VISA and Master Card)
  • Cash on delivery (Dirhams only)

All payment should be made in AED. We do not accept other currencies. In case of delayed payment or non-payment Pets Health Veterinary Clinic FZE holds the right to cancel or reschedule delivery of your order.

Delivery Policy
We deliver all over the United Arab Emirates, using Sky Delivery Services. We do not currently ship overseas.
If you have placed multiple orders, then we will try to combine your orders and deliver them together to charge only one shipping fee. If multiple orders are placed at different times, then separate shipping fee will apply since those orders will be shipped separately.

For orders below 100AED, a delivery fee of 20 AED will apply. All orders placed with our shop are subject to product availability and will be delivered according to our delivery terms. If there are any problems regarding your order, we will notify you using the telephone number or e-mail address you have provided to us with the order.

Delivery can often be completed within 2 working days of the order being placed and your delivery time confirmed, provided all items are in stock.

Cancelation Policy
Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer to our refund policy. If the purchase was made online, a refund will be made back to the customer’s credit card. Please allow for up to 21 days for the refund transfer to be completed.

Refund Policy
We will happily refund or exchange any item that are damaged or that have been incorrectly purchased within 14 days of purchase and with proof of payment (i.e. your original order receipt).
If you find your product has a defect, please take the photographic evidence & email us at [email protected].
The items should be returned to Pets Health Veterinary Clinic FZE, Lynx Tower, G-02, Silicon Oasis, Dubai and presented to us before we can process with our return policy.
All refunds will be made in the form of store credit/online credit. Credits will only be applied to an online account or can be redeemed in-store once the returned/damaged item has successfully validated by the warehouse or shop staff.
Concerning items under warranty from the manufacturer, our staff will test and evaluate the items and replace only the item which is found not working as per manual policy for valid warranty. If the whole product is found defective & within the valid warranty, we will replace the whole product. If the replacement item/product is not in stock, we will offer you similar looking item/product of the same price. If you choose the higher priced item then we will charge the difference amount.
We will NOT replace or refund any item/product which is found used or tempered or bought on sale or does not meet our quality standards.

Customer Service
We have a dedicated team of knowledgeable consultants who are ready to offer you best possible service for your pets both by phone & email, so you always have a pleasant shopping experience with us. If you have any questions about our products or services, please contact us by email at [email protected] or call +971-4-388-5421 between 8am-9pm, Saturday to Thursday.

Substitute

When a product at the time of picking is out of stock, Pets Health Shop will choose an alternative. If the price of the new product is higher, you will be charged extra & if it’s less, you’ll pay the smaller amount.
Please note that the “Allow Substitute” option is based on the customer’s consent during checkout

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