For Physical Products (المنتجات المادية)

The products are delivered using companies specialized in delivering orders within the United Arab Emirates within a period not exceeding five working days, without calculating official holidays and vacations, according to the policies of the shipping companies.

In the event that the order reaches the address specified by you and it is not possible to receive it, please contact our customer service to set another date for the delivery of the order. We disclaim any responsibility for any order that has not been delivered within 30 days from the date of the order.

Official working days are from Sunday to Thursday. Delivery is not available on Fridays and public holidays.

For international orders, the package will be delivered within 15 days. 

للمنتجات المادية

يتم توصيل المنتجات باستخدام شركات متخصصة في توصيل الطلبات داخل دولة الإمارات العربية المتحدة خلال فترة لا تتجاوز خمسة أيام عمل، بدون احتساب العطل والإجازات الرسمية، وذلك حسب سياسات شركات الشحن.

في حال وصول الطلب إلى العنوان المحدد من قبلك وتعذر استلامه، يرجى التواصل مع خدمة العملاء لدينا لتحديد موعد آخر لتسليم الطلب. نحن نخلي مسؤوليتنا عن أي طلب لم يتم تسليمه خلال 30 يومًا من تاريخ الطلب.

أيام العمل الرسمية من الأحد إلى الخميس. لا يتوفر التوصيل يوم الجمعة والعطلات الرسمية.

This Return & Refund Policy applies to all business customers purchasing via Epet.ae. All returns require prior RMA (Return Merchandise Authorization) approval. By using our services, you agree to the terms outlined below.

1. Preferred Resolution Order

When a return is approved, we will provide remedies in the following order of preference:

1. Exchange: Replacement with an equal-value product (same or alternative brand).
2. Account Credit: Credit issued to your Epet.ae account for future purchases.
3. Refund: Refund to the original payment method, issued after inspection and approval of the returned items.

2. RMA Process

1. Submit Request: Email us at contact@epet.ae with the subject line "RMA Request – [Your Order Number]". Please include your order number, product SKU(s), quantity, reason for return, and supporting photos or videos.
2. Review & Authorization: Our team will review your request. If approved, we will issue an RMA number and provide return instructions and the shipping address. Returns shipped without prior RMA authorization will not be accepted.
3. Return Shipment: Ship the items back to us according to the provided instructions. Products must be in their original, resalable condition.
4. Inspection & Resolution: Upon receipt and inspection of the returned goods, we will process the agreed-upon resolution (exchange, account credit, or refund) within [e.g., 5-10] business days.

3. Shipping & Fees

• Epet.ae Error: If the return is a result of our error (e.g., wrong item shipped, defective product, shipping damage), Epet.ae will cover the costs of return and replacement shipping.
• Non-Quality Related Returns: For returns due to buyer's remorse or incorrect ordering (subject to approval), the customer is responsible for return shipping costs. A restocking fee of up to 10% may apply.
• Non-Returnable Items: For health and safety reasons, perishable goods, opened products, or personalized items are generally non-returnable unless deemed defective.

4. Account Credit Terms

• Credits issued to your Epet.ae account are valid for 12 months from the issuance date.
• Credits are non-transferable and can only be used for purchases on Epet.ae. They are not redeemable for cash.

5. Final Decision

• Epet.ae reserves the right to make the final decision regarding the approval of any return and the appropriate resolution method.
• This policy may be updated periodically. The latest version will always be available on the Epet.ae website.

If you have any questions about this policy, please contact us atcontact@epet.ae .