Terms and Condition - Online Petshop

1 - DELIVERY POLICY

We deliver your orders to all Emirates in the UAE through a professional delivery team.

Delivery Days:

Deliveries will be from Saturday to Thursday.

No deliveries on Fridays and Public Holidays.

Delivery Timing:

Deliveries will be scheduled from 08:00 am to 6:00 pm.

Customers can specify their preferable delivery time in the remarks field of the order form; however, our logistics team will confirm if the requested time can be achieved. Delivery times are planned based on location and using the most efficient route possible to ensure speedy delivery to all customers.

Delivery Conditions:

Products which did not require any special delivery conditions will be delivered to you in standard delivery vehicles.
Products which require refrigeration (not frozen) will be delivered to you in ice boxes to ensure the temperature is well maintained during all the transit to reach your location in perfect conditions.
Products which require refrigeration (frozen) will be delivered to you in freezer vehicles to ensure the temperature is well maintained during all the transit to reach your location in perfect conditions.
If there will be any problems regarding your order, we will notify you to your registered telephone number or e-mail address.

Delivery Charges, Place of Delivery and Delivery Schedule

For any product ordered (except Frozen Food)

Free delivery for all orders above 99 AED
Below 99 AED, shipping charges (20 AED flat rate) will be added
Dubai and Sharjah: next day delivery
Other Emirates: within 48-72 hours

For Frozen Food Products

It is required a minimum order of xxx AED to deliver products of this category
For deliveries within city limits, xxx AED (flat rate) shipping charges will be added
For deliveries outside city limits, XXX AED (flat rate) shipping charges will be added
All Emirates: within 72 hours

Special Orders

Customers can send to our company any inquire related to any product shown in our E-commerce website under this Category (Special Orders) or for any other veterinary product that may not be found in our website.

Our team will check the request and will inform the Customer if we can supply the requested item, estimated delivery time, price and selling conditions.

These Special Orders will be handled by a different team from our main company M/s Eurogulf Animal & Birds Food Trading LLC.

All Policies and Terms & Conditions of this E-commerce website will not be applicable for these Special Orders.

Delivery Address:

Items will be delivered only to the registered address of each Customer. If by the time of delivery, the Customer is not available to collect the items we will contact him to agree how to proceed.

Items can be delivered, upon Customer’s confirmation, to building security room, neighbors, etc; however, it will not be accepted later on any claim regarding these delivered items.

If delivery can not be completed, items will be returned to our warehouse and delivery charges will apply to reschedule the delivery as per Delivery Policy.

Payment at the Time of Delivery:

Cash payment can be done for any person that will be receiving the goods at your delivery place; however, credit/debit card payments can only be made by the card holder.

Delivery Status Follow Up:

Customers can check the status of their deliveries by contacting us to by phone (+971508036969) during our office working hours. Please have your order number ready to assist you on this matter.

2 – CANCELLATION POLICY

Customers can cancel their orders at any point unless the order has already been dispatched

To cancel (fully or partially) one order that still had not been dispatched, kindly send us an email (from your registered email) to customercare@onlinepetshop.ae mentioning in the subject “Cancellation Order”

Kindly include in your email

a) Copy of your proof of purchase.
b) Mention the products that you want to cancel from your order
c) The reason for cancelling your order.

If the purchase has been made online, a refund will be made back to the customer’s credit card. It may take at least 30 days for the refund to be transferred completely (depending on your credit/debit card refunds policies)
Any items paid for by cash or credit card machine on delivery, will be refunded with store credit or with online gift voucher which can be used for hassle free online shopping any time

In case by the time your cancellation order will be confirmed, items were already dispatched from our warehouse Return Policy will apply. Kindly refer to clause Refunds (Undelivered Items)

3 – RETURN POLICY (Exchange or Refund)

Refund (Unwanted Delivered Items)

We will accept refund requests for unwanted delivered items that are unopened, unused, with the original tags still intact, with any proof of purchase (e.g. receipt/invoice, email confirmation, etc.), within 10 days from the date of receipt of your item. The product(s) must be in their original packaging, if applicable, in the same condition, it was received.

Please note that there will not be refund on the following items:

Frozen and Live Food Products
Products on Sale
Garments (cloths), toys or pet beds. Fleas, tick and ringworm are some of the problems that can be transferred from one animal to another through used items.
Items that are returned worn, altered, damaged, dirty or otherwise in a condition where they can’t be resold can’t be refunded or exchanged.
Opened / Used Products
Items without original tags or damaged tags

In case you wish to get a refund for your purchased product, please send us an email (from your registered email) within 10 days from receiving your order to customercare@onlinepetshop.ae mentioning in the subject “Refund Item”

Kindly include in your email

a)      Copy of your proof of purchase.
b)      Mention the product that you want to return for refund.
c)      The reason for returning the item.

Once your refund request will be approved, we will let you know the earliest possible date/time that we can arrange the product pick up.

Customer should pay the returned delivery of the unwanted items. Delivery fees will be notified to the Customer for approval and prior to proceed and should be paid by the Customer by the time of pick-up of the items.

Once the returned item will be received in our warehouse, our qualified team will check if can be accepted back in our inventory as per our Company Return Policy and they will notify to our office team their OK for the refund.
Refunds will be done only through the Original Mode of Payment.
If the purchase has been made online, a refund will be made back to the customer’s credit card. It may take at least 30 days for the refund to be transferred completely (depending on your credit/debit card refunds policies)

Any items paid for by cash or credit card machine on delivery, will be refunded within 7 days with online gift voucher which can be used for hassle free online shopping any time
Exchange (Damaged/Defective items)
In the unlikely event that you receive a damaged or defective item, we’re happy to exchange the item for a new one.
Please check the contents of your package on arrival. Should any items be damaged during shipment, it is important that you notify upon opening the package. Also, please keep all packaging materials from the shipment. Claims for damaged/defective delivered products should be done within 24 hours from the moment that you acknowledge the receipt of the goods, by sending us an email (from your registered email) to customercare@onlinepetshop.ae mentioning in the subject “Damage Item”

Kindly include in your email

a) Copy of your proof of purchase.
b) Mention the product that is damaged or defective
c) Send a prove (photo / video) showing the damages/defects

Once your return request will be approved, we will let you know the earliest possible date/time that we can arrange the product pick up.
This service is free of charge unless you want to arrange an “urgent” return schedule.
Urgent return fees will be notified to the Customer for approval and prior to proceed and should be paid by the Customer by the time of pick-up of the items.
Urgent return services are not available for orders from other Emirates

Refunds (Undelivered Items)

Order Cancellation will be accepted any time before the order has been dispatched.

Full refund is only applicable for orders that has not been dispatched for delivery.

Refunds will be done only through the Original Mode of Payment.
If the purchase has been made online, a refund will be made back to the customer’s credit card. It may take at least 30 days for the refund to be transferred completely (depending on your credit/debit card refunds policies)

Any items paid for by cash or credit card machine on delivery, will be refunded within 7 days with online gift voucher which can be used for hassle free online shopping any For others Cancelled after being dispatched but not yet delivered, items will be returned to our warehouse and our team will evaluate the cancellation cost. Refund amount will be up to 80% of the purchased amount and will be refunded within 7 days with online gift voucher which can be used for hassle free online shopping any time. time

4 - LOYALTY PROGRAM

You gain loyalty points every time you shop with us.
For every AED 1 spent, Customer gets 1 point. VAT amount and delivery fees (if applicable) are not computing.
If any product is returned, their value in points will be deducted from Customer’s loyalty card.
2,000 points = 150 AED voucher which can be used on your next online purchase.
Vouchers should be redeemed in full in your selected order.
Balance points in your loyalty card cannot be en-cashed and cannot be transferred to other online accounts.
Earned points are valid for 1 year. Non redeemed points balance will expire and will be canceled automatically.
Our loyalty point system is designed to offer you more value every time you place an order with us. Shop more & earn more!

5 - PRIVACY POLICY

Introduction

We are www.OnlinePetshop.ae, an E-commerce Website operated under M/s Eurogulf Animal & Birds Food Trading LLC licenses.

This policy applies only to activities engaged in this e-commerce website and does not apply to any other activities that are “offline” or unrelated to this e-commerce website.

We respect your privacy and take the protection of personal information very seriously. The purpose of this policy is to describe the way that we collect, store, use, and protect information that can be associated with you or another specific natural or juristic person and can be used to identify you or that person (personal information).
Audience

This policy applies to any visitor to our website and to any registered customer that is browsing and/or placing an order.

Personal information includes:

• certain information that we collect automatically when you visit our website;
• certain information collected on registration;
• certain information collected on submission; and
• optional information that you provide to us voluntarily

but excludes:

• information that has been made anonymous so that it does not identify a specific person;
• non-personal statistical information collected and compiled by us; and
• information that you have provided voluntarily in an open, public environment or forum including any blog, chat room, community, classifieds, or discussion board (because the information has been disclosed in a public forum, it is no longer confidential and does not constitute personal information subject to protection under this policy).

Use and Disclosure of Personal Information.

Except as otherwise stated below, we do not sell, trade or rent your personally identifiable information collected on the site to others. The information collected by our site is used to process orders, to keep you informed about your order status, to notify you of products or special offers that may be of interest to you, and for statistical purposes for improving our site.

We may share your personal information with:

Other divisions or companies within the group of companies to which we belong to provide joint content and services like registration, for transactions and customer support, to help detect and prevent potentially illegal acts and violations of our policies, and to guide decisions about our products, services, and communications (they will only use this information to send you marketing communications if you have requested their goods or services.
Third parties for order tracking purposes or process your check or money order, as appropriate, fill your order, improve the functionality of our site, perform statistical and data analyses deliver your order and deliver promotional emails to you from us. For example, we must release your mailing address and phone number information to the delivery service team/company to deliver the products that you ordered.
Credit bureaus to report account information, as permitted by law.
Banking partners as required by credit card association rules for inclusion on their list of terminated merchants (if you utilize the services to receive payments and you meet their criteria).
Other third parties who provide us with relevant services where appropriate.
Our employees that require the personal information to do their jobs. These include our responsible management, human resources, accounting, audit, compliance, information technology, or other personnel.

Also, we may share your information in the following cases

If required by any governmental inspections or audits.
If required by court order.
To comply with any law.
To protect the safety of any individual or the general public.
To prevent violation of our customer relationship terms.

We may use or process any goods or services information, or optional information that you provide to us for the purposes that you indicated when you agreed to provide it to us. Processing includes gathering your personal information, disclosing it, and combining it with other personal information. We generally collect and process your personal information for various purposes, including:

Goods or services purposes – such as collecting orders or requests for and providing our goods or services.
Marketing purposes – such as pursuing lawful related marketing activities.
Business purposes – such as internal audit, accounting, business planning, and joint ventures, disposals of business, or other proposed and actual transactions.
Legal purposes – such as handling claims, complying with regulations, or pursuing good governance.
We may use your information for the purposes described above and to:
Remember your information so that you will not have to re-enter it during your visit or the next time you access the website.
Monitor website usage metrics such as total number of visitors and pages accessed.
Track your entries, submissions, and status in any promotions or other activities in connection with your usage of the website.

Registration on our Website

Every visitor of our web should follow the registration process prior to place any order.

Once you register on our website, you will no longer be anonymous to us. You are required to provide the following real and accurate information.

your name and surname;
your email address;
your telephone number;
your postal address or street address; and
your username and password.

For business accounts it will be required also the following information

your company name, company registration number, and VAT number.

Note: Kindly be informed that we will have the right to suspend and/or cancel your account is we get to know that the information provided to us is false or non-accurate.

Login to our Website
Any registered Customer should log in our website to be able to place an order and to access to their account information.
It is responsibility of each Customer to do not share their login details with any other person. Our Company will not be liable for any claim on this regard if Customer’s account is misused.

Policy Acceptance
You must accept all the terms of this policy when you place any order to us. If you do not agree with anything in this policy, then you may not order our goods.
By accepting this policy, you are deemed to have read, understood, accepted, and agreed to be bound by all its terms

Legal Capacity

You may not access our website or order our good if you are younger than 18 years old or do not have legal capacity to conclude legally binding contracts.

Our web does not knowingly collect personal information from minors under the age of 18. Minors are requested to do not submit any personal information to the website. Since information regarding minors under the age of 18 is not collected, we do not knowingly distribute personal information regarding minors under the age of 18.

Your Obligations

You may only send us your own personal information or the information of another data subject where you have their permission to do so.

Updating or Removing Your Personal Information

If you need to correct or update the personal information you have submitted to us or if you wish to remove it from our database, please contact us by sending an email (from your registered email) to customercare@onlinepetshop.ae

Please note that to protect you and safeguard your personal information, we take steps to verify your identity before granting you access to your account or making any corrections to your personal information.

Credit/Debit Card information

All credit/debit cards’ details will NOT be stored, sold, shared, rented or leased to any third parties.

Messages, marketing campaigns or website updates.

We may send administrative messages and email updates to you about the website. In some cases, we may also send you primarily promotional messages.

Cookies

We may place small text files called ‘cookies’ on your device when you visit our website. These files do not contain personal information, but they do contain a personal identifier allowing us to associate your personal information with a certain device.

These files serve several useful purposes for you, including:

Granting you access to age restricted content.
Tailoring our website’s functionality to you personally by letting us remember your preferences.
Improving how our website performs.
Allowing third parties to provide services to our website; and
Helping us deliver targeted advertising where appropriate in compliance with the applicable laws.

Third party cookies

Some of our business partners use their own cookies or widgets on our website. We have no access to or control over them. Information collected by any of those cookies or widgets is governed by the privacy policy of the company that created it, and not by us.

Targeted Content

While you are logged into the website, we may display targeted adverts and other relevant information based on your personal information. In a completely automated process, computers process the personal information and match it to adverts or related information. We never share personal information with any advertiser unless you specifically provide us with your consent to do so. Advertisers receive a record of the total number of impressions and clicks for each advert. They do not receive any personal information. If you click on an advert, we may send a referring URL to the advertiser’s website identifying that a customer is visiting from the website. We do not send personal information to advertisers with the referring URL. Once you are on the advertiser’s website however, the advertiser is able to collect your personal information.

Web Security

We take the security of personal information very seriously and always do our best to comply with applicable data protection laws. Our hosting company will host our website in a secure server environment that uses a firewall and other advanced security measures to prevent interference or access from outside intruders. We authorize access to personal information only for those employees who require it to fulfil their job responsibilities. We implement disaster recover procedures where appropriate.

Policy Enquiries

If you have any questions or concerns arising from this privacy policy or the way in which we handle personal information, please contact us by sending an email (from your registered email) to customercare@onlinepetshop.ae

Modifications in our Company Policies

Our Website Policies and Terms & Conditions would be changed or updated occasionally to meet the requirements and standards. Therefore, visitors and registered customers are encouraged to frequently visit the concerned sections to be updated about the changes on the website. Modifications will be effective on the day they are posted.

Other Websites

We are not responsible for the privacy policies of websites to which our website links. If you provide any information to such third parties different rules regarding the collection and use of your personal information may apply. We strongly suggest you review such third party’s privacy policies before providing any data to them. We are not responsible for the policies or practices of third parties. Please be aware that our sites may contain links to other sites on the Internet that are owned and operated by third parties. The information practices of those Web sites linked to our site is not covered by this Policy. These other sites may send their own cookies or clear GIFs to users, collect data or solicit personally identifiable information. We cannot control this collection of information. You should contact these entities directly if you have any questions about their use of the information that they collect.

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1 - DELIVERY POLICY

2 – CANCELLATION POLICY

3 – RETURN POLICY (Exchange or Refund)

4 - LOYALTY PROGRAM

5 - PRIVACY POLICY

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