1. Scope & Currency
All prices shown on www.dupet.ae are listed in AED and are exclusive of VAT unless otherwise stated. Final payable amounts will be presented at checkout in AED.
2. VAT / Taxes
A 5% UAE VAT will be added to orders being delivered within the UAE and will be collected at payment.
3. Minimum Order Amounts
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Minimum order value for delivery: AED 500
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If your basket is below this threshold, please note that a delivery fee will be applied and self-pickup is not supported at the moment.
4. Accepted Payment Methods
We accept the following payment methods:
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Online card payments (credit/debit) processed securely via PayTabs (www.paytabs.com).
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Cash on Delivery (COD) — cash or cards accepted where COD is available.
Note: All card payments are processed by PayTabs. Cardholder data is handled by PayTabs in accordance with industry security standards (PCI-DSS). DUPET does not store full card details on its systems.
5. Payment Timing & Order Processing
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Prepayment: All online orders must be paid in full at checkout unless alternative credit terms have been agreed in writing.
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COD / On delivery: For customers using COD, payment must be made in full in cash at the time of delivery. We reserve the right to refuse delivery without full payment.
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Order confirmation: Orders will only be processed and reserved once payment is received or credit terms have been formally approved.
6. Credit Terms & Eligibility
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Credit terms (credit frame) may be offered to established trade customers after a period of consistent trading and a credit assessment. Credit terms (credit amount and payment days) must be agreed in writing.
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General trading companies and newly established accounts are not eligible for credit by default. Exceptions require explicit written approval by PETVELU finance.
7. Invoicing & Receipts
An invoice or tax receipt will be issued for each paid order showing product value, VAT, shipping, and any other charges.
8. Refunds, Returns & Chargebacks
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Refunds: Refunds for approved returns or cancellations will be processed to the original payment method. Refund timing depends on the payment provider and bank.
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Chargebacks / Disputes: Any cardholder disputes or chargebacks initiated through the card issuer will be investigated. If a chargeback is found to be invalid, associated fees and losses may be passed to the customer.
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RMA / Returns: Returns for quality or shipping errors must follow our RMA procedure. Unauthorized returns may be refused.
9. Failed or Declined Payments
If a payment attempt fails or is declined, we reserve the right to cancel the order after a reasonable notice period. Please contact contact@epet.ae to resolve payment issues.
10. Transaction & Service Fees
Any third-party transaction fees (e.g., bank transfer charges, currency conversion fees) are the responsibility of the customer unless otherwise agreed. Where applicable, additional service charges (e.g., COD handling fees) will be displayed at checkout or invoiced.
11. Security & Data Protection
Card payments are processed via PayTabs and handled under its security policies. We do not store full card data on our servers. For details on how PayTabs protects payment data, please refer to PayTabs’ security documentation at www.paytabs.com.
12. Discounts & Promotions
All discounts, promotional pricing, or special commercial terms must receive prior written approval from PETVELU ANIMALS FODDER AND SUPPLEMENTS TRADING L.L.C.
Unauthorized discounting or reselling at discount outside agreed terms may lead to order cancellation or future restriction.
13. Contact for Payment Issues
For payment inquiries, invoices or to request bank details:
📧 contact@epet.ae
📞 Phone / WhatsApp: +971 52 710 1862
📞 Phone: +971 55 697 1670 (Mon–Fri 09:00–18:00 GST)