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Return & Refund
 
Last updated: October 20, 2025
 
  1. 1. Scope

 

This Returns & Refund Policy applies to business customers and distributors purchasing via DUPET. All returns require prior RMA (Return Merchandise Authorization) approval.
 

  1. 2. Preferred Resolution Order

     

When a return is approved, we will provide remedies in the following order of preference:
  • Exchange — Replace with an equal-value product (same or alternative brand).
  • Account Credit — Credit the customer account for future purchases.
  • Refund — Refund to the original payment method following inspection and approval.

 

  1. 3. RMA Process

 

  • Submit RMA requests by email to contact@epet.ae with your order number, SKU(s), quantity and supporting photos/videos. Please title the email: “RMA Request – [Order No.]”.
  • We will acknowledge and review the request as soon as possible and may request additional evidence or samples.
  • Once approved, we will issue an RMA number and provide return instructions, the return address, and clarification of shipping responsibilities.
  • After receiving and inspecting the returned items, we will complete the agreed resolution (exchange / account credit / refund).

 

  1. 4. Shipping & Fees

 

  • If the return is due to our error (wrong item shipped, manufacturing defect, or transport damage confirmed), return and replacement shipping costs will be borne by DUPET/PETVELU.
  • For non-quality returns (buyer’s remorse, incorrect ordering), returns require prior approval; the customer pays return shipping and a restocking fee up to 10% may apply.
  • Perishable or opened products are typically non-returnable unless confirmed defective.

 

  1. 5. Exchanges

 

  • Replacements are normally shipped after we receive and inspect the returned goods. By mutual agreement, replacements may be dispatched earlier at our discretion.
  • Exchanges for different brands/products must be of equal value; any price differences will be settled between the parties.

 

  1. 6. Account Credit Rules

 

  • Credits issued to customer accounts are valid for 12 months from issuance and may only be used on DUPET purchases.
  • Credits are non-transferable and are generally not redeemable for cash unless agreed in writing.

 

  1. 7. Distributor / Warranty Claims

 

  • As a distributor, PETVELU will forward warranty claims to the manufacturer. Manufacturer handling and resolution timelines vary; PETVELU will inform customers of the expected timeframe. Final warranty decisions and actions may be determined by the manufacturer.

 

  1. 8. Unauthorized Returns & Packaging Requirements

 

  • Do not return products to any PETVELU/DUPET representative, courier or agent unless you have received prior written authorization (RMA / credit note) from us. Items returned without prior authorization are returned at the customer’s risk and may not be accepted for refund/exchange/credit.
  • Returned products must be free of price tags/price markings. PETVELU reserves the right to refuse items where packaging is not in a resalable condition or appears deteriorated.

 

  1. 9. Finality of Decision

 

DUPET / PETVELU’s decision regarding any return or refund request is final. If DUPET / PETVELU refuses a return or refund, customers are expected to respect management’s decision; such decisions are final within DUPET / PETVELU’s internal processes.