Online Shopping Policy
Thank you for shopping with Pet Pavilion. We want your online shopping experience to be simple, reliable and transparent. The following terms apply to purchases made through the Pet Pavilion online store.
4.1 Orders and Order Confirmation
All orders are subject to product availability and successful payment authorization. Once an order is placed, the customer will receive an electronic order confirmation. If Pet Pavilion is unable to fulfil an item because it is unavailable, incorrectly priced or otherwise unable to be supplied, the customer will be contacted as soon as reasonably possible. Any amount already paid for an item that cannot be supplied will be refunded.
4.2 Product Information and Pricing
Pet Pavilion makes every reasonable effort to ensure that product descriptions, photographs, prices and availability displayed online are accurate. Actual packaging or appearance may occasionally differ where a manufacturer updates its packaging. If an obvious pricing or listing error is identified, Pet Pavilion will contact the customer before fulfilling the affected item. Prices shall be displayed in UAE Dirhams and shall state whether applicable VAT is included.
4.3 Payment
Available payment methods will be displayed at checkout. Payment must be successfully authorized before an order is processed. Approved refunds will normally be returned to the original payment method, subject to applicable bank or payment-provider processing times.
4.4 Delivery Areas, Charges and Timeframes
Pet Pavilion currently provides delivery within Abu Dhabi only. Delivery timeframes and charges are outlined below.
Abu Dhabi – Delivery Timeframes and Charges
Orders placed before 4:00 PM are eligible for same-day delivery, while orders placed after 4:00 PM will normally be delivered on the following day.
- Orders of AED 250 or more qualify for complimentary delivery.
- Orders below AED 250 are subject to a AED 20 delivery charge.
Delivery timeframes are estimates and may occasionally be affected by factors outside Pet Pavilion’s reasonable control, including traffic conditions, weather, public holidays, unusually high order volumes or circumstances affecting access to the delivery location. Where reasonably possible, customers will be informed of any significant delay affecting their order.
4.5 Delivery Address and Receipt
Customers are responsible for providing a complete and accurate delivery address, contact number and relevant access instructions. Pet Pavilion will not be responsible for delays caused by incorrect or incomplete information supplied by the customer. If nobody is available to receive the order, the customer may be contacted to arrange redelivery, and an additional charge may apply where a second delivery attempt is required due to customer unavailability. Orders should be inspected as soon as reasonably possible after delivery.
4.6 Order Cancellation
Customers may request cancellation before an order has been dispatched or prepared for delivery by contacting Pet Pavilion Customer Care. Once dispatched, cancellation may no longer be possible and the standard return procedure will apply. Eligible prepaid cancellations will be refunded to the original payment method.
4.7 Change-of-Mind Returns and Exchanges
Eligible products may be returned or exchanged within 7 days from delivery, provided they are unused, in original condition, with original packaging, labels, seals and accessories intact, suitable for resale, and accompanied by proof of purchase or the online order number. Pet Pavilion may inspect the item before approving the return or exchange. Change-of-mind returns may be subject to a return collection/delivery charge, and original delivery charges are normally non-refundable in such cases.
4.8 Non-Returnable Products
For hygiene, health, safety and product-integrity reasons, pet food, treats, edible products, supplements, veterinary diets, products with broken hygiene/safety seals, opened or used grooming/hygiene products, customized products, clearly identified clearance/final-sale items, products damaged through misuse, and other products that cannot safely or hygienically be resold are not normally eligible for change-of-mind return or exchange. This does not affect applicable customer rights where goods are defective, damaged, expired, incorrect or otherwise not supplied in accordance with the order or applicable UAE law.
4.9 Damaged, Defective, Expired or Incorrect Products
Customers receiving a damaged, defective, expired, incomplete, incorrect or materially misdescribed product should contact Pet Pavilion Customer Care as soon as possible, preferably within 48 hours of delivery, quoting the order number and providing photographs where appropriate. Following verification, Pet Pavilion will arrange the appropriate replacement, exchange or refund at no additional cost where Pet Pavilion is responsible. The 48-hour request is intended to facilitate prompt resolution and does not remove rights that may apply under UAE law.
4.10 Exchanges
Eligible exchanges are subject to stock availability. If the replacement item costs more, the customer must pay the difference; if it costs less, the applicable balance will be refunded or credited. For operational simplicity, Pet Pavilion may process an exchange as a return/refund of the original item followed by a new order.
4.11 Refunds
Once an approved return is received and inspected, Pet Pavilion will initiate the refund. Approved refunds will normally be issued to the original payment method. Pet Pavilion should aim to initiate approved refunds within approximately 5–7 business days following approval; the time for funds to appear may vary by bank, card issuer or payment provider. Original delivery charges are generally not refundable for change-of-mind returns. Where Pet Pavilion supplied a damaged, defective or incorrect item, appropriate delivery costs will be handled in accordance with the applicable remedy.
4.12 Promotions and Discount Codes
Promotional codes must be entered before checkout, cannot normally be applied retrospectively, may have validity periods or exclusions, cannot be exchanged for cash, and cannot be combined with another promotion unless specifically stated. Pet Pavilion may amend or withdraw promotions subject to orders already validly accepted and applicable law.
4.13 Product Availability
Products displayed online are subject to availability. If an item becomes unavailable after an order is submitted, Pet Pavilion may offer a suitable alternative, remove the unavailable item, or refund it. No materially different substitute should be sent without the customer’s agreement.
4.14 Customer Support and Complaints
For order queries, cancellations, returns, refunds or complaints, please contact:
Pet Pavilion Customer Care
Telephone/WhatsApp: +971 2 559 0453
Email: petpavilionuae@gmail.com
Please quote your order number when contacting us about an online purchase.