Returns ,Warranties , Payments and others.

 

1. Damaged or Defective Products

If you receive a damaged or defective product, contact our office, on the very same day of delivery or within 24 hours at (04) 885-98 89 / (04) 883 68 13 or email us on [email protected]/[email protected] If we are not notified we will not be in a position to entertain the query.

Please be prepared to supply the administration staff with the invoice number and product number from your original invoice, as well as your e-mail address and phone number, in addition to the ORIGINAL RETURN FORM.

We will make every reasonable effort to assist you with your return. If you do not contact our office within 24 hours, it would mean you are responsible for any damaged items.

If there is extensive damage to the carton upon delivery, you reserve the right to return the product at the time of delivery to our delivery staff. No returns will be made for damages not seen by your personnel at the time of delivery.

 

2.No Hassle Return Policy

We want you to be fully satisfied with every product that you purchase from Value Pets Supplies Trading LLC. If you are not satisfied with a product that you have purchased, you may return the same to us within 24 hours in good condition, in original boxes and with all paperwork, parts and accessories to ensure credit.

Value Pets Supplies reserves the right to accept or deny the return.

All return items must be accompanied by a RETURN FORM.

 

2.Refusing to accept a delivery

Once we receive the orders, via telephone, fax, website or email, we will ensure we deliver within 72 hours from the time of receipt of the order.

In the event you receive delivery with incorrect items as per your order, you have every right to return back the items, provided a RETURN FORM is filled and handed over to our delivery personnel.

Delivery of damaged items, short expiries should be pointed out at the very same time of accepting delivery, or else clause 3.4, 3.5 & 3.6 will apply.

 

3. Returning a Product- Non Food/Non- perishable

If you wish to return a product to Value Pets Supplies, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped products.

  1. Pack the product(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to ensure credit.
  2. Please fill up our returns form, if you do not have one please ask one of our administration representatives to supply you with one. No returns will be made without a RETURN FORM under any circumstances.
  3. Before sending your return shipment, please remove all extra labels from the outside of the package.
  4. Return Option 1: if returns of products are made less than or equal to ( <=24 hours – then a 50% refund is made based on the conditions above- provided a return form is submitted in original- delivered to our office)
  5. Return Option 2: if returns of products are made more than 24 hours up to a maximum of 72 hours ( >24 & <=72 hours then a 20% refund is made based on the conditions above- provided a return form is submitted in original delivered to our office)
  6. Return Option 3: If returns are made over 72 hours then NO refunds will be made.
  7. Refunds will be made in the form of CREDIT NOTE.

 

4. Returning a Product- Food/ Perishable Product

If you wish to return a food product (ONLY PURINA PROPLAN) to Value Pets Supplies, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped products.

  1. Pack the product(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to ensure credit.
  2. Please fill up our returns form, if you do not have one please ask one of our administration representatives to supply you with one. No returns will be made without a RETURN FORM under any circumstances.
  3. Before sending your return shipment, please remove all extra labels from the outside of the package.
  4. Pet food items (PURINA PROPLAN ONLY) can be returned with a minimum of 6 months prior to expiry and in original packaging.
  5. Purina Proplan expiries less than 6 months will be refunded on 50% only. If products have a short expiry you have the right to return the products within 24 hours. Return forms need to be filled and originals handed over to the office.
  6. Purina Proplan returns with expiries less than 4 months will not be entertained, under any circumstances.
  7. We will NOT entertain any returns of TREATS or any other items with an expiry date with the exception of Purina PROPLAN.

Value Pets Supplies has the right to deal with product returns on a case-to-case basis. We will strive to respond to your queries no later than 72 hours from the date we accept receipt of the returned items, if you are eligible for a credit or not.

 

5. Product Warranties

Electronic items do come with a 12 month manufacturing warranty ( Items included are Drinkwell, Scoopfree & Pet Safe Anti bark collars & doors) . If there is a manufacturing defect we will offer an exchange no later than 48 hours.

We will not honor any replacements if the damage is caused due to poor handling or misuse of the product.

 

6. Consignment Sales

We do not offer consignment sales agreements, all our agreements are based on credit terms with a maximum of 30 days and running month.

 

7. Penalties & Payment Terms

Value Pets must be paid in accordance to the credit terms agreed with all parties. Failure to provide payment within stipulated terms will result in suspension of deliveries of all orders until such time the payment is cleared in full.

Payments to Value Pets will be paid in accordance to the Invoices & credit note issued. Payment cannot be offset or reduced without consent in writing from Value Pets Supplies.

Bounced or returned cheques will incur a penalty of Aed 250 per transaction

Delayed delays will incur a penalty of 2.5% per month of the outstanding/overdue amounts

Disclaimer

Pet products do not come with any guarantees! We urge you to supervise your pets during their play and feeding times.