Leading Online Veterinary Pharmacy in UAE   -   Trusted Care, Delivered to Your Door.
Returns & Exchange Policy

Last Updated: 01/04/2026

This Returns & Exchange Policy applies to purchases made through our online veterinary pharmacy website ("www.vetpharmacy.ae") and is governed by the applicable laws and regulations of the United Arab Emirates (UAE), including Dubai health and consumer protection regulations. By placing an order, you agree to the terms outlined below.

1. Regulatory Compliance

Our operations comply with applicable UAE laws, including but not limited to:

  • UAE Federal Law No. 15 of 2020 on Consumer Protection
  • UAE Ministry of Climate Change and Environment (MOCCAE) regulations for veterinary products
  • Dubai Municipality and relevant local authority guidelines

Due to these regulations, certain veterinary products cannot be returned once dispensed or delivered.

2. Non-Returnable Items

In accordance with UAE health and safety regulations, the following items are not eligible for return or exchange unless defective or incorrectly supplied:

  • Prescription veterinary medications
  • Controlled or regulated veterinary drugs
  • Vaccines and temperature-sensitive (cold chain) products
  • Opened, used, or unsealed products
  • Perishable goods (including feeds, supplements, or biologics)
  • Special-order or customized items

These restrictions are mandated to ensure animal safety, product integrity, and regulatory compliance.

3. Eligible Returns

You may request a return or exchange within 7 days of delivery (as aligned with UAE consumer protection guidelines) only if:

  • The product received is incorrect
  • The product is damaged upon delivery
  • The product is defective
  • The item remains unopened, unused, and in its original sealed packaging

Proof of purchase (invoice or order confirmation) is mandatory.

4. Return Approval Process

To initiate a return:

  1. Contact our customer support at cs@vetpharmacy.ae within the eligible return period.
  2. Provide your order number, product details, and reason for return.
  3. Submit clear photos/videos showing the issue (damage, defect, or incorrect item).
  4. Await official return authorization before dispatching the item.

Returns sent without prior approval may be rejected in compliance with UAE regulations.

5. Inspection & Regulatory Restrictions

All returned items are subject to inspection upon receipt.

We reserve the right to:

  • Refuse returns that do not meet regulatory requirements
  • Reject products that may have been improperly stored or handled
  • Dispose of returned veterinary medicines where re-dispensing is prohibited by law
6. Return Shipping
  • If the return is due to our error (incorrect or defective product), we will arrange or reimburse return shipping costs.
  • For other approved returns, customers are responsible for shipping costs.
  • Products must be returned using appropriate packaging to maintain condition and, where applicable, temperature control.
7. Refunds

Once the returned item is received and approved:

  • Refunds will be processed within 7–10 business days
  • Refunds will be issued to the original payment method
  • Delivery and service charges are non-refundable unless the return is due to our error

Refunds may be refused if the item does not comply with return conditions or regulatory requirements.

8. Exchanges

Exchanges are permitted only for eligible items under the same conditions as returns.

  • Subject to stock availability
  • If unavailable, a refund will be issued instead
9. Damaged or Incorrect Deliveries

In compliance with UAE consumer protection practices:

  • Claims must be reported within 48 hours of delivery
  • Failure to report within this timeframe may result in rejection of the claim
10. Temperature-Controlled Products (Cold Chain)

Products requiring refrigeration or controlled temperatures are shipped using validated cold-chain logistics.

  • These items are non-returnable once delivered
  • Claims will only be considered if reported immediately upon delivery with supporting evidence
11. Liability & Legal Disclaimers

To the fullest extent permitted under applicable UAE laws:

11.1 Product Use Responsibility
  • All products must be used strictly in accordance with veterinary guidance and manufacturer instructions.
  • We are not responsible for any adverse effects, injury, or loss resulting from misuse, incorrect administration, or failure to follow professional veterinary advice.
11.2 Prescription & Regulatory Compliance
  • Customers are responsible for ensuring that any prescription-based products are ordered and used in compliance with UAE veterinary regulations.
  • We reserve the right to request valid prescriptions and to refuse supply where regulatory requirements are not met.
11.3 Storage & Handling After Delivery
  • Once delivered, the customer assumes full responsibility for proper storage, handling, and use of the products.
  • We are not liable for damage, reduced efficacy, or spoilage due to improper storage conditions (including failure to maintain cold chain where required).
11.4 Limitation of Liability
  • Our liability is strictly limited to the purchase value of the product in question.
  • We shall not be liable for any indirect, incidental, consequential, or special damages, including but not limited to loss of animals, loss of income, or business interruption.
11.5 Delivery & Third-Party Services
  • While we take reasonable steps to ensure timely and safe delivery, we are not liable for delays, damages, or losses caused by third-party logistics providers, except where required under UAE consumer protection laws.
11.6 Force Majeure
  • We shall not be held liable for failure or delay in performing our obligations due to events beyond our reasonable control, including but not limited to natural disasters, pandemics, regulatory changes, or disruptions in supply chains.
11.7 Consumer Rights
  • Nothing in this policy excludes or limits any rights granted to consumers under UAE Federal Law No. 15 of 2020 or other applicable laws.
12. Indemnity

You agree to indemnify, defend, and hold harmless the Company, its owners, directors, employees, affiliates, and partners from and against any and all claims, liabilities, damages, losses, costs, or expenses (including legal fees) arising out of or related to:

  • Your misuse or improper use of products
  • Your violation of applicable UAE laws or regulations
  • Your failure to obtain or comply with veterinary advice or prescriptions
  • Any harm caused to animals, persons, or property resulting from your actions or negligence

This indemnity obligation shall survive the completion of your purchase and use of the Website.

13. Governing Law & Jurisdiction

This policy and any disputes arising out of or in connection with it shall be governed by and construed in accordance with the laws of the United Arab Emirates.

  • The courts of Dubai shall have exclusive jurisdiction to resolve any disputes, subject to applicable UAE federal laws.
  • Where applicable, disputes may first be referred to relevant UAE regulatory authorities or consumer protection bodies before escalation to courts.
14. Contact Information

For returns or inquiries:

Customer Support
Email: cs@vetpharmacy.ae​
Phone: +(971) xx xxxxxx

15. Policy Updates

We reserve the right to update this policy at any time in accordance with regulatory changes. Updates will be published on the Website and become effective immediately.

Important Notice: This policy is designed to comply with UAE veterinary and pharmaceutical regulations, which restrict the return and redistribution of certain products to protect animal health and public safety.