Terms & Conditions

TERMS & CONDITIONS

  • My Pets WLL provides a standard invoice format. We ask our customers to kindly indicate their requirement for any alternative format or document at the same time of order placement.
  • Duty & tax fees are to be paid in full by the customer where applicable. Failure to pay the required customs charges may result in the order being returned to My Pets, for which a refund shall be issued, after the deduction of all shipping costs and administrative fees.
  • Orders must be collected within 2 days of placing the order from our website. If the order is not collected within 2 days after order placement has been processed, and we don’t receive any notification from the customer, the order will then be returned to My Pets. No refund will be applicable in this case (even if the item(s) are in good condition).
  • Damaged items may be rejected by the customer upon delivery, in which case they will be exchanged for new undamaged items. It is the responsibility of the customer to inspect the items and communicate any requirement of replacement with the presence of our staff at the point of delivery. We are unable to refund and/or replace an item after a delivery has been dropped off and accepted by the customer.
  • Orders may be changed or cancelled at any time before the order has been processed.
  • For orders within Bahrain, we are able to provide a size replacement for the same product under the following conditions: If a customer finds that the size ordered is not suitable for their pet, we ask him/her to kindly ensure that all tags are attached, the product remains unopened and unused, and the original packaging has not been tampered with, in order for us replace with the appropriate size for the pet’s requirement.
  • In the rare event that any ordered item is not available, we will contact the customer directly with similar alternatives to replace it. We will proceed with shipping the rest of the order without the item in question within 3 working days, in case we aren’t able to reach the customer.
  • Some countries might not allow the import of specific items due to their local laws or regulations, for which we will do our utmost best to inform the customer in advance. We still recommend for our customers to personally check with their country’s customs authority before placing an order, as we shall not be held responsible for customs issues in any country.

Delivery

  • We always deliver the items within 24hrs, however in some occasions deliveries get delayed along the way due to circumstances beyond our control. If there are any issues with delivery from our side, we will contact our customer first-hand. For any question(s) and concern(s), we are always available through Whatsapp, our social media accounts, our landlines and email.
  • For customers outside the GCC region: Please send us an email with your order and we’ll be happy to provide you with a quote including shipping costs.

PRODUCT AVAILABILITY

The My Pets WLL has the right, at any time, to make changes to information about products displayed on the web shops without a preliminary notice. This information may include details pertaining to price, description or product availability, My Pets will not, however, make any changes to the price, availability or description of any product after an order has already been accepted.

PRIVACY POLICY

In accordance with data protection legislation, My Pets WLL does not share, sell, distribute or in any way disclose customers’ information with any third parties, except when order details are processed as part of the order fulfillment.

All information we do gather from our customers when setting up an account with us i.e. name, address, contact number, e-mail, is used solely as a means for us to communicate and process orders efficiently. Occasionally, we may use this information to inform our customers of special offers, sales or promotional products. However, we do not use these contact details for consistent marketing, we adhere within the boundaries of not being a nuisance to our customers. If a customer wishes to opt-out of our promotional offers and informational updates, please e-mail us at info@mypets-wll.com.

If a customer has a query about their information, or wishes to change/remove any details from our system, or express any concern(s), we ask that he/she please contact us at info@mypets-ell.com, or on the phone number (+973) 3227 2277 during business hours.

PAYMENT

We can Process the following types of Credit Cards: Visa, Master Card, Benefit Pay.

If a customer prefers to make payment and/or place an order over the phone, please call us on: +973-3227 2277 and we will be happy to be of assistance.

All prices are inclusive of VAT.

Shipping charges are added at checkout.

The availability of stock and prices are subject to change without prior notice after the order has been placed.

Refund & cancelation

The refund will be made using the same payment method used to purchase the item excluding the delivery charges.

If you have received a defective item or the wrong item and decide to return it , remember to return the original receipt of the package .

Once we have inspected the condition of the items, we will reimburse the cost of the returned items , foods or snacks will not be returned if opned or more than 24 hours after Delivery .

Exchange

If you would prefer another size, you can request this when making your return. To do so, state on the delivery note the item you wish to exchange and the new size.

If this size is not available, we will refund you the amount for said product.

If you wish to exchange your item for another product , you must return the item and place a new order.

SECURITY POLICY

My Pets W.L.L has a policy to operate a professional, user-friendly online business, which is offered at the highest level of security to customers in a confidential manner.

We are committed to preserving our customers’ privacy and maintaining a secure environment to shop online with us.

My Pets W.L.L does not have access to any of the customers’ credit card details, nor does it retain such details in any form.

We will constantly monitor our security systems and will keep our customers informed of all changes and improvements through our website.

Upon creation of an account with My Pets W.L.L, each customer will be asked to provide some personal information (name, address, e-mail, phone number) but NOT credit card details. Only upon payment of goods will the customer be transferred to our web store provider’s secure payment server.