Terms Of Use

Your Order And Payment

1. By placing an order for Products through our Website, you are confirming that you intend to enter into a contract with us for the purchase of those Products at the stated prices as at the date and time of your order. We reserve the right to alter the prices of Products from time to time, for example during promotional periods or where a Product is incorrectly priced. If the Product’s correct price as at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. The price is inclusive of any value added tax (i.e. VAT or GST or other similar taxes or charges) applicable under the prevailing law.

2. You place the order for your Products on the Website by clicking the ‘Confirm Order’ button at the end of the checkout process. During the checkout process, you will be asked to complete your payment details. By providing your personal and payment information, you authorise us to share such information with relevant third parties such as payment processing providers and delivery companies. All fields indicated as compulsory must be completed (which includes providing us with a valid phone number email address). We will then send you an email confirming receipt, the details of your order and the delivery costs which will be added to the purchase price (if applicable).

3. Tabby and Tamara alternative payment methods cannot be used when purchasing the following brands - Cat Chow, Dog Chow, Fancy Feast, Felix, Friskies, Kitten Chow, Purina One, Tidy Cats, Dentalife, Whiskas, Thomas, Cesar, Catsan, Dreamies, Kitekat, Pedigree, Sheba, Trill and Royal Canin

4. Coupon codes cannot be used for the following brands - Cat Chow, Dog Chow, Fancy Feast, Felix, Friskies, Kitten Chow, Purina One, Tidy Cats, Dentalife, Whiskas, Thomas, Cesar, Catsan, Dreamies, Kitekat, Pedigree, Sheba, Trill and Royal Canin.

Please note that neither completion of the online checkout process nor our confirmatory email constitute our acceptance of your order. Our acceptance of your order will take place only upon delivery to you subject to full payment having been received. You can review the orders you have placed and their current status at any time by visiting our Website and clicking on “Log In” at the top of the page followed by selecting “Track Your Order”.

If we cannot supply you with the Products you ordered for whatever reason, we will not process your order and will inform you of this. This might be because a Product is out of stock or because we have identified an error in the price of the Product. If you have already paid for the Products we will provide you with a full refund as soon as reasonably possible.

Delivery

We can only process orders for delivery or collection within KSA only. Please note that delivery charges and timescales vary depending on the type of Products ordered, the service you select and the delivery address.

We will try our best to deliver the Products to your address by the estimated delivery date sent out in our order confirmation email. If we are unable to meet our estimated delivery date, we will contact you as soon as we can with a revised estimated date. We will inform you when the order has been delivered to your address, as the case may be. If you have selected delivery to your address and no one is available at the specified address at the time of delivery, our delivery company will contact you to arrange re-delivery. The Products will only be left with a third party (such as building caretaker or a maid) but only with your express authority.

All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g. material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

For more information, please visit - Delivery and Installation Service.

Cancellation, Returns, Refunds And Exchanges

Cancellation

If you wish to cancel your order, you may do so by calling our Customer Services department during working hours and within one hour of having placed it. Please note that we cannot accept cancellations outside of these periods as the order will have been processed and can only then be cancelled through our returns/refunds process. If you paid by credit card or debit card (KNET in Kuwait), and you have cancelled in accordance with this clause then we will reverse the authorization or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account.

Returns

If you wish to return your order for a refund or to exchange certain Products, you must inform us within 15 days of receipt of your order, and return the relevant Products to an agreed store or designated drop-off point (if available) as soon as possible in the same condition as supplied, in their original packaging with a copy of the relevant invoice. Please note that any items which had been provided free-of-charge with the relevant Products must also be returned.

Refunds

Subject to the below exclusions, where you return your order or wish to exchange certain Products, we will process a refund upon receipt of the returned/exchanged Products, excluding any delivery charges you paid for. For an exchange, either you will need to place a new order for delivery/collection or, subject to availability, it may be possible for you to purchase the replacement Products in the relevant store.

For more information regarding our returns and refunds, please visit - Return Policy.

Exchanges

In accordance with global retail industry standards, we are unable to accept returns or exchanges of Products in the following categories: In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement Product or we will give you a full refund, including any delivery charges you paid for. In any case you must return the faulty, damaged or incorrect Products to us as soon as possible.

a. If the buyer wishes to Cancel, Return, or Exchange an order paid in using Tabby or Tamara, in that case, the buyer must cancel the first purchase and make a new one.
b. In order to Cancel, Return, or Exchange an order the condition is that no products should be used out of the ordered products.

For more information regarding our exchange policies, please visit - Return Policy.

You must take reasonable care of any Products that you wish to return and not use them. We will not be responsible for any loss or damage caused to the items during your possession.

For Tamara and Tabby orders:

If the buyer wishes to Cancel, Return, or Exchange an order paid using Tabby or Tamara, in that case, the buyer must cancel the first purchase and make a new one.

Customers must contact Tamara or Tabby in case of a refund.

Refunds will be processed through the original payment method (Tamara or Tabby).

Refund processing days are dependent as per the terms and conditions of the original payment method (Tamara or Tabby).

No partial refund or return is accepted for orders placed using Tamara or Tabby.