Terms of service

These Terms and Conditions apply every time you access woofy.ae or place an order with us. Please read them carefully — by using the website you confirm that you accept them.

1. Who we are

Welcome to Woofy.ae. We are a Dubai-based pet e-commerce store passionate about helping busy urban pet parents look after their cats, dogs, birds, fish, and other furry, feathered, or finned companions across the United Arab Emirates.

Woofy.ae is operated by Woofy for Online Selling, a company licensed in the United Arab Emirates under DET Trade Licence No 1558950, and registered office Saih Shuib, Dubai Industrial City, Dubai, United Arab Emirates ("Woofy," "we," "us," or "our").

These Terms and Conditions apply every time you access https://woofy.ae or place an order with us. Please read them carefully. By using the website, creating an account, or placing an order, you confirm that you accept these Terms and Conditions and agree to comply with them. If you do not accept them, you must not use the website.

2. Who can shop with us

To place an order on woofy.ae you must:

Be at least 18 years old, or have the consent of a parent or legal guardian to make the purchase.
Be physically present in the United Arab Emirates at the time of purchase, or be ordering for delivery within the United Arab Emirates.
Have legal capacity to enter into a binding contract under UAE law.
Provide accurate, current, and complete information when placing an order.

If you are placing an order on behalf of a business, you confirm that you have authority to bind that business to these Terms and Conditions.

3. Your Woofy account

You can place orders on Woofy.ae either as a guest or by creating an account. Creating an account makes future checkouts faster and lets you track your orders and saved addresses. You are responsible for keeping your account credentials confidential. Any activity carried out under your account is treated as carried out by you, unless you have notified us promptly of unauthorised access.

We reserve the right to suspend or close an account if we have reasonable grounds to believe it is being used for fraudulent activity, in breach of these Terms and Conditions, or to abuse our promotions or refund policies.

4. Products, prices, and availability

4.1 Product information

We make every reasonable effort to describe our products accurately, including ingredients, weights, sizes, brand names, and recommended use. Pet food formulations, packaging, and weights can change without notice. The product information shown on the website is provided in good faith and for general information only. The information printed on the actual packaging delivered to you is the authoritative source for ingredients, allergens, expiry, and feeding guidelines.

Photos and graphics on the site are for illustration. The colour, shape, and packaging of the actual product can vary slightly from what is shown.

4.2 Prices

All prices on woofy.ae are shown in United Arab Emirates Dirhams (AED) and include any applicable Value Added Tax (VAT) at the rate prevailing on the date of purchase. The price you pay is the price displayed on the product page at the time you complete checkout, plus any delivery fee shown at checkout. We do not add any hidden fees.

Despite our best efforts, very occasionally a product may be listed at the wrong price due to a system or human error. If we discover an error in the price of a product you have ordered, we will contact you as soon as possible to give you the option of either confirming the order at the correct price or cancelling it for a full refund. We are not obliged to fulfil an order at a clearly incorrect price.

4.3 Promotions and discounts

From time to time we run promotions, discounts, or coupon codes. Each promotion will state the start date, end date, applicable products, and any other conditions. Promotions cannot usually be combined with other offers, but exceptions are clearly stated. We reserve the right to withdraw a promotion at any time before checkout is completed, in line with the UAE Consumer Protection Law.

If a promotion turns out to be invalid because of a system or human error, we will tell you before despatching the order and offer either a refund or the option to keep the order at the regular price.

4.4 Availability

We make our best effort to keep stock information accurate. If a product becomes unavailable after you have placed an order, we will contact you within 24 working hours to offer a substitute product, a partial refund, or a full refund of the unavailable item, at your choice.

5. How an order becomes a contract

The steps in placing an order are:

You add products to your basket and proceed to checkout.
You enter your delivery address, contact details, and choose a payment method.
You confirm acceptance of these Terms and Conditions and our Privacy Policy.
You place the order. The website confirms the order on screen and sends you an order confirmation email or message.

The order confirmation we send is an acknowledgement that your order has been received. A binding contract between you and Woofy is formed only when we send you a separate despatch confirmation, at which point title to the products is transferred subject to receipt of payment in full. Until that despatch confirmation, we are entitled to reject your order, for example if a product is out of stock, the price was clearly incorrect, the order is suspected of fraud, or the delivery address is outside our delivery zone.

6. Payment

We accept the following payment methods at checkout:

Debit and credit cards (Visa, Mastercard) processed through a PCI-DSS compliant payment gateway.
Apple Pay and Google Pay where supported by your device.
Cash on Delivery (COD), where the cash amount equal to the full order total is paid in AED to the delivery driver at the door.

We do not store full card numbers on our own systems. Card payments are processed securely by our payment service provider over an encrypted connection. By submitting a card payment, you confirm that the card belongs to you and that you have authority to use it for the order.

Cash on Delivery requires that the recipient or an authorised person aged 18 or above is present at the delivery address with the exact cash amount. If no payment is available at the time of delivery, the order will be returned and a redelivery may be subject to a fee.

7. Delivery

We deliver across all seven emirates of the United Arab Emirates. Standard delivery timeframes, fees, and conditions are set out on our Shipping and Delivery page at https://woofy.ae/en/shipping, which forms part of these Terms and Conditions.

Risk of loss or damage to the products passes to you when the products are delivered to the address you provided. If you ask us to leave the parcel at an unattended address (such as outside a door or with a security guard), risk of loss or damage passes to you at the moment we follow that instruction.

If your delivery is delayed, lost, damaged, or items are missing on arrival, please contact us within 48 hours of the delivery date so we can investigate and put it right. The detailed process is set out on our Shipping and Delivery page and our Returns and Refund Policy.

8. Returns, refunds, and warranties

Our full Returns and Refund Policy is published at https://woofy.ae/en/returns and forms part of these Terms and Conditions. In summary, you may return eligible products within seven (7) calendar days of delivery, provided the products are unopened, unused, and in their original packaging. Some products are excluded from returns for hygiene, safety, or perishability reasons; the excluded categories are listed in the full policy.

Where a product is found to have a defect or fault that affects its quality of performance, the rights set out in the UAE Consumer Protection Law (Federal Law No. 15 of 2020 as amended) apply. In particular, where a hidden defect appears within thirty (30) days of delivery you have the right to a repair, replacement, or refund, in line with that law.

9. Order cancellation

You can cancel an order before we mark it as despatched at no cost, by contacting us at hello@woofy.ae or on +971 360 8163 with your order number. Once an order has been despatched, the cancellation steps are the same as a return and are governed by our Returns and Refund Policy.

We may cancel an order before despatch if the product is out of stock, the price was clearly incorrect, the order is suspected of fraud, payment is not authorised, or delivery to your address is not possible. In any of those cases we will refund the amount paid in full.

10. Acceptable use of the website

You agree to use woofy.ae only for lawful purposes and in a way that does not infringe the rights of, or restrict or inhibit the use of woofy.ae by, any other person. You agree not to:

Use the website in any way that breaches any applicable UAE law or regulation.
Send, knowingly receive, upload, download, or use any material which is unlawful, defamatory, obscene, threatening, or harmful in any way.
Use the website to transmit any unsolicited or unauthorised advertising or promotional material.
Use any robot, spider, scraper, or other automated means to access or copy any part of the website without our prior written consent.
Attempt to gain unauthorised access to the website, the server on which it is stored, or any server, computer, or database connected to it.
Carry out a denial-of-service attack, a distributed denial-of-service attack, or anything similar.

Breach of this section is a serious matter and may amount to a criminal offence under UAE Federal Decree-Law No. 34 of 2021 on Combating Rumours and Cybercrimes. We will report any such breach to the relevant law enforcement authorities and cooperate with them by disclosing your identity.

11. Intellectual property

All content on woofy.ae, including text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Woofy or its content suppliers and is protected by UAE and international copyright, trademark, and other intellectual property laws. The Woofy.ae name and logo are trademarks of Woofy.

You may view, download, and print pages from the website for your own personal, non-commercial use only. You must not modify the digital or paper copies of any content you have printed off or downloaded in any way, and you must not use any illustrations, photographs, or graphics separately from any accompanying text.

Brand names, logos, and product images of third-party manufacturers (such as Royal Canin, Hill's, Purina, Taste of the Wild, Good Boy, and Kit Cat) are the property of their respective owners and are used on woofy.ae solely to identify the products we sell.

12. Veterinary and feeding disclaimer

Information on woofy.ae about pet care, nutrition, feeding guidelines, and product use is provided for general information only. It is not a substitute for professional veterinary advice. Before changing your pet's diet, introducing a supplement, or treating a known or suspected health condition, please consult a licensed veterinarian. We are not liable for any harm to a pet that results from a buyer disregarding this guidance, ignoring expiry dates printed on product packaging, or feeding a product against the manufacturer's instructions.

Some products we sell, including prescription diets and certain medicated treatments, are intended only for animals diagnosed with a specific condition by a licensed veterinarian. By ordering these products you confirm that you have a current veterinary recommendation for the product.

13. Our liability

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded under UAE law, including consumer rights under the UAE Consumer Protection Law.

Subject to that, and to the full extent permitted by UAE law:

We do not accept any liability for any indirect, special, or consequential loss, including loss of profits, loss of business, or loss of opportunity, even if we were aware that such loss was possible.
Our total liability arising in connection with any order is capped at the total amount paid by you for that order.
We are not liable for delays or failures in the performance of any obligation that are caused by events outside our reasonable control, including industrial action, civil unrest, fire, flood, severe weather, internet or telecommunications failure, or actions of a public authority.

14. Privacy and data protection

Your privacy matters to us. Our Privacy Policy, published at https://woofy.ae/en/privacy, explains in detail what personal data we collect, how we use it, who we share it with, and the rights you have under the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021). The Privacy Policy is incorporated into and forms part of these Terms and Conditions.

15. Links to other websites

Woofy.ae may contain links to third-party websites, including social media platforms and brand manufacturer pages. We do not control those websites, we do not endorse their content, and we are not responsible for any loss or damage that may arise from your use of them. You access third-party websites at your own risk and subject to their own terms and privacy policies.

16. Changes to these Terms and Conditions

We may revise these Terms and Conditions from time to time, for example to reflect changes in our services, in technology, or in UAE law. The version that applies to your order is the version published on woofy.ae at the time you placed it. We will update the "Last updated" date at the top of this page whenever we make a change, and we will tell you about material changes by email or a notice on the website.

17. Severability and entire agreement

If any provision of these Terms and Conditions is found by a court or regulator to be invalid or unenforceable, that provision will be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions will continue in full force. These Terms and Conditions, together with our Privacy Policy, our Shipping and Delivery page, and our Returns and Refund Policy, constitute the entire agreement between you and Woofy in relation to your use of the website and your purchase of products.

18. Governing law and jurisdiction

These Terms and Conditions, your use of the website, and any contract for the sale of products formed under them, are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The relevant laws include in particular Federal Law No. 15 of 2020 on Consumer Protection (as amended), Federal Decree-Law No. 14 of 2023 on Trading Through Modern Technology, Federal Decree-Law No. 45 of 2021 on Personal Data Protection, and Federal Decree-Law No. 34 of 2021 on Combating Rumours and Cybercrimes.

Any dispute arising out of or in connection with these Terms and Conditions, including any non-contractual disputes, will be subject to the exclusive jurisdiction of the courts of Dubai. Before commencing any legal action, you may also lodge a complaint with the Consumer Protection Department at the UAE Ministry of Economy or with the relevant Dubai authority.

19. How to contact us

If you have a question about these Terms and Conditions, an order, or any other matter, our team is happy to help. Use the channels listed below.

Email: hello@woofy.ae

Phone: +971 4 360 8163

Address: Saih Shuaib, Dubai Industrial City, Dubai, United Arab Emirates