Term and Conditions

Cancellation Policy

Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer our refund policy. If the purchase was made online, a refund will be made back to the customer’s credit card. Please allow for up to 21 days for the refund transfer to be completed. Any items paid for by cash will be refunded with store credit which can be used for hassle free online shopping any time.

Delivery Schedule

  • Dubai, Sharjah, Ajman and UAQ deliveries are daily
  • Abu Dhabi deliveries are 3 days a week or depends on order (except Fridays)
  • Al Ain deliveries are 2 times a week
  • RAK deliveries are once in a week.
  • Fujierah deliveries are depends on order volume.

All orders placed in this web shop are subject to product availability and will be delivered according to our delivery terms by OUR own delivery van. If there are any problems regarding your order, we will notify you using the telephone number or e-mail address you have provided with the order. If you have placed multiple orders then we will try to combine your orders & deliver them together to charge only one shipping fee. If multiple orders are placed at different times, then separate shipping fee will apply since those orders will be shipped separate!

Payment Terms

When placing your order, you will be requested to select a mode of payment for your goods.
We offer following modes of payments:

  • Credit Card payment online
  • Cash on delivery (Dirhams only)

Return Policy

If you wish to return a product, please contact us at excellentoasis@gmail.com.

We will happily refund or exchange any item that are damaged or that have been incorrectly purchased within 7 days of purchase and with proof of payment (i.e. your original order receipt).
If you find your product has a defect, please take the photographic evidence & email us at excellentoasi@gmail.com.
Product must be presented to us before we can proceed with our return policy.

All returns or exchanges particularly in accessories should be done in person within 7days from the date of purchase. We are open 6 days in a week. The items should be returned to our store at Al qusais Industrial 4 Dubai


If you are unable to come to The Pet Shop, we can also offer pick up service within an applicable pick up fee of 50AED.

When we can not accept returns:

If the returned items do not match our quality standards or our return policy, then we reserve the rights to reject the returns as mentioned below:

  • When ordered item is found altered/ tampered or used
  • When item is bought on sale

All refunds will be made in the form of store credit/online credit. Credits will only be applied to an online account or can be redeemed in-store once the returned/damaged item has successfully validated by the warehouse or shop staff.

Return policy for electronic equipment & fountains

All items can be returned to our warehouse address

Our staff will test the items and replace only the item which is found not working as per manual policy for valid warranty. If the whole products is found defective & within the valid warranty, we will replace the whole product. If the replacement item/product is not in stock, we will offer you similar looking item/product of the same price.

If you choose the higher priced item then we will charge the difference amount. Damaged or leaking items/products should be reported to excellentoasis@gmail.com within 48hours after delivery/purchase.

We will NOT replace or refund any item/product which is found used or tempered or bought on sale or does not meet our quality standards.

  • “United Arab of Emirates is our country of domicile” and stipulate that the
    governing law is the local law.
  • Visa and Master Card) and which currencies will be accepted for payment
  • We will not trade with or provide any services to OFAC and sanctioned countries.
  • Customer using the website who are Minor /under the age of 18 shall not register as a User of the website and shall not transact on or use the website.
  • Cardholder must retain a copy of transaction records and Merchant policies and rules.
  • User is responsible for maintaining the confidentiality of his account.
  •  Excellent Oasis General Trading LLC maintains the www.excellentoasis.ae Website (“Site”).
  • ‘’Visa or MasterCard debit and credit cards in AED will be accepted for payment’’