Shipping policy

This shipping policy explains how orders placed on phenilab.ae are delivered. The online store is operated by [LEGAL ENTITY NAME], license number [LICENSE NUMBER], registered at [REGISTERED ADDRESS, Ajman Free Zone, UAE] ("we", "us", "our").

1. Delivery area

We deliver only to addresses within the United Arab Emirates. We do not ship to addresses outside the UAE, to freight forwarders or to international parcel-forwarding services. Orders with a delivery address outside the UAE will be cancelled.

2. Delivery times

Dubai: [DELIVERY TIME DUBAI]
Other emirates: [DELIVERY TIME OTHER EMIRATES]

Delivery times are estimates and begin once your order has been confirmed and, where applicable, payment has been received. They refer to the courier's working days and do not include official UAE public holidays. Delays caused by the courier, weather, road closures or other events outside our control may occur. We will inform you if we become aware of a significant delay.

3. Shipping fees

The shipping fee is [SHIPPING FEE] per order. Orders with a total of [FREE SHIPPING THRESHOLD] or more are delivered free of charge. The applicable fee is shown at checkout before you place your order.

4. Payment and dispatch

Cash on Delivery: You pay the full order total, including any shipping fee, in cash in AED to the courier on delivery. We may contact you by phone or WhatsApp to confirm the order and address before dispatch. Orders we cannot confirm may be held or cancelled.
Payment link: After you place your order, we send a payment link to you by email or WhatsApp. Your order is dispatched after the payment has been confirmed. If payment is not completed within a reasonable period, we may cancel the order.

5. Address requirements

To allow the courier to deliver on the first attempt, please provide a complete address, including:

Full name of the recipient and a mobile number reachable on the day of delivery
Building or villa name or number
Apartment, unit or floor number
Street, area or community, and emirate
Makani number (where available) and/or a nearby landmark

You are responsible for the accuracy of the address and contact details you provide. We are not responsible for delays or failed deliveries caused by incomplete or incorrect information. If you need to change your address, contact us before the order is dispatched.

6. Failed delivery

If the courier cannot deliver your parcel, for example because the recipient is unavailable, cannot be reached by phone, or the address cannot be located, the courier may attempt delivery again or return the parcel to us. If a parcel is returned to us because delivery failed for reasons attributable to the customer, we may cancel the order. For orders already paid by payment link, we may deduct the shipping costs incurred from the refund amount, as described in our refund policy. Refusing a Cash on Delivery parcel without a valid reason may lead us to decline future Cash on Delivery orders.

7. Heat and storage during transit

Temperatures in the UAE can be high, particularly in summer. We pack orders in sealed containers and hand them to the courier with care. Once the parcel has been delivered, please bring it indoors promptly and store the products as stated on the label. We are not responsible for changes to products caused by storage conditions after delivery.

8. Inspection on receipt

Please check the outer packaging when you receive your parcel. If it is visibly damaged, you may note this to the courier or refuse the parcel. After opening, check that the products are correct and that all seals are intact. Report any damage, broken seal, missing item or incorrect item to us within [RETURN WINDOW DAYS] days of delivery, with your order number, the LOT number on the label and photos. Do not use a product whose seal is broken.