Terms of service

These terms of service ("Terms") govern your use of phenilab.ae (the "Site") and any purchase you make through it. The Site is operated by [LEGAL ENTITY NAME], license number [LICENSE NUMBER], registered at [REGISTERED ADDRESS, Ajman Free Zone, UAE] ("we", "us", "our"). By using the Site or placing an order, you agree to these Terms. Please read them carefully.

1. Eligibility

You must be at least 18 years old to use the Site to make a purchase. By placing an order, you confirm that you are 18 or older and that you are legally able to enter into a binding contract. We may cancel any order where we have reason to believe these conditions are not met.

2. Product information

We aim to describe our products correctly, including their form, content per unit, pack size and batch information. Product images are for illustration and packaging may vary slightly.

All information on the Site, on product labels and in our communications is provided for general information only. It is not medical advice and is not a substitute for advice from a licensed healthcare professional. We make no statements or promises about any effect of our products. You should consult a qualified professional before using any product if you have questions about your health.

3. Your responsibility for compliance

You are solely responsible for making sure that purchasing, importing into your emirate of residence, possessing and using any product you order complies with the laws and regulations that apply to you. Please check these before you place an order. We may refuse or cancel orders where we believe a sale would not comply with applicable law.

4. Prices

All prices are shown in UAE dirhams (AED). Any applicable VAT is shown at checkout before you place your order. Shipping fees are shown separately at checkout. We may change prices at any time, but changes will not affect orders already confirmed. If a product is listed at an obviously incorrect price because of an error, we may cancel the order and refund any payment received.

5. Orders and acceptance

Placing an order is an offer by you to buy the selected products. The automatic order confirmation email only confirms that we have received your order. A contract is formed when we accept your order, which happens when we dispatch the products to you. We may decline or cancel an order before dispatch, for example if a product is unavailable, if we cannot confirm the order or address, if payment is not completed, or if we suspect fraud or a breach of these Terms. If we cancel an order you have already paid for, we will refund the full amount.

We may limit the quantity of products that can be bought per order or per customer.

6. Payment

We offer the following payment methods:

  • Cash on Delivery: payment in cash in AED to the courier when the order is delivered.
  • Payment link: after placing your order, you receive a payment link by email or WhatsApp and complete payment on the payment provider's hosted page. Orders are dispatched after payment is confirmed.

We will never ask you to send card details by email, message or phone. We may decline Cash on Delivery for future orders if previous Cash on Delivery parcels were refused without a valid reason.

7. Delivery

We deliver only within the United Arab Emirates. Delivery times, fees, address requirements and the handling of failed deliveries are set out in our shipping policy, which forms part of these Terms.

8. Returns and refunds

Returns, cancellations and refunds are governed by our refund policy, which forms part of these Terms.

9. Use of the Site

You agree not to use the Site for any unlawful purpose, to provide false information when ordering, to interfere with the Site's operation, or to copy content from the Site for commercial purposes without our written permission. All content on the Site, including text, images, logos and design, is owned by us or our licensors.

10. Limitation of liability

To the fullest extent permitted by applicable law:

  • we are not liable for any loss or damage arising from the use or misuse of products, from use contrary to the label, or from a failure by you to comply with the laws that apply to you;
  • we are not liable for indirect or consequential losses, loss of profit, or loss of data; and
  • our total liability in connection with any order is limited to the amount you paid for that order.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the laws of the United Arab Emirates.

11. Events outside our control

We are not responsible for delays or failure to perform caused by events outside our reasonable control, including courier disruptions, extreme weather, public health measures, government action or technical failures of third-party services.

12. Privacy

Our use of your personal data is described in our privacy policy.

13. Governing law and jurisdiction

These Terms and any dispute arising from them or from your use of the Site are governed by the laws of the United Arab Emirates. The courts of [EMIRATE] have jurisdiction over any such dispute, without prejudice to any mandatory rights you may have under applicable consumer protection law.

14. Changes to these Terms

We may update these Terms from time to time. The version published on the Site at the time you place an order applies to that order. Continued use of the Site after changes are published means you accept the updated Terms.

Last updated: 21 October 2026

15. Contact

Questions about these Terms can be sent to [EMAIL] or [PHONE], or by post to [REGISTERED ADDRESS, Ajman Free Zone, UAE]. You can also use our contact page.