Terms and Conditions

At Urban Hub General Trading LLC, we are committed to providing high-quality and innovative products, and we sincerely appreciate your trust in our offerings. By placing an order or making a purchase, you agree to the following Terms and Conditions.

1. General Agreement

This Agreement is made between:

  • Urban Hub General Trading LLC (the “First Party”), and
  • The company, business, or individual placing the order (the “Second Party”).

By proceeding with any purchase, the Second Party acknowledges and accepts these Terms & Conditions.

2. Recommended Retail Price (RRP)

  • Clients are strongly requested to follow the Recommended Retail Price (RRP) listed on our website: urbanhubonline.com.
  • RRPs must be reflected on your sales platforms, including websites, marketplaces, and retail outlets.
  • Urban Hub General Trading LLC reserves the right to cease supply to any customer who does not comply with the RRP guidelines.

3. Return & Exchange Policy

  • All sales are considered final once delivery is accepted.
  • If a return, refund, or exchange request is approved, a credit note will be issued for future purchases.
  • Cash refunds or cheque refunds are not offered.
  • Partial refunds may be granted to cover labor or transportation costs.
  • If a return/refund/exchange request is declined, the decision is final and cannot be contested.
  • All requests must be submitted via email to: accounts@urbanhubonline.com.
  • Do not return products directly to staff unless a credit note is issued immediately.
    Urban Hub General Trading LLC is not responsible for items handed to staff without an official credit note.

3.1 Products Not Eligible for Return

The following items will not be accepted:

  • Products beyond the return/refund/exchange period:
  • Non-perishable: 60 days
  • Perishable: 30 days
  • Mechanical: 15 Days
  • Products with price tags or retail markings
  • Products not in original packaging
  • Products with damaged packaging
  • Damaged or non-resalable products
  • Products damaged due to improper storage
  • Items not sold based on FIFO/FEFO
  • Expired products
  • Requests for perishable product exchanges to obtain newer batches
  • Opened or used hygiene products
  • Special-order products
  • Products purchased on promotion or special discounted pricing
  • Products returned to offset outstanding liabilities/payables

Urban Hub reserves the right to refuse service to customers who misuse the return/exchange/refund facility.
Customers withholding payments during return review periods may face legal action under UAE law.
All legal fees incurred will be payable by the Second Party.

4. Return Request Procedures

4.1 Perishable Goods

Examples: Pet food, treats, hygiene products

  1. Email your request to accounts@urbanhubonline.com.
  2. Outcome will be provided within 7 working days
    (may extend to 15 working days if responsible personnel are on leave).
  3. If approved, our representative will collect the product during the scheduled delivery and issue a credit note.

4.2 Non-Perishable Goods

Examples: Toys, carriers, litter boxes

  1. Email your request to accounts@urbanhubonline.com.
  2. Outcome within 7 working days (or 15 working days if relevant personnel are unavailable).
  3. If approved, a credit note will be issued upon collection.

4.3 Mechanical & Technical Products

Examples: Automatic feeders, water fountains, and electronic devices with a warranty

Please send the following to accounts@urbanhubonline.com:

a) A video (30+ seconds) showing the issue
b) A clear description of the technical fault
c) The product’s Serial Number (SN)
d) The end-customer’s official printed receipt showing product name and date

Process

  • After receiving your email, we will forward the case to the PETKIT technical team.
  • Troubleshooting steps may be requested before approval.
  • Response timeline: 7 working days (up to 15 working days if staff are on leave).
  • Approval is granted only if the product is covered under the manufacturer’s warranty.
  • If approved, Urban Hub will:
  • Provide spare parts for repair, or
  • Replace the unit with a new/refurbished piece if repair is not possible.
  • A credit note will be issued upon product collection.

5. Payment Policy

Accepted Payment Methods

  • Cash
  • Cheque
  • Bank Transfer

Please request an official receipt after payment.

Cheque Policy

  • Cheques must be made payable to “URBAN HUB GENERAL TRADING LLC”.
  • In cases of dishonored or bounced cheques, or unpaid invoices exceeding 7 days, Urban Hub may:
  • Suspend all future deliveries, and/or
  • Pursue legal action.
  • All legal fees incurred will be payable by the Second Party.
  • Customers with repeated payment issues may have credit facilities revoked.

Late Payment Charges

  • A 2.5% monthly late fee applies to all overdue invoices.
  • A AED 250 fee per returned cheque applies regardless of cause.

Legal Jurisdiction

All disputes shall fall under the exclusive jurisdiction of the DIFC Courts (Dubai International Financial Centre).

6. Limited Warranty for PETKIT Electronic Products

Warranty covers:

  • Software-related issues
  • Spare parts are required due to manufacturing defects

Warranty Request Process

Email: info@urbanhubonline.com

Please send:

  1. A 30-second video of the issue
  2. Product Serial Number (SN)
  3. Clear image of the purchase receipt showing the product name and date

Warranty Notes

  • Cases are sent to PETKIT’s technical team in Asia.
  • Troubleshooting steps will be given first.
  • If unresolved, spare parts will be provided as the approved permanent solution.
  • There is no local technical department in the Middle East.
  • Hardware warranty covers spare parts only
  • Customers must arrange their own technician for repairs
  • Warranty processing time is typically 15 business days or more

We appreciate your patience throughout the process.

7. Delivery Policy

  • Dubai Minimum Order Value: AED 300
  • Other Emirates (AD / SHJ / RAK / UAQ / AJM / FUJ) Minimum Order Value: AED 800
  • Dubai Delivery Fee: AED 50 for orders below AED 300
  • Other Emirates Delivery Fee: AED 50 for orders below AED 800
  • Dubai Delivery Timeline: Within 2 working days
  • Orders received before 10:00 AM are prepared the same day and delivered within 2 working days
  • Example: Orders placed between Monday 10:01 AM and Tuesday 9:59 AM will be delivered Wed/Thu
  • Customers must inspect products upon delivery for defects or shortages
  • Once delivery is accepted, the sale is final

Contact Information

For Returns & Exchanges:
📧 accounts@urbanhubonline.com

For Warranty Support:
📧 info@urbanhubonline.com

Urban Hub General Trading LLC
United Arab Emirates