Cancellation Policy

At EPAC, we strive to provide a seamless and satisfying delivery experience for our customers. We understand that there may be instances where you need to cancel your order, and therefore, we have established the following cancellation policy to ensure transparency and clarity.

1. Order Cancellation by the Customer

• Customers can cancel their orders through the Customer Order Application before the store or pharmacy starts preparing the order.
• Once the preparation of veterinary medicine or the ordered items has begun, cancellation requests may not be accepted as the items are being prepared or shipped.
• If the cancellation is successful before the order is prepared, a full refund will be issued according to the payment method used.

2. Order Cancellation by EPAC or the Pharmacy

• We reserve the right to cancel orders for any reason, including the unavailability of the requested medicines or logistical issues during delivery.
• If the order is canceled by us, the customer will be notified, and a full refund will be issued.

3. Refunds

• If the order is successfully canceled before preparation, the customer will receive a full refund through the original payment method used.
• Refunds may take 7 to 10 business days to reflect in your account, depending on the bank or payment provider’s policy.

4. How to Request a Cancellation

To cancel your order, you can follow these steps:

• Log into the EPAC Customer Order Application.
• Go to the "My Orders" section and select the order you wish to cancel.
• If the order is still in the "Processing" stage and has not been prepared yet, you can click on the "Cancel Order" option.

5. Contact Us

If you have any questions or need assistance with the cancellation process, please contact our customer support team via email or phone using the details below:

Email: support@almutani.com
Phone: +971-55-113-4004

We are here to help ensure a smooth and convenient experience with EPAC.