TERMS OF SALE

Overview

These are the standard terms for the sale of goods by Robert Wan DMCC, a company registered at Almas Tower, 2nd Floor, 66 Lake Avenue Jumeirah Lakes Towers, Al Thanyah 5 – 393, Hadaeq Mohammed Bin Rashid, Dubai, Zip Code: 340599, United Arab Emirates. Our license number is DMCC-31650, and the website to which these terms apply is www.robertwan.com. You can contact us by phone at +97144541178 or via email at roselle@robertwan.ae.

Throughout the site, the terms “we”, “us”, and “our” refer to Robert Wan DMCC, and any reference in these Terms of Sale to “writing” and any similar expression includes electronic communications whether sent by e-mail, text message, fax, or other means. By placing an order, you agree to be bound by the Terms of Use and Privacy Policy, the terms of which are incorporated into these Terms of Sale.

These Terms of Sale govern the sale of goods by us and our relationship with you. Before placing your order, please ensure that you have read these Terms of Sale carefully. If you are unsure about any part of these Terms of Sale, please contact us for clarification.

We may make changes from time to time to these Terms of Sale so please check back regularly to keep informed of updates. The latest version of these Terms of Sale will always be available on the website. Any new version of these Terms of Sale shall take effect immediately upon the date of posting and will govern any orders of products or services made as from that date. Any changes to the Terms of Sale made after you have placed an order will not affect that order and your relationship with us, except as may be required by applicable law.

Description and Specification of Goods

We have made every reasonable effort to ensure that all products conform to illustrations, photographs, and descriptions provided on this website. We cannot, however, guarantee that all illustrations, and/or photographs will be precisely accurate due to differences in the colour reproduction of electronic displays. Accordingly, we cannot be held liable for any apparent discrepancies. If we find, or are made aware of, any typographical, clerical, or other accidental errors or omissions on this website, or any other communication, we will make every reasonable effort to correct such errors or omissions as soon as is reasonably possible. If you receive any Goods that do not conform to illustrations, photographs, or descriptions, or if, as a result of an error on our part, you have received the wrong product, you may return that product as provided by the Return Policy listed in these Terms of Sale.

We reserve the right to make any changes in the specification of the products that may be required to conform to any applicable safety or other legal or regulatory requirements without notice.
As we also offer personalized products, when placing an order for such products, please ensure that all information that you provide us is correct, accurate, and complete. We cannot accept the return of any personalized products if the return is due to incorrect information provided by you. Please note that this does not affect your legal rights (including but not limited to those described in these Terms of Sale).

Orders

All orders made by you will be subject to these Terms of Sale.

You may change your order at any time before we despatch your order by contacting us. This does not apply to personalized products. We will only accept changes to orders for personalized products if we are reasonably able to accommodate your request without additional work. If your order is changed, we will inform you of any change to the price in writing.

You may cancel your order and receive a refund up to 15 days after completion of delivery as defined in the Delivery section and as provided by the Returns Policy outlined in these Terms of Sale. If we have not yet despatched your order and you have already paid, the payment will be refunded to you as by the Returns Policy. This does not apply to personalized products. We will only accept an order cancellation for personalized products if we have not yet begun making or altering the product.

We reserve the right, at our sole discretion, to refuse, cancel, and/or terminate orders at any time on reasonable grounds. For example, we may refuse, cancel, and/or terminate an order if there has been a violation of these Terms of Sale or if the product is no longer available and we are unable to re-stock.

Price and Payment

All prices shown on our website include VAT, but do not include shipping costs and other taxes unless otherwise stated. These delivery costs will be added and displayed to the final amount due, and will vary based on the location to which the order is being shipped. If the rate of VAT changes between the date of your order and the date of your payment, we will adjust the rate of VAT that you must pay. Changes in VAT will not affect any prices where we have already received payment in full from you.
We have made every reasonable effort to ensure that our prices, as shown on our website, are correct, and they will be checked when we process your order. However, our prices may change at any time. These changes will not affect any orders that we have already accepted. If the price shown in your order differs from our current price, we will inform you upon receipt of your order.
All payments must be made in advance before we can despatch your order to you.
We accept the following methods of payment:

  • Credit and/or Debit card
  • Bank Transfer

Credit and/or Debit cards will not be charged until we despatch your order, at which point we will send you a written notification of shipment.

If you choose to make a payment via bank transfer, your order will not be processed until we have received the payment in full and we confirm receipt of payment by email. If you do not make payment to us within 7 days, your order will be cancelled.

Delivery

Please note that we ship worldwide usually dispatched within 3 – 5 business days. Once we provide you with an Order Confirmation, we will also provide you with an estimated delivery date. This estimated delivery date may vary according to product availability, your location, delivery method, and circumstances beyond our control, such as payment approval. Unless agreed otherwise, or if your purchase relates to a product that we have explained to you will take additional time to deliver (personalized products, for example), your order will be delivered without undue delay and in any case no later than 30 calendar days after the date on which your payment has been processed and we have sent you and Order Confirmation.

Where available, if you wish to collect the product from us yourself, you will need to contact us after receiving your Order Confirmation.

Delivery will be deemed to have taken place when your order has been delivered to the delivery address indicated in your order and you (or someone identified by you) have taken physical possession of the order. If you are collecting the order from us yourself, delivery will be deemed to have taken place when you have collected the order.

If for any reason we are unable to deliver your order at your chosen delivery address, we will leave a note informing you that the Goods have been returned to Our premises, requesting that you contact Us to arrange re-delivery.

The responsibility (sometimes referred to as the “risk”) for the product remains with us until delivery is complete as defined above, at which point it will pass to you. Please note, however, that if you do not wish to collect your order yourself and do not wish to use our nominated carrier to deliver it, instead choosing your own carrier, the risk will pass to you as soon as they are passed to your chosen carrier.

You own the product once we have received payment in full for it.

Please note carefully the following:

If delivery is delayed by an event outside our control, we will inform you as soon as possible and will use reasonable efforts to minimise the effect of the delay. If we do not deliver within thirty 30 days from the date of the written Order Confirmation or any other time limit as indicated by us, you may contact us to cancel the relevant order and get a refund of any sums you have paid for any products which you have not received. This is your sole remedy for any failure by us to deliver your order.

Returns Policy

1. Cancellations

You have the right to cancel your order up to 15 days after completion of delivery as defined in the Delivery section above. If we have not yet shipped your order and you have already paid, the payment will be refunded to you as by this Returns Policy. This does not apply to personalized products. We will only accept an order cancellation for personalized products if we have not yet begun making or altering the product.

To cancel an order, you can contact us by phone at +97144541178 or via email at roselle@robertwan.ae.

2. Returns

Please note that you are solely responsible for the cost of returning products to us. The risk for the product remains with you until we take delivery of it and send you a confirmation by email. You must keep proof of return shipment, and we accept no liability in the event that such proof cannot be produced.

Please also note that if the products are incorrect as a result of your provision of incorrect information, rather than them not matching our description, you will not be able to return those products.

Alternatively, you may request a repair. However, any product you wish to have repaired must be brought in to your nearest Robert Wan store with proof of purchase. We will carry out the repair within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair is impossible or otherwise disproportionate, we may instead offer you a full refund.

If you wish to arrange a return, please contact us by phone at +97144541178 or via email at roselle@robertwan.ae. We will provide instructions for the return as well as collection options. You may be asked at this point for some information on the product and why you wish to return it.

Where available, you may return products to us in person. To do so, please contact us first for further details. You may be asked to provide information about the products so that we can make an initial assessment of their condition.

3. Refunds and Condition of Returned Products

Refunds will be processed once we have received the product and inspected it. All products must be returned to us in their original, resalable condition, and in their original packaging, accompanied by proof of purchase.

Please note that you will not be eligible to claim a refund if we informed you of any faults, damage, or specific conditions with the products before you purchased them. This applies particularly to the natural variability of our product.

You will also not be eligible to claim a refund if:

  • You have purchased the product for an unsuitable purpose that is neither obvious nor made known to us, and the problem has resulted from your use of the product for that purpose.
  • If the problem is the result of normal wear and tear, misuse or intentional or careless damage.
  • If the grace period of 15 days after your acceptance of delivery has expired.

Refunds (whether full or partial, including reductions in price) will be issued within 14 calendar days of the day on which we agree that you are entitled to the refund.

Guarantee

We are committed to ensuring that the products we produce, customize, or alter (to include personalized products) meet our high and rigorous standards of quality.

Selected products are covered by the applicable Robert Wan Guarantee. If you wish to repair a product covered by the applicable Robert Wan Guarantee, please contact us for more information.

Our guarantee does not apply to any defects in the products caused by:

  • Normal wear and tear.
  • Deliberate damage and/or misuse of the product.
  • Accidental damage.
  • The alteration or repair of the product by you or any third party that is not authorised by us.

Our guarantee exists in addition to your legal rights as a consumer. Your legal rights are not affected by these Terms of Sale or the applicable Robert Wan Guarantee.

Limitation of liability

To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the products and Sales Channels whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.

Nothing in these Terms of Sale limits or excludes our liability for any liability which cannot be limited or excluded by applicable law. Subject to the preceding sentence,  our aggregate liability to you under these Terms of Sale for any order whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages shall in no event exceed the one hundred percent (100%) of the price of the product(s) in your order.

Please note that in some jurisdictions consumer protection laws may not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations may not apply.

General provisions

If any provision, or part of a provision, of these Terms of Sale is found to be illegal, invalid or unenforceable, that provision or part-provision shall be deemed not to form part of these Terms of Sale, and the legality, validity or enforceability of the remainder of the provisions of these Terms of Sale shall not be affected, unless otherwise required by operation of applicable law.

These Terms of Sale (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of products or services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.

We are not responsible for any failure or delay in performing or complying with our obligations under these Terms of Sale which arises from any cause beyond our reasonable control.

The waiver by us of a breach of any provision of these Terms of Sale will not operate to be interpreted as a waiver of any other or subsequent breach.

This contract is between us and you. No other person shall have any rights to enforce any of its terms. However, if you purchase a product as a gift, the recipient of your gift will have the benefit of the applicable Robert Wan Guarantee.

Governing Law and Jurisdiction

These Terms of Sale and any separate agreements whereby we provide you services shall be governed by and construed in accordance with the laws of the United Arab Emirates. In the event that any provision of these Terms of Use is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Use. Such determination shall not affect the validity and enforceability of any other remaining provisions.

As a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in these Terms of Sale takes away or reduces your rights as a consumer to rely on those provisions.

Any dispute, controversy, proceedings or claim between you and us relating to these Terms of Sale shall be subject to the jurisdiction of the courts as determined by your residency.

Contact Us

We are always happy to hear from you and always welcome any feedback. Whilst we use all reasonable endeavours to ensure that your experience as a customer is positive, we nevertheless also want to hear from you if you have any cause for complaint.

To do so, please contact us:

By phone at: +97144541178

By Email at: roselle@robertwan.ae.

In writing at:

Robert Wan

Almas Tower, 2nd Floor, 66 Lake Avenue Jumeirah Lakes Towers,

Al Thanyah 5 – 393, Hadaeq Mohammed Bin Rashid,

Dubai, Zip Code: 340599,

United Arab Emirates.

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