These are the standard terms for the sale of goods by Robert Wan DMCC U.A.E - Dubai, a company registered at Robert Wan Show Room, Almas Tower 2nd floor, Jumeirah Lakes Tower and the website to which these terms apply is www.robertwan.com
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).
All orders made by you will be subject to these Terms of Sale.
You may change your order at any time before we dispatch 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 dispatched 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 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.
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.
Only damaged Goods and Incorrectly-Fulfilled Orders will be applicable for Refund or Exchange.
If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process below. The item must be returned in the same condition you received it in within 30 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty.
Items must be in their original packaging/box/dust-cover.
Items can be returned by arranging collection from your delivery address.
Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full-face value of the items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).
Your refund will be processed via the following methods:
-Refund on your bank account will be transferred to your issuing debit or credit card bank.
We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.
If you refuse to receive the package upon delivery or do not collect your package at your local collection point, our customer service will not be able to judge the situation of the package and we will therefore not be able to process your return request.
If the parcel is returned to us for a personal reason of the customer, we will contact you to organize the reshipment. However, please understand that no refund will be issued in this situation. The client will bear the shipping costs involved on the reshipping.
Details for personal reason of the client:
- Wrong address / no recipient
- Invalid contact information / no response to calls and delivery emails
- Refusal to accept the package / to pay taxes / to carry out customs clearance procedures
- Packages not collected by the deadline (except in cases of force majeure, supporting documentation).