Shipping policy
SHIPPING AND DELIVERY POLICY
Effective Date: [EFFECTIVE DATE]
This Shipping and Delivery Policy applies to orders supplied by [LEGAL COMPANY NAME], trading as [TRADING NAME].
1. DELIVERY AREA
We deliver within the United Arab Emirates and may offer delivery to GCC or international destinations where specifically agreed.
Availability of delivery services depends on destination, product, weight, dimensions and applicable import or export restrictions.
2. ORDER PROCESSING
Stock items are normally processed after payment confirmation or approval under agreed credit terms.
Special-order, imported, configured or custom-manufactured products may require additional lead time.
Estimated lead times will be communicated on the product page, quotation, order confirmation or separately.
3. DELIVERY TIMES
Any delivery time described as an “estimate”, “expected”, “approximately” or similar wording is an estimate rather than a guaranteed deadline.
A delivery date is guaranteed only where we expressly confirm in writing that it is guaranteed.
We will nevertheless use reasonable commercial efforts to deliver within the communicated timeframe.
Applicable legal rights arising from a qualifying material delay are unaffected.
4. SHIPPING CHARGES
Applicable delivery and logistics charges will be disclosed before the order is finalised or stated in the applicable quotation.
We will not add undisclosed logistics charges contrary to applicable UAE law.
5. DELIVERY ADDRESS
The customer is responsible for providing a complete and accurate delivery address, contact name and telephone number.
We are not responsible for delays caused by incorrect or incomplete information supplied by the customer.
Reasonable redelivery or storage charges caused by an incorrect address, refusal of delivery, unavailable recipient or other customer-caused delivery failure may be charged where permitted by law and communicated to the customer.
6. RECEIPT OF DELIVERY
Goods may be delivered to the person reasonably appearing to be authorised to receive them at the supplied delivery address.
Commercial customers must ensure that appropriate personnel are available to accept deliveries.
7. INSPECTION
Customers should inspect packages at delivery where reasonably possible.
Visible damage, missing cartons, incorrect products or apparent shortages should be reported promptly to:
[EMAIL]
[PHONE]
Photographs of packaging, shipping labels and affected goods may be requested to support the investigation.
8. DAMAGED GOODS
If goods are damaged before delivery or otherwise qualify for a statutory remedy, the matter will be handled under our Return and Refund Policy and applicable UAE law.
Customers should retain packaging until the claim has been resolved.
9. PARTIAL SHIPMENTS
Where an order contains multiple products, we may propose separate shipments where this improves delivery time.
Any additional shipping charges not originally agreed will require appropriate agreement or disclosure in accordance with applicable law.
10. DELIVERY DELAYS
Events outside our reasonable control may affect delivery, including carrier disruption, customs inspection, manufacturer shortages, port congestion, governmental restrictions or force-majeure events.
Where a delay occurs, we will take reasonable steps to communicate updated information where practicable.
Nothing in this Policy limits a customer's rights under applicable UAE law where a delay gives rise to a statutory right of cancellation, return or refund.
11. GCC AND INTERNATIONAL ORDERS
International and GCC orders may be subject to customs duties, import VAT, clearance charges, regulatory approvals or other destination-country requirements.
Responsibility for such charges and customs formalities will be determined by the delivery terms stated in the relevant quotation or order.
Customers must ensure products may legally be imported and used in the destination country unless we expressly agree to handle those requirements.
Customs clearance times are outside our direct control.
12. COMMERCIAL DELIVERY TERMS
For business shipments, quotations may specify Incoterms or other agreed delivery terms.
Where such terms have been expressly agreed, they take precedence over conflicting general provisions of this Policy to the extent permitted by law.
13. COLLECTION
Where customer collection is offered, the customer must provide the information reasonably required to verify the order and authorised recipient.
Risk transfers in accordance with applicable law and any expressly agreed commercial delivery terms.
14. CONTACT
Shipping enquiries:
[LEGAL COMPANY NAME]
[EMAIL]
[PHONE]
[ADDRESS]