Terms & conditions
Welcome to www.trustyuae.com We strive to ensure our customers and users (“you“) receive an effortless shopping experience and we hope that you enjoy all our Website has to offer.
Please read these terms of service (the “Terms of Service“), and any other terms applicable to the use of the Website, including the Website Terms of Use (“Website Terms“), the privacy & cookie policy (the “Privacy Policy“), as together they form the terms governing the relationship between us and you (collectively, the “Terms“). We may need to change or update our Terms from time to time as we strive to improve our services. We will notify you of any changes to the Terms either via email, a notification you will receive when accessing the Website, or other reasonable means, but it is your responsibility to read the Terms prior to using the Website or our services. If you do not consent to these Terms, you must cease access and use of the Website. Your continued use of the Website constitutes your acceptance of the Terms.
When you place an order for products or services through our Website (an “Order“), you are deemed to have consented to the latest version of the Terms then posted on our Website. If a change in law takes effect which requires us to change our Terms after you have placed an Order but before it has been accepted by us, you acknowledge that the change will apply to your Order. In all other cases, the version of the Terms posted on the Website at the time your Order was placed will apply.
Eligibility
We aim to make the Website and the services we offer available to all our customers. However, to use the Website, you must be at least 18 years of age, and able to lawfully: (i) make payment through one of our accepted payment methods; (ii) agree to these Terms; and (iii) enter into binding contracts with us.
Placing Orders
When you place an Order with us, you commit to buy the items described in that Order, at the price displayed for each product on the Website, in addition to any service charges such as delivery fees, taxes and duties where applicable, at the time of placing the Order. We will send you an email acknowledging the receipt of your Order. However, Orders are subject to our acceptance, which will be communicated to you when you receive a notification from us confirming your Order has been processed by us and/or your item(s) have been dispatched for delivery. No party other than us has the authority to confirm acceptance of the Order. We may reject Orders at our sole discretion including for reasons such as errors in prices of products, other technical errors affecting the Website or the ordering process, ineligibility, inability to process payment, suspected fraud, suspected violation of the prohibition on commercial use of our Website, shipping restrictions or stock unavailability.
Stock Availibility
Items in your Website basket are not reserved until your Order is paid for in full and accepted by us. The Website (or our Website Call Centre) may contain or provide information regarding the availability of a particular item. The information provided on the Website is only an estimate and may not be up to date at the time of placing an Order due to the frequency of the transactions that are carried out on our Website. Unfortunately, we cannot always guarantee that an item which is displayed as in-stock on the Website at the time you placed it in your basket will be available at the time you place the Order. Should this happen, we will notify you and arrange for a full refund to your original payment method.
Pre-Order Items
Some products can sell-out very quickly, so to give our customers a chance to get their hands on the items they want, we sometimes allow customers early access to coveted collections ahead of the official launch. Once your Order is placed, we will acknowledge the Order via email and work behind the scenes to secure the item for you. Once we receive the item, we will notify you and confirm that your item is being dispatched for delivery to you. If we are unable to secure stock of the item, we will notify you and refund you the price of the item to your original payment method, subject to our returns conditions, which you can find further down below in these Terms of service.
Payment
When you place an Order using a payment card that only processes payments in a currency other than the currency that applies to your Order at checkout, the payment will be subject to the currency exchange rate applied by your card issuer at the time your payment is processed. You bank or card issuer may also charge other fees for processing the payment.
Shipping and Delivery
Trusty’ current delivery options and pricing is set out in the table below.
Shipping from UAE Warehouse
| Location | Delivery Timescales | Cut-off Time | Cost (Order value less than 500 AED) | Cost (Order value more than 500 AED) |
|---|---|---|---|---|
| All UAE Addresses | Between 2-4 weeks UAE working days | – | AED 30 |
Shipping Outside the UAE
| Outside the UAE | Delivery Timescales | Cut-off Time | Cost (Order value less than 500 AED) | Cost (Order value more than 500 AED) |
|---|---|---|---|---|
| *If multiple shipments below 500 AED, shipment from KSA warehouse will not be charged |
Return Process
Please note that certain items are not returnable and we will label the items non-returnable either in the item description page or at checkout, so make sure you verify this before you place your Order. However, non-returnable items may still be returned to us if you accidentally received the wrong item in your Order, or if the item was received damaged.
To be accepted by us and qualify for a refund, all items in the Order (including promotional or complimentary gift items received with the Order) must be returned to us:
- unaltered, unused and in their original condition (or the condition in which they were received by you from us or our agents);
- in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached;
- authenticity cards, where provided, should also be returned;
Remember to complete and include the returns label you received with your Order package to avoid delays in processing your return. we will aim to process your return within 3-5 business days from us receiving the package back, and if accepted, the refund will be issued to your original form of payment, unless stated otherwise in these Terms of Service. If you do not have an Ounass account and placed the Order as a guest, you will need to register as a user to be able to request a return online.
Shoes
Shoe returns will only be accepted if the shoes are in the condition they were receive in (brand-new) and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, or any type of damage or visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.
Damage Goods and Wrong Items
If an item in your Order is received damaged or is not the item you ordered, you can arrange to return the item to us by following our returns process. The item must be returned to us in the same condition you received it in, within 1 day of delivery of the Order to you. Subject to being satisfied that the item was in fact damaged, we will issue you a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties. We may replace the faulty item at your request and deliver to you a new item free of any delivery charge.
Refund Process
Refunds are only on wrongly received or damaged items. All items returned to us will be inspected. If we are satisfied with the condition of the item returned, we will process the return and notify you once a refund has been issued with the value of the refund.
Your refund will be paid back to you depending on your original payment method:
- Credit or Debit Card payments are refunded back to the original payment card used to make the purchase
- Store credit used on a purchase will be refunded back to you as store credit;
- If you paid using a Delayed Payment Provider, your refund will be processed in accordance with the Delayer Payment Provider’s terms.
Store credit is valid for a period of 24 months from issue date.
Please note that we cannot refund items if the return is initiated after 1 day of processing your Order. If you return an item to us after the 1 day period, we will return it back to you as it has surpassed the refund deadline. For credit card refunds, it may take up to 14 days for your credit card provider or bank to process the refund and for the refund to be reflected on your card statement.
Language
These Terms of Service are published in English and Arabic.
No Implied Warranties
Except as otherwise provided in these Terms of Service or required by applicable law, we make no promise, representation, covenant or warranty and offer no other conditions, express or implied, regarding any matter, including, without limitation, the merchantability, suitability, fitness for a particular use or purpose, or non-infringement of any of the products sold through the Website. Your use of any products purchased from the Website is at your sole risk and it is provided on an “as is” and “as available” basis.
Content
In addition to the Intellectual Property Rights mentioned below, “Content” is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text available on this Website. We have made every effort to ensure that the information on the Website is accurate and complete but we cannot promise that the Content is error-free. We also do not promise that the functional aspects of the Website or Content will be error free or that this Website or the servers that make them available are free of viruses or other harmful components. We always recommend that you have up to date virus checking software installed. We reserve the right to refuse service, terminate accounts, remove or edit content, withdraw any products or items from our Website, or make any other changes to our Website at our own discretion.