Terms & Conditions

1.Who you are buying from

ORVIONE.AE is an online store operated by Orvione.ae, a company licensed in Dubai, United Arab Emirates under trade licence number [LICENCE NUMBER], issued by [LICENSING AUTHORITY].

Registered address: Abu Dhabi. Phone: 0504018823. Email: support@orvione.ae. Tax Registration Number: [TRN].

Throughout these terms, “we”, “us” and “ORVIONE” mean that company, and “you” means the person placing the order.

2.These terms, and how you accept them

These terms apply to every order placed on ORVIONE.AE. By placing an order you accept them, as provided by Article 5(5) of Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means.

We may update these terms for future orders. The version that applies to your order is the version published when you placed it, and we do not change the terms of an order after you have placed it.

Nothing in these terms removes or reduces any right the UAE Consumer Protection Law gives you. Where anything here conflicts with that law, the law applies.

3.When your order becomes a contract

Our automatic confirmation email or SMS tells you that we received your order. It is an acknowledgement of receipt, not acceptance of your order.

The contract between us is formed only when we dispatch the goods, or when we send you a separate message confirming acceptance — whichever happens first.

Until then we may decline an order, in which case you pay nothing and any amount already taken is returned in full. We decline only for a genuine reason, such as the item being out of stock, an obvious pricing or description error, a delivery address we cannot serve, or a failed fraud or payment check.

If we decline your order we will tell you why, and we will not charge you anything.

4.Prices, VAT and fees

All prices shown on the website are in UAE Dirhams (AED) and include VAT at 5%, as required by Article 27(1) of the VAT Executive Regulation. The price you see is the price you pay for the goods — we do not add VAT at checkout.

Delivery charges and any cash-on-delivery handling fee are shown separately, before you place the order. We do not charge any fee that was not shown to you at checkout.

We never add a surcharge for paying by credit or debit card. Article 5(3) of Cabinet Decision No. 66 of 2023 prohibits it.

• Standard delivery: 15 AED, free on orders over 250 AED
• Cash on delivery handling fee: 3.99 AED
• Card payments: no surcharge of any kind

5.Paying for your order

You can pay by card, by cash or card on delivery, or in instalments with Tabby.

If you choose instalments, the credit agreement is between you and the instalment provider, not with us. We are the seller of the goods only. The provider’s own terms, fees and eligibility checks apply, and we give no advice about them.

Instalments are one option among several. You are never required to use them in order to buy from us.

6.Your invoice

We issue an invoice for every order, in Arabic and English, and send it electronically. It shows our name and address, the date, a description of what you bought, the quantity and unit price, the total in AED, the VAT, the warranty period, our commercial registration number and our Tax Registration Number.

Keep your invoice or order number. You will need one of them for a return, an exchange or a warranty claim, although our own records are also accepted as proof of purchase.

7.Delivery

We deliver across all seven Emirates. Delivery times, charges and what to do if a parcel arrives damaged are set out in full on our Shipping & Delivery page, which forms part of these terms.

Risk in the goods passes to you when they are delivered to the address you gave us, or to a person at that address who accepts them.

8.Returns, exchanges and refunds

If something is defective, incomplete, damaged on arrival, not as described, or delivered so late that it is no longer of use to you, you have a statutory right to return or exchange it under Article 7 of Federal Decree-Law No. 14 of 2023. In those cases you choose between a repair, a replacement or a refund, and you pay nothing — not the return shipping, not a handling fee, nothing.

Separately from that, and entirely at our own discretion, we also accept returns when you simply change your mind, within 14 days of delivery, provided the product is still sealed in its original packaging and has not been opened or used. UAE law does not require this of us, and it does not shorten any of the rights described above — in particular, you may always open a product to check whether it is faulty.

The full conditions, the excluded categories and how refunds are paid are on our Returns page, which forms part of these terms.

These are two different things. Your rights when something is wrong with the product are given to you by law and we cannot limit them. The change-of-mind window is a goodwill offer, and the conditions attached to it apply only to it.

9.Warranty

Products are covered by the manufacturer’s warranty period. We honour that warranty as your supplier — you deal with us, not with a factory abroad.

What is covered, what is excluded, and how to make a claim are set out on our Warranty page, which forms part of these terms.

10.Using this website

Please do not place orders in someone else’s name, interfere with the website, or use it to break the law. We may suspend an account we reasonably believe is being used fraudulently.

The text, images, logos and design of this website belong to us or to our suppliers. You are welcome to look at them and to share links; please do not copy them for your own commercial use.

We try to describe and picture every product accurately. Colours can look different on different screens, and manufacturers sometimes change packaging or minor specifications without telling us.

11.If something goes wrong

We are responsible for the goods we sell and for the way we perform this contract. We do not exclude or limit our liability for death or personal injury, for defective products, or in any other way that UAE law does not allow.

We are not responsible for losses that were not foreseeable, or for events genuinely outside our control such as extreme weather, a national closure, or a failure in the payment or courier networks.

12.Your personal information

We handle your personal data under Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data. Our Privacy Policy explains what we collect, why, who we share it with, and how to exercise your rights.

We only send you marketing if you asked us to, and you can stop it at any time without affecting your orders.

13.Complaints, law and courts

If you are unhappy with anything, contact us first at support@orvione.ae or 0504018823. We aim to reply within 2 business days and to resolve the matter quickly.

You can also complain at any time to the Dubai Department of Economy and Tourism — through the Dubai Consumer app, at consumerrights.ae, or on 600 54 5555. Contacting us first is a request, not a condition, and it never limits that right.

These terms are governed by the federal law of the United Arab Emirates and the law of the Emirate of Dubai, and disputes are heard by the courts of Dubai.

We do not ask you to go to arbitration. For a contract worth less than AED 50,000, Article 9(2)(b) of Federal Decree-Law No. 14 of 2023 does not allow it.