Store policy

ENTTEC.AE STORE POLICY

Processing orders – Shipping conditions – Refund

All new products listed at enttec.ae are factory sealed and include a full manufacturer’s warranty.

BACKGROUND

SCHEDULE 1 | Description of goods: Lighting equipment

Agreement to buy and sell

In return for payment for goods purchased on enttec.ae, the Seller sells, and the Buyer buys the Goods on the terms of this agreement.

Placement of orders

Orders will be processed for fulfilment within 24 hours of receipt during regular business days. Most items are in stock and ship the same day if ordered before the following cut-off times:

• 2:00pm GST

Out of stock item:

However, we cannot guarantee that all items will always be in stock due to occasional fluctuations in demand and supply chain timing. Therefore, if you would like confirmation of stock availability prior to ordering, please email sales@enttec.ae.

If for some unforeseen reason an item is no longer available or back-ordered for an extended period of time, you will be notified within 24 hours of order placement. Please email us if you wish to receive stock confirmation prior to ordering.

Once your order is processed, you will receive an email regarding your order status. Please keep this email as your proof of purchase.

Acceptance of orders

Your receipt of an electronic order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Enttec.ae reserves the right at any time after receipt of your order to accept or decline your order for any reason. We also reserve the right to ship a manufacturer-certified replacement if the manufacturer has upgraded or modified an item.

Packing of orders

ENTTEC will ensure each order is safely and securely packed for transportation to the Buyer having regard to:

1. the fragility and perishability of the Goods;
2. the distance the Goods are likely to travel; and
3. the method of transportation used to transport the Goods.

Customers are requested to ensure that their shipping address is correct before completing checkout.

Once the order has left the ENTTEC UAE warehouse, it is the customers’ responsibility to contact the courier if they want the delivery address to be changed.

Tracking reference numbers will be emailed to the customer once goods are dispatched from the ENTTEC UAE warehouse.

Shipment processing time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, all orders are processed within 2–5 working days. We will contact you if there are any delays.

Shipment locations

Domestic and international

ENTTEC LIGHTING EQUIPMENT MANUFACTURING LLC ships domestically within the UAE as well as internationally.

If you have a question about domestic or international deliveries, please contact us at sales@enttec.ae.

Shipping restrictions

Our company does ship to both commercial and domestic addresses, but NOT to PO Box addresses.

Shipment rates and delivery estimates

We endeavour to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfill your order.

Enttec.ae calculates shipping and handling rates based on the current DHL and UPS shipping tables. In the event of a shipping adjustment due to the nature (size and weight) of your order, the total may be adjusted to compensate. This occurrence is rare and most orders are assessed with the shipping charges calculated at checkout.

Please note:

Business day means Monday to Friday, except UAE public holidays.

Orders are not shipped or delivered on weekends or holidays.

The date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

Products may be delivered in separate shipments.

When placing your order, we consider these factors when calculating the Estimated Delivery Date:

1. Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
2. Weight factor: Shipping costs are based on the weight of your order and the delivery method.

We will not be responsible for wrong shipping addresses if you provide incorrect information.

In-store pickup dates vary based on product availability.

Tracking options and order status

ENTTEC LIGHTING EQUIPMENT MANUFACTURING LLC aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

To check on the status of your order anytime, please visit our Order Status. If you require additional information, please email sales@enttec.ae.

Domestic and International

All orders delivered within the UAE automatically have a tracking number.

International orders are sent with DHL or UPS. This service comes with tracking and your tracking number will be sent to you once it has been posted. If we are requested to make alternative shipping arrangements, we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally.

International customs, duties, and taxes

All orders shipping to a destination outside the UAE are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. ENTTEC LIGHTING EQUIPMENT MANUFACTURING LLC is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order into your country. All fees imposed during or after shipping are the responsibility of the customer.

You agree that you are responsible for any duty, taxes, and customs requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.

Receiving shipments and damages

Before signing for any delivery, it is the customer’s responsibility to examine all items for signs of damage. If any damage is found, make certain that the delivering agent notes the damage on the release form.

If there is any damage to the packaging on delivery, contact us immediately at +971 (4) 337 4500 or sales@enttec.ae, so a claim can be made.

Missing or lost package

There are several reasons why a package gets lost or becomes a delivery exception. We’ve found that more often than not, the package is either in the building or with a neighbour. ENTTEC LIGHTING EQUIPMENT MANUFACTURING LLC politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven’t located your order, please contact us at +971 (4) 337 4500 to report missing or lost packages.

Product warranty

All warranty service for original customers is provided by ENTTEC LIGHTING EQUIPMENT MANUFACTURING LLC. The customer is responsible for all shipping charges, if any, to the warranty location. This warranty does not cover any loss of business, profits, or other consequential damage, either real or perceived, that may have resulted from any malfunction of the product. Damage from flood, lightning strikes, earthquake, any other acts of nature/God, mishandling, dropping, or infestation is not covered by this warranty. This warranty is also void if the manufacturer determines that the product has been damaged due to insufficient packaging during any return shipment. The manufacturer reserves the right to determine whether alterations have been made, or damages caused, by such facts that would serve to void the terms of this warranty.

More information is available on our Website Terms and Conditions of Use.

Payment

Unless stated otherwise, the Price is exclusive of 5% UAE VAT. The Buyer must pay the Price, plus the requisite VAT, on checkout of the order by way of electronic payment.

Typographical errors

In the event a product is listed incorrectly due to a typographical error, manufacturer data error, product description and/or errors in pricing, Enttec.ae shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Enttec.ae shall immediately issue a full credit to your credit card account.

General

We offer repairs and replacements in accordance with UAE Commercial Protection Law.

Any benefits set out in this Policy may apply in addition to customer rights under UAE Commercial Protection Law.

Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

UAE Consumer Protection Law

Under the UAE Consumer Protection Law:

Our goods and services are provided in accordance with the guarantees required under UAE Consumer Protection Law. For major failures with a service, you are entitled:

1. to cancel your service contract with us; and
2. to request that the remaining portion of the service be stopped or adjusted in line with UAE consumer regulations.

You are also entitled to request a replacement for major failures with goods. If an issue with the goods does not amount to a major failure, you are entitled to have the issue rectified within a reasonable time. If this is not done, the matter will be escalated in accordance with UAE consumer-protection requirements, which may include additional remedies depending on the nature of the defect.

Defective products

Enttec.ae offers a 30-day (from date of shipment) replacement or credit policy for defective products. Customers who do not want an item repaired or replaced can request a return material authorization (RMA).

Cancellation and Change of Mind

In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you an exchange, provided that:

1. You notify us within 7 days of receipt.
2. In the case of services, the services have not already been performed.
3. The following conditions are satisfied:
   1. the product has not been opened
   2. the product must be returned with the RMA (Return Material Authorisation)

Please note that a 15% restocking fee will be deducted. Additional pro-rated charges (up to 100%) apply for items returned incomplete or with non-resaleable parts.

Products Damaged During Delivery

In the event that the product you ordered online has been damaged during delivery:

1. Please contact us as soon as possible.
2. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

We will arrange to repair or collect the damaged product and replace it with an equivalent product provided that you have contacted us within 15 days.

Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair or replacement for a product or service purchased by you if:

1. You misused the said product in a way that caused the problem.
2. You knew or were made aware of the problem(s) with the product or service before you purchased it.
3. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
4. Any other exceptions apply under UAE Consumer Protection Law.

Shipping Costs for Returns

In the event that a product you have purchased is found to have a defect that falls within the protections under the UAE Consumer Protection Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.

If the Returned Product is returned following a cancellation or change of mind, then you are responsible for organising for the Returned Product to be returned to us.

In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair or replacement under the terms of this Policy (including under the UAE Consumer Protection Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

Response Time

We aim to process any requests for repairs or replacements within 15 days of receipt.

Refund policy for software purchases

Software that has not been activated within 7 days of purchase may be eligible for a refund. Once fully activated, no refund will be given.

How to Return Products

You can contact us at the end of this Policy to discuss a return using the information provided.

To be eligible for a repair or replacement, you must provide proof of purchase along with a completed RMA.

Return notes

All returns must be pre-approved by applying for an RMA number (Return Merchandise Authorization). To accomplish this, please email us and include a description of the issue.
Any item returned or refused without applying for an RMA will be subject to a 15% restocking fee.

Once your request has been received, you will be contacted within 1 business day with an RMA number and instructions for sending back the item(s). The RMA number, once provided, is valid for 2 weeks only.

You must re-package any item(s) being returned as they were delivered to you, with all components, materials, and documentation. If you received your item double boxed, it must be returned in this manner.

Once shipped, email the tracking number(s) to us with your ENTTEC order number. We will notify you via email once we have received and processed the returned item(s).

Contact Us

If you wish to speak to us about this Policy or about any repairs or replacements, please contact us at: +971 (4) 337 4500.