Delivery/Refund

Delivery

We will confirm your booked delivery date and timeslot to you. If you have placed an order two or more days in advance of your selected delivery date then we will also try to send you an email a few hours before the cut-off time, alerting you to it and reminding you of the scheduled delivery time of your order. The purpose of the reminder is to reduce the likelihood of delivery times being forgotten and/or orders being left incomplete and is part of our order confirmation process. Unless you have requested not to be contacted by text message, we may also send this reminder by text message to the mobile phone number you have given us when setting up your account.

We will do our best to deliver your order to you in accordance with your booked delivery date and timeslot. However, we cannot always guarantee that we will do so due to factors beyond our reasonable control. If that is the case we will try to contact you as soon as we are able to in order to reschedule your delivery timeslot and date.

We will deliver to the address specified by you when you register with us. If you need to change your delivery address, you can do so at any time through the “Account Settings” feature on our website or “Settings” tab of our mobile app.

It is your responsibility to ensure that someone is available at your delivery address at all times during your booked timeslot. We may require someone to sign for your order on delivery. That person must also satisfy all of our proof of age requirements (see our ”Age Restrictions” section in Terms of Use).

We may request that the person taking delivery of your order provides us with identification to help us confirm they have your authorization to accept delivery of your order. This may include asking to see an item of your photographic identification (such as a Identity Card, passport or driving license) and/or the bank card which was used to make payment.

If nobody is at home when we attempt delivery, or the person at home is unable to satisfy our identification requirements or age requirements, we will try to contact you by telephone. If we cannot do so, we will leave notice of attempted delivery and will try to contact you to rearrange the delivery. The next delivery attempt will be paid.

For reasons of security, we will not leave your order unattended at your address. We will not normally agree to leave your order with anyone at another address (for example, a neighbor). If we do agree to do so in exceptional cases, this is done at your own risk and we will not be responsible for any losses you may incur as a result, for example, theft, tampering, and the result of any change in temperature in respect of items..

If your order is returned because we failed to deliver it to your delivery address within your booked timeslot, where we manage to make contact with you and agree a revised delivery date and timeslot, we will redeliver your order to you at no additional cost.

If your order is returned because of something within your control (for example, if there is nobody at your delivery address within your booked timeslot to receive the order, or if the person there cannot satisfy our proof of age requirements) we are entitled to charge you for the delivery charge for that returned delivery. (For an explanation of what we mean by “perishable” – please see our  Cancellation, Refunds and Returns Policy  section).

If you provide us with an incorrect delivery address and your order is signed for by someone else we cannot be responsible for any losses you may incur as a result, for example, theft, tampering, contamination and the result of any change in temperature in respect of items which need to be kept chilled or frozen.

Deliveries are limited to 1 delivery per day per account.

The Eid and Celebration days delivery vary from time to time. During this period, you are able to book a maximum of 2 deliveries per account, of which no more than 1 can be booked for delivery during this period.

Products are sold by us subject to availability and prevailing market conditions. We may limit the quantities of products (particularly those on special offer) delivered to any one customer if in our opinion the quantity ordered may jeopardize availability for other customers. If we do so, or if products you order are not available to us, we may offer a reasonable substitute. We will identify each substitute item to you on delivery and give you the opportunity to accept or reject each one at that time. If you reject a substitute, we will not charge you for it and will return it at our own cost. If you accept a substitute this may affect the price you pay for your order. (See our ”Prices“ section).

You should check your order in full promptly on delivery. If your delivery is incomplete or includes products that you have not ordered, you must notify Customer Services promptly. We will not charge you for any products that you have not received or that you did not order except accepted substitutes.

Free Delivery on your first shop

  1. Voucher code is valid on orders placed between prescribed time, for deliveries between Celebration days
  2. Upon inputting the voucher code at checkout, delivery charge will be deducted from a AED50 transaction (spend exclusions apply as above).
  3. Voucher code must be inputted at the time of purchase; refunds will not be issued retrospectively.
  4. Discount can only be redeemed once.
  5. Some voucher codes cannot be used in conjunction with others.
  6. Voucher code cannot be transferred, auctioned, sold or traded, and any such voucher codes found will be invalidated.
  7. Delivery slots dependent on availability. Selected postcodes only.
  8. Voucher code cannot be exchanged for cash.
  9. Future eYe accepts no responsibility for lost or damaged Coupons, and reserves the right to modify or terminate this promotion if circumstances beyond its control make this necessary.

Cancellation, Refunds, and Returns Policy
Meaning of “consumable products”

For the purposes of these terms and conditions, a “consumable” product, is any product which has a “use by”, “best before” or “BBE” date stamped on the product which expires 6 weeks or less from the date of delivery. Consumables like printer ink and cartridges

I’ve changed my mind and want to cancel

You may amend or cancel your order before the cut-off time we provide to you for doing so.

You may not cancel your order of consumable products after this cut-off time except where you reject them for being defective, unwanted substitutes or in certain special circumstances or we have made a pricing error. Should you wish to cancel your whole order after this cut-off time, the order can then only be considered as Cancelled/ Return After Delivery and you must notify Customer Services in writing or by filling in a cancellation form which can be found here and email us  to support@eYeMobiles.com immediately for 100% refund or after delivery for partial/full refund at our discretion as a GIFT VOUCHER within 14 days from the date of purchase.

If you have not yet paid for such cancelled item , then we will simply not charge you for them. If we have taken payment for it, we will give you a full refund of the price you paid if you return it to the same delivery person at the time of receiving the order or partial/full refund at our discretion as a GIFT VOUCHER within 14 days from the date of purchase for the cancelled products and any applicable standard delivery charges deducted. We will process the refund due to you within 14 days from the date we receive the returned goods or from the date you provide us with proof that the products have been returned to us (whichever is earlier).

Quality Guarantee

There are specific products on our website and mobile app which are labelled as having our Quality Guarantee. If you are not 100% satisfied with the quality of any of the products which have our Quality Guarantee, then you can reject the products as being defective in accordance and onwards below. We will refund to you 100% of the cost of any product rejected in accordance to QC Clause.

Our Quality Guarantee does not apply to any products that have been recalled but this does not affect your legal rights in relation to recalled products.

The products you sent to me were defective

We are under a legal duty to supply products that are in conformity with this contract and each product is sold subject to its product description which can be found on the relevant page for that product.

If you think that any product you have received does not match its description, is not of satisfactory quality, does not meet any relevant guarantee we have made, or is otherwise faulty or defective, then in the first instance please contact Customer Services who will do their best to assist you. We reserve the right to ask you to send us reasonable evidence of any product affected by such issues. We will refund to you the cost of any product affected by such issues.

The guarantees provided above are in addition to your legal rights in relation to products that are defective, faulty or not as described.

Where we give you a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Returns

Returning Products Where I’ve Changed My Mind

You must return any cancelled products to us as soon as reasonably practicable and, in any event, within 14 days of notifying us of the cancellation. In these circumstances, you must pay the costs of returning the cancelled products to us. We will provide you a GIFT VOUCHER against that return.

Returning Products Where They Are Defective

To return defective products to us, please contact Customer Services who may at our discretion arrange for one of our couriers to come and collect the products from you. If you return a defective product to us, any refund we make will include your cost of returning the defective goods to us (up to a reasonable amount).

You are under a legal obligation to take reasonable care of the products to be returned whilst they are in your possession. If you fail to do so, we may have a right of action against you for compensation or to reduce the amount of any refund to you. Where possible, we ask that you please return the products in their original packaging. Where this is not possible, please ensure that the products are packaged securely to help ensure that they reach us safely and in good condition.

×

Hello!

Click one of our representatives below to chat on WhatsApp or send us an email to support@eyemobiles.com

× How can I help you?