1. Introduction

These Terms & Conditions apply to your use of Ehtifalat.ae and to all purchases made through our website, WhatsApp, customer support channels or any official Ehtifalat sales channel.

By browsing our website, creating an order or purchasing from us, you agree to these Terms & Conditions, our Privacy Policy and any additional policies shown during checkout.

2. Products & Product Information

We try to display product names, descriptions, ingredients, images, availability, packaging details and prices as accurately as possible. However, product appearance may vary slightly due to natural ingredients, handmade preparation, screen settings, packaging updates or supplier changes.

• Natural products such as dates, nuts, dried fruits, saffron and tea may vary in color, size, shape, texture and weight.
• Handmade products and gift boxes may have small differences because they are prepared individually.
• Product images are for presentation purposes and may include props or styling items not included with the product.
• Ingredients and allergen information should be checked before purchase. Some products may contain or come into contact with nuts, sesame, dairy, gluten or other allergens.

3. Orders & Acceptance

After placing an order, you may receive an order confirmation by email, WhatsApp or SMS. This confirmation means that we have received your order request. The order is accepted when we confirm availability, payment status and delivery details.

We reserve the right to refuse, cancel or limit any order if there is a pricing error, stock issue, suspicious activity, incorrect delivery information, payment failure or any situation that may prevent safe and proper order fulfillment.

4. Pricing, Offers & Availability

All prices are displayed in AED unless stated otherwise. Prices, product availability, promotions, delivery fees and offers may change without prior notice.

• Promotional prices are valid only during the stated promotion period.
• Discount codes cannot always be combined with other offers unless clearly mentioned.
• If a clear pricing or technical error occurs, we may cancel the order and contact you with the correct information.
• Product availability shown online may change due to stock movement, seasonal demand or supplier availability.

5. Payment Terms

Available payment methods may include Cash on Delivery, online card payment, bank transfer or other methods shown at checkout. Payment options may vary depending on location, order value or product type.

• For online payments, the payment must be successfully authorized before order processing.
• For Cash on Delivery orders, payment must be made to the delivery representative at the time of delivery.
• We may request advance payment for customized orders, large orders, corporate gift boxes or special arrangements.
• Any failed, reversed or suspicious payment may result in order cancellation or delay.

6. Delivery & Shipping

We deliver within Dubai and may offer delivery to other areas in the UAE depending on availability, order type and delivery schedule. Delivery times are estimates and may be affected by traffic, weather, public holidays, high-demand periods, incorrect address details or events outside our control.

• Please provide a complete and accurate delivery address, contact number and delivery instructions.
• If the customer is unavailable at the delivery time, redelivery may be delayed or may require an additional delivery charge.
• Risk of loss or damage passes to the customer once the order is delivered to the provided address or received by the customer’s representative.
• For hotels, offices, buildings or reception deliveries, delivery to reception/security may be considered completed if accepted by the location representative.

7. Order Cancellation

You may request cancellation before the order is prepared, dispatched or customized. Once an order has been prepared, packed, dispatched or customized, cancellation may not be possible.

• Standard orders can usually be cancelled before dispatch.
• Customized products, printed items, corporate gifts, personalized gift boxes and special orders may not be cancellable once production or preparation has started.
• If we cancel an order due to stock, pricing or delivery limitations, we will contact you and arrange a suitable solution where applicable.

8. Returns, Exchanges & Refunds

Customer satisfaction is important to us. Because many Ehtifalat products are food, natural, perishable, handmade or customized, returns may be limited for hygiene, safety and quality reasons.

Eligible cases

• You received the wrong product.
• The product arrived damaged.
• The order is missing an item.
• There is a clear quality issue reported immediately after delivery.

Non-returnable cases

• Opened, consumed, used or improperly stored food items.
• Products damaged after delivery due to customer handling or storage.
• Customized, personalized or specially prepared gift boxes unless there is a confirmed mistake from our side.
• Natural variation in size, shape, color or texture of dates, nuts, dried fruits or handmade items.

9. Customized Gifts & Corporate Orders

For corporate gifts, VIP gifts, Ramadan gifts, Eid gifts, wedding gifts, hotel gifts, real estate client gifts and personalized gift boxes, details such as logo, message, packaging, delivery date and quantity must be confirmed before production.

• Custom orders may require advance payment or deposit.
• Production timelines may vary based on quantity, packaging, customization and seasonality.
• Customers are responsible for approving names, messages, logos, artwork and delivery lists before production.
• After approval and production, changes may not be possible or may require extra charges.

10. Website Use

You agree to use Ehtifalat.ae only for lawful purposes and in a way that does not harm the website, our business, other customers or third-party service providers.

• You must not attempt to hack, damage, overload, copy, scrape, misuse or interfere with the website.
• You must not place fraudulent orders or provide false information.
• All website content, including text, images, product descriptions, design, branding and layout, belongs to Ehtifalat or its licensors unless stated otherwise.
• You may not copy or reuse our content for commercial purposes without written permission.

11. Limitation of Liability

We aim to provide accurate information, premium products and reliable service. However, to the maximum extent permitted by applicable law, Ehtifalat is not responsible for indirect, incidental or consequential losses arising from website use, delivery delays, product availability, technical issues or customer misuse of products.

Nothing in these Terms & Conditions limits any consumer rights that cannot be excluded under applicable UAE law.

12. Governing Law & Disputes

These Terms & Conditions are governed by the applicable laws of the United Arab Emirates. Any disputes related to website use, orders, payments, delivery, products or services will first be handled through direct communication with our customer support team.

If a dispute cannot be resolved amicably, it may be referred to the competent authorities or courts in the UAE, subject to applicable laws and jurisdiction.

13. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our business, website, products, delivery process, payment methods, legal requirements or customer service policies.

The updated version will be posted on this page with a revised “Last updated” date. Continued use of the website after updates means you accept the revised Terms & Conditions.