Terms & Conditions

Agreement to Terms

These Terms & Conditions govern all purchases made from Aoura Products, a division of Aoura Group, registered and operating in Dubai, United Arab Emirates. By placing an order — whether through our website, WhatsApp, email, or phone — you confirm that you have read, understood, and agree to be bound by these terms.

These terms apply to both retail (individual) and B2B (business) customers. Where specific terms differ for B2B accounts, these are noted explicitly.

Who We Are

• Business name: Aoura Products
• Parent entity: Aoura Group
• Location: Dubai, United Arab Emirates
• Website: products.aouragrp.com
• Contact: customer@aouragrp.com · +971 52 150 3203

Order Confirmation

• All orders are subject to product availability and acceptance by Aoura Products.
• An order is confirmed only upon receipt of written confirmation — via WhatsApp, email, or a formal invoice — from our team.
• We reserve the right to refuse or cancel any order at any time prior to dispatch, with a full refund issued if payment has already been made.
• Pricing is subject to change without prior notice; the price stated at the time of order confirmation is binding for that order.
• Orders may be modified or cancelled by the customer prior to dispatch by contacting us directly via WhatsApp or email.

B2B & Wholesale Orders

Business and wholesale customers may be subject to additional terms agreed at account setup, including minimum order quantities, credit terms, and dedicated account management arrangements. These will be documented in writing and take precedence over the general terms where they differ.

Dispatch & Delivery Timelines

• Standard dispatch is within 1–2 business days of order confirmation. Orders placed before 2:00 PM on a business day are typically dispatched the same day or following morning.
• Estimated delivery timelines are provided as guidance only and are not guaranteed.
• Delivery timelines may be affected by factors outside our control, including carrier delays, adverse weather, public holidays, or force majeure events.
• Free delivery applies to qualifying retail orders within Dubai. The current threshold is AED 400 or above. This threshold may be updated periodically.
• International export is available; specific terms, shipping costs, and timelines are agreed individually prior to order confirmation.

Risk & Responsibility

• Risk of loss or damage to goods transfers to the customer upon delivery to the specified address.
• Aoura Products is not liable for delays or failed deliveries caused by incorrect, incomplete, or inaccessible delivery addresses provided by the customer.
• If a delivery attempt fails due to the customer's absence, our logistics partner will attempt redelivery or hold the parcel for collection as per their standard procedure. Additional delivery fees may apply for re-attempts.

Standard Return Window

• Customers may return eligible items within 7 calendar days of delivery — no reason required.
• Items must be in a condition suitable for resale: unused, in original packaging, and with all accessories included.
• Opened consumables — including ink cartridges, coffee capsules, cleaning fluids, and similar items — are non-returnable unless found to be defective.
• Custom or bespoke orders are non-refundable unless defective or incorrectly supplied.
• Aoura Products reserves the right to assess returns on a case-by-case basis outside the standard 7-day window where exceptional circumstances apply.

Defective or Incorrect Items

If a product arrives defective, damaged in transit, or does not match its description, contact us immediately. We will arrange a replacement at no charge, issue a full refund, or escalate to the manufacturer for warranty claims on applicable products.

Refund Method & Timing

• Refunds will be issued to the original payment method or as store credit, discussed with the customer at the time of the return.
• Refunds are typically processed within 5–10 business days of the return being received and assessed.
• Delivery charges are non-refundable unless the return is due to our error (wrong item, defective product).

Pricing & Payment Terms

• All prices are quoted in UAE Dirhams (AED) and are exclusive of VAT unless explicitly stated otherwise.
• VAT at the standard UAE rate of 5% is applied to all applicable orders in compliance with Federal Tax Authority (FTA) requirements.
• Payment is due at the time of order unless specific credit terms have been agreed in writing with our team.
• Aoura Products reserves the right to withhold order fulfilment in the event of outstanding unpaid invoices on a customer account.
• All payments are processed securely. Aoura Products does not store full card or banking details on our systems.

VAT Invoices

Aoura Products is VAT-registered in the UAE. A VAT-compliant tax invoice is issued for every order, suitable for business expense claims and accounting purposes. If you require the invoice in a specific format or addressed to a company entity, please inform us at the time of ordering.

B2B Credit Terms

Payment terms for wholesale and B2B clients may be discussed with our sales team. Net 30 terms may be available for established accounts with a satisfactory payment history. Credit terms are granted at Aoura Products' discretion and documented in writing.

Product Accuracy

• We make every reasonable effort to ensure product descriptions, images, and specifications are accurate at the time of listing. Minor variations in appearance may exist due to photography or manufacturer updates.
• Product availability is subject to stock levels and supplier availability. Listings may be updated or removed without prior notice.
• Where a specific brand or model is unavailable, we may suggest an equivalent alternative. Orders are never fulfilled with substitutes without the customer's explicit approval.

Genuine Products

All products sold by Aoura Products are genuine, brand-name items sourced through authorised distributors and supply chains. We do not deal in counterfeit, grey-market, or parallel-import goods. If you have any concern about the authenticity of a product received, contact us immediately.

Scope of Liability

• Aoura Products' liability in respect of any transaction is limited to the total value of the goods ordered in that transaction.
• We are not liable for any indirect, consequential, or incidental losses arising from delivery delays, product defects, non-delivery, or any other cause beyond our reasonable control.
• We are not liable for losses arising from the customer's use of our products in ways inconsistent with product guidelines or intended purposes.
• Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, for fraudulent misrepresentation, or for any other liability that cannot be excluded under applicable UAE law.

Force Majeure

Aoura Products shall not be held liable for any failure or delay in performance of its obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, government actions, strikes, power failures, or significant disruptions to transportation infrastructure.

In such events, we will notify you promptly and work to fulfil your order as soon as reasonably practicable.

Ownership of Content

All content on the Aoura Products website and marketing materials — including but not limited to text, imagery, branding, logos, product photography, and design — is the intellectual property of Aoura Group or its licensed suppliers.

Reproduction, redistribution, or commercial use of any content without prior written consent from Aoura Group is strictly prohibited. Requests for use of our content may be directed to customer@aouragrp.com.

Right to Amend

Aoura Products reserves the right to update or amend these Terms & Conditions at any time. Changes will be published on this page with an updated "Last Updated" date. Continued use of our services following any changes constitutes your acceptance of the revised terms.

For material changes that significantly affect customer rights, we will make reasonable efforts to notify existing customers directly. We recommend reviewing this page periodically.

Jurisdiction

These Terms & Conditions are governed by and construed in accordance with the laws of the United Arab Emirates, including applicable federal legislation and the laws of the Emirate of Dubai.

Any disputes arising from or in connection with these terms, or with any transaction conducted through Aoura Products, shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

Get in Touch

Aoura Products — A Division of Aoura Group
Dubai, United Arab Emirates

• Email: customer@aouragrp.com
• WhatsApp: +971 52 150 3203
• Website: products.aouragrp.com