Terms and Conditions
Welcome to Earthonline.ae, this website (the “earthonline.ae site”) and mobile app (together "application") is provided by Earth Retail(“We” “Our” or “US”) as a service to our customers. Please note that your use of the Website service constitutes your unconditional agreement to follow and be bound by these terms and conditions (the “Terms and Conditions”). We reserve the right to change the Terms and Conditions at any time. Any such changes will take effect when posted on the Website.
It is your responsibility to read the Terms and Conditions on each occasion you use this Website and your continued use of the Website shall signify your acceptance to be bound by the latest Terms and Conditions. If you do not agree to (or cannot comply with) any of the Terms and Conditions, do not use this Website.
All the Information (as defined below) provided must be accurate. Providing any inaccurate Information constitutes a breach of these terms and Conditions. By confirming your purchase at the end of the checkout process, you agree to accept and pay for the item(s) requested. If you are not a consumer, you confirm that you have the authority to bind any business.
About the Application
These Terms and Conditions govern your use of the earthonline.ae site in general, the products that you purchase in Earth stores and on the earthretail.com site, and all services provided in connection with them.
The earthonline.ae site is provided to you free of charge for your personal use subject to these Terms and Conditions and our Privacy Policy. By using the earthonline.ae site you agree to be bound by these Terms and Conditions and our Privacy Policy.
1. Registration
a. You must be over eighteen years of age to register in earthonline.ae site and app.
b. You are able to provide a valid address in the UAE for delivery of products; and,
c. You must ensure that the details provided by you on registration, or at any other time are correct and complete. Your registration to the application may not be accepted if you do not provide us with the required information. We reserve the right to decline any registration without further explanation. We reserve the right to undertake such checks as are necessary to verify your identity.
2. Security and password
a. When you register to use the application, you will be asked to create a password. You should keep this password confidential and not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password, you need to reset your password or you should notify us by contacting customer services immediately
b. If application has reason to believe that there is likely to be a breach of security or misuse of the luluhypermarket.com site, we may require you to change your password or we may suspend your account in accordance with clause 18 below
3. Intellectual property
a. Except for the rights expressly granted under these Terms of Use:
i. All content included on the Application, including but not limited to text, graphics, logos, images, audio clips, digital downloads and software is our property or the property of our licensors. We (or our licensors, as the case may be) retain all rights, title and interest in and to the Application and the Services, including, without limitation, all Intellectual Property Rights therein; and
ii. all rights, title and interest in and to any information, materials or other content that you provide in connection with your use of the Services, including all Intellectual Property Rights therein, will become our property.
b. That you have no right to use any of our trademarks without our prior written consent.
c. All rights not expressly granted to you in these Terms of Use are reserved and retained by us or our licensors.
4. Limitations
Earth retail or any of its affiliates, employees, directors, agents or suppliers shall not be liable to you or to any other person for any indirect, special, incidental or consequential losses or damages of any nature arising out of or in connection with the use of or inability to use the Website, including without limitation damages for loss of profit, accuracy of results, loss of data, work stoppage, or computer failure. Without prejudice to the generality of the section above, our total liability to you for all liabilities arising out of these Terms and Conditions is it in tort or contract is limited to the value of the product ordered by you.
We make no representations or warranties about the accuracy, reliability, completeness, correctness and/or timeliness of any content, information, software, text, graphics, links or communications provided on or through the use of the Website or that the operation of the Website will be error-free and/or uninterrupted. Consequently, we assume no liability whatsoever for any monetary or other damage suffered by you on account of the delay, failure, interruption, or corruption of any data or other information transmitted in connection with use of the Website; and/or any interruption or errors in the operation of the Website.
5. Third-party websites
As a convenience to customers, the earthonline.ae site may include links to other websites or material. earthonline.ae is not responsible for any of these websites or material, which is beyond its control.
6. Advertising and sponsorships
Some areas within the earthonline.ae site may contain advertising and sponsorship. Third-party advertisers and sponsors are responsible for ensuring that material submitted for inclusion on the luluhypermarket.com site complies with relevant laws and codes. We will not be responsible for any error or inaccuracy in advertising and sponsorship material provided by third parties.
7. Availability of earthonline.ae
a. earthonline.ae site may occasionally restrict the access to the site to allow for repairs, maintenance or the introduction of new facilities.
b. If you face any fault in the service you should report the same to customer service by calling 800MYEARTH(8006932784) or mail to customercare@earthretail.ae, we will attempt to correct the fault as soon as we reasonably can.
8. Pricing of products
We have taken care of price of all products available in earthonline.ae, errors may occur in the process of providing product and pricing information by the Website. We cannot confirm the price of a product except after ordering. In the event that a product is listed at an incorrect price or with incorrect information due to an error in pricing or product information, We shall have the right, at oursole discretion, to either contact you for instructions or cancel your orderand notify you of such cancellation.
In the event that the Website accepts your order, the same shall be debited to your credit card account and duly notified to you by email. The payment may be processed prior to our dispatch of the product that you have ordered. If we have to cancel the order after we have processed the payment, the said amount will be reversed back to your credit/debit card account. No cash disbursement shall be made under any condition whatsoever.
Sometimes a price in online does not match the price in a store. In our effort to maintain the fact of being the lowest price provider in the United Arab Emirates, store pricing will sometimes differ from online prices. Prices and availability are subject to change without any prior notice. Further, description/performance of products stated against each is based on the catalog and technical literature printed by the manufacturers/agent. Therefore, the write-up provided against each product is not that of ours and is subject to change without prior notice.
All customers will be charged in UAE Dirham and differences between approximation in any foreign currency and the actual billing price on the customer's credit card bill is probably attributable to different credit card companies charging different exchange rates.
The price of a product does not include the delivery charge, which will depend on the delivery method you choose and will be added during checkout.
9. Display of products
We have taken care to describe and show products as accurately as possible. Despite this, products may vary from their descriptions, product images are for representation purposes only and may vary slightly from the actual product. If there is anything that you do not understand, or if you wish to obtain further information, please contact customer services. Descriptions/performances of products stated against each are based on the catalog and technical literature printed by the manufacturers/agent. Therefore, the write-up provided against each product is not that of earthonline.ae and subject to change without prior notice.
10. Acceptance of order
We reserve theright, at its sole discretion, to refuse or cancel any order for any reason whatsoever. Limitations on quantities available for purchase inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud are some situations that may result in the order being canceled, additional verifications or information may be requested before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your credit/debit card has been charged, the said amount will be reversed back into your credit/debit card account. No cash disbursement shall be made under any condition whatsoever.
Once the order leaves our logistics center, you will be notified by sms with your shipment tracking number.
It is the responsibility of the customer to ensure that they are present at time of delivery.
11. Deliveries
Delivery will be made to the address specified when you complete the order. At the point of delivery, identity verification of the Consignee by sighting either an original labor card, passport, driving license, Emirates ID, or Free zone ID to support consignee verification, will be required by our courier partners.
12. Cancelation of orders
If a cancellation notice from your side is duly received by us and the order has not been processed/approved by us, we shall cancel the order and refund the entire amount to your credit/debit card.
Orders that are canceled after they have been shipped are subject to an AED 10 cancellation fee to be deducted from your refund for shipping and processing. We have the full right to demonstrate whether an order has been shipped or not. The customer agrees not to dispute the decision made by us and accepts our decision regarding the cancellation.
13. Return and refund policy
When you buy from earthonline.ae we want you to be happy with your purchase. So if you need to return a product, get it exchanged or refunded, we want to make it as easy as possible.
Our refund policy
a. The decision on refund will vary on a case-to-case basis and there will be certain criteria's for that:
i. Products faulty on arrival and unable to repair.
ii. Unable to procure products within a reasonable time of 7 – 10 days from the date of authorization has to be given
iii. Lost in deliveries
b. Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers: In this case you will have to return all the items in this offer.
c. Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 4-5 days, then 2 business days to issue the refund. Please be aware that sometimes the refund will not show on your account until the next statement cycle is issued from your bank.
d. We will refund the delivery charge in full if the product received is faulty /damaged and you return all products of your order at the same time. If you choose to keep some of the products, we will retain the balance of the delivery charge that applies to the products you keep.
e. Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.
f. Refunds will be done only through the Original Mode of Payment.
g. Earthstores will not be replacing or refunding any product purchased through the earthonline.ae site, all refunds/exchanges will be managed and accepted by the earthonline.ae customer services team by calling 800MYEARTH(8006932784) or write to customercare@earthretail.ae
h. GroceryReturn
i. Items may only be exchanged or refunded if they are returned within
1. Perishable goods (eg: meat, vegetable fresh food) within 24hours
2. Non-perishable goods (eg: pantry, health and beauty and cleaning products) within 7days
i. Exclusion From exchange/return
i. Due to hygienic reasons, no exchange, return or refund will be offered on lingerie, cosmetics, perfumes, and personal grooming products, like shavers, trimmers, and epilators once used.
ii. For frozen foods, chilled and dairy products on which temperature inconsistencies can happen, we do not provide any exchange, return or refund once sold and taken out from the store (be the case of a purchase made on the same day with the limited time as well temperature).
iii. Products damaged while being used do not qualify for repair, exchange or refund, in reference to physical damage.
iv. As a rule, there is no exchange and return on fresh food items once sold and taken out from the store. However, if it is spoilt at the time of purchase, an exchange could be provided. Item returned should not be mixed with the normal items and should be disposed of immediately.
v. If the product is not of the quality expected, the same can be returned within the same day of purchase and an exchange note could be issued. Exchange could be considered, as long as it is supported by the original receipt or invoice.
14. Substitute
a. When a product at the time of picking is out of stock, earthonline.ae will choose an alternative. If the price of the new product is higher, you will not be charged extra & if it's less, you'll pay the smaller amount.
b. Please note that the "Allow Substitute" option is based on the customer's consent during checkout.
15. Payments
a. Payment for your products will be taken at the time you place your order. Payments are done via FAB operating on a professional third-party payment gateway.
b. We accept payments online using Visa and MasterCard credit/debit cards in AED (or any other agreed currency). The logo of the accepted cards are to be mentioned on their Home page and on their Payment checkout page.
c. Your credit/debit card details will be encrypted to the highest standard and held on the payment gateway, secure from hackers.
d. All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties
e. When ordering from the earthonline.ae, we accept orders only from web browsers that permit communication through Secure Socket Lawyer (SSL) technology, for example a 7.0 version or higher of Internet Explorer, version 3.5 or higher of Firefox, Chrome version 10 or higher and Safari version 5 of higher. This means that you cannot inadvertently place an order through an unsecured connection.
f. All customers will be charged in UAE Dirham. If a foreign currency credit card is used, then any differences between approximation in any foreign currency and the actual billing price on the customer’s card bill statement is probably attributable to different credit card companies charging different exchange rates.
16. Promotional Products
a. Freebies and promotional products that are given away in conjunction with a purchase may be dispatched to you separately and delivery times may vary.
b. If you change your mind and return your product, you must also return any freebies or promotional product associated with the promotion and received by you as are sult of that order. We may charge you a reasonable amount for the freebies if you do not return it.
17. Amendments
We may at any time modify the Terms and Conditions of the Website without any prior notification to you. You can access the latest version of the Terms and Conditions at any given time on the Website. In the event the modified terms and Conditions are not acceptable to you, you should discontinue using the service of the Website. However, if you continue to use the service you shall be deemed to have agreed to accept and abide by the modified Terms &Conditions of this Website.
18. Suspension or Cancellation of account
We may suspend or close your account immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions. You will not be able to order products on the luluhypermarket.com site if your account is suspended or closed.
19. Governing law and Jurisdiction
Any dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of UAE
20. General
a. You may not transfer any of your rights under these Terms and Conditions to any other person. We may transfer our rights under these Terms and Conditions to another business where we reasonably believe your rights will not be affected.
b. If you breach these Terms and Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Terms and Conditions.
c. Neither party shall be responsible for any breach of these Terms and Conditions, caused by circumstances beyond that party's control.
d. Except as expressly set out in these Terms and Conditions, all use of your personal information will be made in accordance with our Privacy Policy.
e. EarthOnline.ae will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
21. Disclaimer
a. Though we make sure that the delivery of purchased products shall be delivered on time. No claim, penalties, refunds or part refund against us in case of delays in delivery or error in delivery. Although We aim to offer you the best service possible, If a fault occurs in our services you should report it immediately to Customer Services by phone at 800MYEARTH(8006932784) and we will attempt to correct the fault within a reasonable time.
b. The product details, information, ingredients, nutritional guides, and dietary/allergy advice may change from time to time.
c. Therefore, we highly recommend that you read the label on the products you purchase and not rely on the information provided on the website.
d. Earthonline does not represent or warrant that the information contained in this website is accurate, complete and up-to-date. We are not responsible or liable for any damages of any kind whatsoever arising out of, caused by or related to your use of this website.
22. Customer service
If you have any queries about online matters, please contact us online at customercare@earthretail.ae or via telephone: 800MYEARTH(8006932784) Monday - Friday 9.00 AM to 6.00 PM
