الشروط والأحكام

مرحباً

مرحباً بكم في الموقع الإلكتروني www.dauzana.com (المشار إليه بـ "الموقع"). تحكم شروط وأحكام البيع هذه ("الشروط") كافة الطلبات التي تقدمونها إلى شركة Dauzana International LLC (المشار إليها بـ "Dauzana" أو "نحن"). وتتضمن هذه الشروط تفاصيل حول كيفية قبول المدفوعات، وآليات التوصيل، وإجراءات الإرجاع.
يُرجى قراءتها قبل تقديم الطلب. فبمجرد تقديم الطلب، فإنك تؤكد موافقتك على هذه الشروط. وإذا كنت لا توافق عليها، فلا تقم بالطلب عبر الموقع الإلكتروني.
We may update these Terms from time to time. The version on the Website when you place the order is the version that applies to that order.

1. من نحن

نحن شركة مسجلة في سلطنة عمان. رقم السجل التجاري: 1393009.

خدمة العملاء: من الأحد إلى الخميس، من الساعة 09:00 إلى 16:00 بتوقيت سلطنة عمان (باستثناء العطلات الرسمية).

• الهاتف / واتساب: 96877121612+
• البريد الإلكتروني: customerservice@dauzana.com
• صندوق بريد 484، الرمز البريدي 133، مسقط، سلطنة عمان

If we need to reach you we will use the telephone number or email you gave us with the order.

2. Our products

Photographs on the Website are for illustration. We take care with colour, but a screen cannot guarantee a perfect match. The product you receive may vary slightly from the image. Fragrance, texture and colour of natural formulations can move a little from batch to batch. That is not a fault.

3. The contract

3.1 When the contract is made

The contract is made when we send you an order confirmation email. Until that email, we have not accepted the order.

We may decline an order. If we do, we will write to you and we will not charge you. Reasons include:

• the product is out of stock;
• an error in price or description;
• you have exceeded the purchase limits in clause 3.4;
• the billing name and address do not match the card used;
• we cannot deliver to the address given;
• we need to meet a change in law or a technical issue.

We cannot deliver to a P.O. Box. Please give a physical address where someone can receive the parcel, or choose collection in Muscat where that option is offered at checkout.

Keep the confirmation email. It carries your order number, the items, the address and the amount. Quote that number whenever you write to Customer Care.

3.2 Price

Prices are shown in Omani rial (OMR) and include VAT at the rate in force in Oman, unless we say otherwise. The price you pay is the price shown at checkout when you place the order.

If the VAT rate changes between order and dispatch, and you have not already paid in full, we will adjust VAT as the law requires.

If a price on the Website is obviously wrong, we may cancel the order, refund what you have paid, and ask for the products back if they have already been sent.

3.3 How you may pay

You may pay in the following ways, where the option is offered at checkout:

• Cards. Visa and Mastercard debit or credit cards.
• Digital wallets and PayPal. Where those buttons appear at checkout.
• Cash on delivery (CoD) within the GCC. Available for deliveries inside the Gulf Cooperation Council (Oman, the United Arab Emirates, Saudi Arabia, Qatar, Kuwait and Bahrain) when our selected courier offers collection of cash on that route.

We do not accept cheques, postal orders, or cash on delivery outside the GCC.

There is no cash-on-delivery service for Sudan or for any country outside the GCC. That older clause is withdrawn.

3.3.1 Cash on delivery — extra charge

Where you choose CoD, our selected courier collects the amount due when the parcel is handed over. An additional courier collection charge of between OMR 1.000 and OMR 2.000 will be added to the order and is payable by you with the goods. The exact amount for your destination is shown at checkout before you confirm.

If you refuse the parcel, are not available after reasonable attempts, or do not pay the courier the amount due, we may cancel the order and charge reasonable costs of carriage and return.

For card, wallet and PayPal orders, payment is taken before we dispatch. For CoD orders, you pay the courier on delivery. Title in the goods passes when we have received payment in full — on dispatch for prepaid orders, on collection of cash for CoD.

3.3.2 Card security

For card payments, the billing name and address must match the card. We may cancel an order that does not. We do not store full card numbers on our servers. Cards are handled by our payment provider.

3.4 Maximum purchase

To protect stock for our customers we limit orders to ten (10) units of any one item per order, and fifty (50) units of any one item per customer across all orders in any twelve months. We may cancel or reduce an order that exceeds this.

3.5 Cancelling before dispatch

We may cancel an order or part of an order if an item is unavailable, payment cannot be processed, the address cannot be served, or a duplicate order was placed. We will email you and refund any prepaid amount.

If you wish to change or cancel before dispatch, email customerservice@dauzana.com with your order number. We usually pack within one to two days. If the parcel has already left Muscat, use the returns process in clause 6 once it arrives.

4. Delivery

4.1 Times

Oman: usually within five (5) business days of the order, excluding Friday, Saturday and Oman bank holidays.

Elsewhere, including other GCC states: usually between five (5) and fifteen (15) business days, depending on the address and the courier we select.

These are estimates, not guarantees. If stock or a carrier delay will push a shipment out, we will tell you. If the delay is substantial you may end the contract for the undelivered goods and receive a refund of what you have prepaid for those goods.

4.2 How we deliver

Parcels may need a signature. If you are not in, the courier will try again or hold the parcel at a depot. The courier will not leave a parcel “hidden” unless you ask them directly.

If, after failed attempts, you do not rearrange delivery or collect from the depot, we or the courier may charge storage or a further delivery fee. If we still cannot complete delivery we may end the contract and you may be asked to cover reasonable costs.

Collection in Muscat may be offered at checkout. If you choose it, the goods are your responsibility from the moment you collect them.

4.3 Address

We deliver to the address you give at checkout. We are not responsible for loss caused by an address you entered incorrectly.

4.4 Risk and title

Risk in the products passes to you when they are delivered to the address you gave, or when you collect them. You own the products when we have received payment in full.

5. Ending the contract

Your right to end the contract depends on what you bought, whether the goods are faulty, and when you tell us.

5.1 If we are at fault

You may end the contract at once and receive a refund for goods not supplied if:

• we told you of an error in price or description and you do not wish to continue;
• supply will be substantially delayed by events outside our control;
• we suspend supply for technical reasons; or
• you have a legal right to end the contract because we have done something wrong.

5.2 Changing your mind

If you simply change your mind you have fourteen (14) days from the day the products were delivered to tell us and to send them back, with every complimentary item that came with the order.

You do not have a right to change your mind on fragrances, cosmetics or personal-care products, for hygiene reasons. That limit does not apply if the products are faulty or not as described.

5.3 Faulty, damaged or wrong goods

Write to customerservice@dauzana.com within twenty-four (24) hours of delivery if goods arrive damaged, faulty, or not as listed on the dispatch note. Keep the box, packing and the items for the courier to see. Keep proof of postage if we ask you to send them back.

6. How to return

Ask Customer Care for the current returns address and steps before you post anything.

Change-of-mind returns must reach us no later than fourteen (14) days after you told us you had changed your mind. Seal the parcel properly. We may reduce the refund if the products have been handled beyond what would be allowed in a shop.

Refunds for a change of mind are processed within fourteen (14) days of our receiving the goods, or of your giving proof of postage, whichever is earlier. Refunds for confirmed faults are processed within fourteen (14) days of our confirming the claim.

Prepaid orders are refunded to the original card, wallet or PayPal account. CoD orders are refunded by bank transfer to an account you nominate, after we receive the goods. We will email you when the refund is sent.

We will not refund if you cannot show that the goods and complimentary items were sent back to us.

7. Our liability

Nothing in these Terms limits liability that Oman law does not allow us to limit — including liability for death or personal injury caused by our negligence, or for fraud.

We are not liable for loss that was not foreseeable when the contract was made, or for loss of profit, business or opportunity. Our total liability for any order is limited to the amount you paid for that order.

8. Events outside our control

We are not liable for delay or failure caused by events we could not reasonably prevent — including carrier disruption, customs, extreme weather, epidemic, or a change in law. We will tell you and take reasonable steps to limit the effect.

9. Privacy

How we collect and use personal information is set out in our Privacy Policy on this Website. That policy should be read with these Terms.

10. Other terms

If a court finds any part of these Terms unenforceable, the rest remains in force. A failure to enforce a right is not a waiver of it. You may not transfer the contract without our written consent. We may transfer it to another company in our group or to a purchaser of the business.

These Terms, the order confirmation and the Privacy Policy are the whole agreement for the order. They replace any earlier conversation about that order.

11. Law

These Terms are governed by the laws of the Sultanate of Oman. The courts of Oman have jurisdiction, without affecting any consumer right you may have to bring a claim in your own country where that right cannot be excluded.

12. How to reach us

Customer Care: customerservice@dauzana.com
Dauzana International LLC
PO Box 484, PC 133, Muscat, Sultanate of Oman
+968 7712 1612