Terms & Conditions

Information herein is not binding and is subject to change without notice.

A) Payment Options for United Arab Emirates Deliveries

We provide the following payment methods:

-        Cash on Delivery (COD):

With Cash on Delivery, you can pay for your order in cash at the time of delivery. This option allows you to inspect the items before making the payment, providing you with added peace of mind.

Please ensure that you have the exact amount ready for the delivery personnel.

-        Cheque Payment:

If you prefer to pay by cheque, you can do so by making the cheque payable to Elara Catering Equipment Trading LLC.

Please write your order number and contact information on the back of the cheque. Once we receive and process the cheque, your order will be confirmed and shipped accordingly.

-        Bank Transfer (Electronic Fund Transfer):

For seamless transactions, we offer the option to pay via bank transfer. Simply initiate an electronic fund transfer from your bank account to ours, using the provided bank account details during the invoicing process.

Once we receive confirmation of the transfer, your order will be processed promptly.

All payment options are subject to verification and confirmation. We reserve the right to decline or suggest an alternative payment method if necessary.

B) Payment Options for International Deliveries

For our international customers, we offer a secure and reliable payment method for your convenience. To ensure smooth and hassle-free transactions, we currently accept payments through bank transfer for all international deliveries.

               Important Notes:

-        All bank transfer payments must be made in the currency specified in your order. Any discrepancies in the payment amount may result in delays in order processing.

-        Please allow sufficient time for the bank transfer to be completed, as international transactions may take a few business days to process.

-        Your order will be considered valid and reserved for a limited time while we await the bank transfer confirmation. To ensure timely processing, kindly make the bank transfer promptly after placing your order.

-        For international orders, we may request additional verification steps for security purposes to protect you from unauthorized transactions.

-        Elara Catering Equipment Trading LLC will NOT deal or provide any services or products to any of OFAC sanctions countries in compliance with the law of UAE.

Should you have any questions or need assistance with the bank transfer payment option, please don't hesitate to contact us. We are here to assist you throughout the payment process and make your international shopping experience a pleasant one.

 C) Order Change or Cancellation

Cancellation requests may be subject to cancellation fees.

Orders for customized products are not cancellable.

D) Prices

All prices are in AED (United Arab Emirates Dirham) US$ or Euro.

Prices and specifications subject to change without notice.

In case of any disputes the law applicable would be based on the UAE Governing Law.

 E) Lead Time & Backorder

While we make an effort to keep this information up to date on the site, if this information is important to you we would suggest to contact us for further information and a more accurate lead time.

F) VAT (Value Added Tax)

Value Added Tax (VAT) is payable at the rate of 5% for the products supplied in the UAE.

Orders outside UAE Value Added Tax is not applicable.

G) Delivery in the United Arab Emirates

We will deliver free of charge in Dubai on all orders above AED 500, and above AED 1,000 for other cities in UAE.

Other options are:

-        EX-works collection from our warehouse

-        Dubai orders below AED 500 will be delivered at a charge of AED 50 + VAT

-        Other cities orders below AED 1,000 will be delivered at a charge of  AED 50 + VAT

H) Export Orders

Freight terms are Ex-Works Dubai, U.A.E unless otherwise stated.

Please contact us via our “contact us” form for shipping quotes or to arrange collection with your own freight forwarder, please provide details of your order.

We also offer international delivery through our trusted and reliable international express partner DHL.

With this service, you can enjoy fast and efficient shipping to virtually anywhere in the world and is designed to provide you with the following benefits:

 - Speedy Delivery: Your orders will be expedited, ensuring swift and timely delivery to your desired destination. We understand the importance of receiving your items promptly, and our express service is committed to meeting your delivery expectations.

- Real-Time Tracking: Stay informed about the status of your shipment with real-time tracking. You will receive tracking information that allows you to monitor the progress of your package from the moment it leaves our facility until it reaches your doorstep.

- Secure Handling: Your items will be handled with the utmost care and attention throughout the shipping process. We take every precaution to ensure your products arrive in excellent condition and ready to use.

- Customized Solutions: We offer a range of delivery options to cater to your specific needs. Whether you require standard shipping or a more urgent delivery, our international express company has the flexibility to accommodate your preferences.

- Global Coverage: Our international express service spans across many countries and regions, allowing us to reach customers worldwide. Wherever you are, we strive to bring our products to your doorstep efficiently and reliably.

- Please note that shipping times and costs may vary depending on the destination country and the size and weight of your order. To obtain accurate delivery estimates and additional details, including any applicable shipping fees, please proceed to the checkout process or contact us.

I) Customs Duties

When making international purchases, customers may be subject to customs duties depending on the laws and regulations of their country.

As a seller, we want to inform our customers that any customs duties, taxes, or import fees that are applicable to their international orders will not be supported or covered by us. These charges are the responsibility of the buyer and will be determined by their country's customs authorities.

We advise our international customers to familiarize themselves with their country's customs policies and regulations before placing an order.

It is essential for our customers to be aware of potential customs duties and to factor these into their purchasing decisions. Failure to pay the applicable customs duties may result in delays in receiving the order or the package being returned to us.

J) Return of Goods

If you wish to return any goods purchased from us, please read and follow the guidelines below:

- Eligibility: To be eligible for a return, the item must be in its original condition, unused, and in its original packaging. Please ensure all tags, labels, and accessories are intact.

- Timeframe: You have 30 days from the date of purchase to initiate a return. After this period, we may not be able to process your return request.

- Return Authorization: Before sending back the item, please contact us to obtain a return authorization. We will guide you through the return process and provide you with the necessary instructions.

- Packaging and Shipping: Securely package the item to avoid damage during transit. Use the original packaging if possible. Include a copy of the purchase receipt or packing slip inside the package.

- Return Shipping: The cost of return shipping is the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped, item arrived damaged).

- Credit Note or Exchange: Once we receive and inspect the returned item, we will process a Credit Note or exchange according to your preference and our return policy.

Please note that returns must be initiated within the specified timeframe and comply with our return policy to be eligible for processing. We strive to process returns promptly, and we appreciate your cooperation in following these guidelines.

K) Freight Damage

We understand that receiving damaged goods can be frustrating, and we apologize for any inconvenience caused. If your order has been affected by freight damage, please follow the guidelines below to help us resolve the issue:

- Report Damage Immediately: As soon as you notice any damage to the packaging or contents of your shipment, please contact us immediately. Time is crucial in such cases, so please reach out to us as soon as possible.

- Document the Damage: Take clear photos of the damaged packaging and the affected items. This documentation will be essential for our records and to process your claim with the shipping carrier.

- Retain Packaging: Keep the original packaging and damaged items as they were received. This may be required for inspection purposes by the shipping carrier or insurance claim.

- Contact Us: Contact us and provide us with the details of the damage, along with the photos you have taken. We will guide you through the next steps and assist you in processing a claim with the shipping carrier.

- Insurance Coverage: If your shipment was insured, we will work with the shipping carrier to file a claim on your behalf. In cases where insurance is applicable, we will do our best to expedite the claim process.

- Replacement or Refund: Depending on the availability of the items and the outcome of the claim, we will arrange for a replacement of the damaged items or provide you with a refund for the affected portion of your order.

Please be assured that we take freight damage incidents seriously, and our team is dedicated to resolving this matter promptly and to your satisfaction. We appreciate your cooperation and understanding throughout this process.

L) Privacy Policy

We respect your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, disclose, and safeguard your data when you use our services or interact with our website. By accessing or using our services, you consent to the practices described in this Privacy Policy.

We do not sell or rent any of your personal information to third parties, data collected is to enhance your experience on the website. We may send you transactional emails, service updates, and promotional communications.

We take your privacy seriously and will take all measures to protect your personal information. We implement security measures to protect your data from unauthorized access, alteration, or disclosure. However, no data transmission over the internet is entirely secure, and we cannot guarantee the security of your information.

Elara Catering Equipment Trading LLC Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards.

 Therefore, Customers are encouraged to frequently visit these sections in order to be updated about the changes on the website. Modifications will be effective on the day they are posted.