1. THESE TERMS
1.1. What these terms cover. These are the terms and conditions on which we supply products to you.
1.2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1. Who we are. We are RAK Ceramics P.J.S.C. a company registered in Ras Al Khaimah, UAE. Our registered VAT number is 100244726400003.
2.2. How to contact us. You can contact us by telephoning our customer service team at Hotline 800-Ceramics (23726427) or by writing to us at info@rakceramics.com or RAK Ceramics, P. O. Box No. 4714, Ras Al Khaimah, UAE.
2.3. How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. When we use the words “writing” or “written” in these terms, this includes emails.

3. OUR CONTRACT WITH YOU
3.1. Our offer to you. You must provide us with your requirements (including quantities per product) and we will provide you with a Sales Quotation for the products which will be valid for 30 days.
3.2. How we will accept your order. Once you confirm you would like to place an order, our acceptance of your order will take place when we send you a Sales Order Confirmation document, at which point a contract will come into existence between you and us. You cannot make any changes to your order after you have received the Sales Order Confirmation so please check the Sales Quotation carefully.
3.3. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline.
3.4. Your order number. We will assign a reference number in the Sales Order Confirmation. It will help us if you can tell us the order number whenever you contact us about your order.
3.5. We only sell to the UAE under these terms. These terms are solely for the sale of our products in the UAE.
3.6. The application of these terms. These terms apply to the exclusion of all other terms and conditions. If there is a conflict between these terms and any other term of our Sales Quotation or Sales Order Confirmation, these terms shall prevail to the extent of the conflict or inconsistency only.

4. OUR PRODUCTS
4.1. Products may vary slightly from their pictures. The products displayed in our showrooms and the images of the products in our brochures and on our websites, are for illustrative purposes only. Although we have made every effort to display the colors accurately, we cannot guarantee that they accurately reflect the colour, texture or finish of the products, therefore, our products may vary slightly from the products or images displayed. Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements provided by us have a +/-10% tolerance.
4.2. Making sure your measurements are accurate. If we are making the product to measurements you have given us, you are responsible for ensuring that these measurements are correct and we accept no liability if the measurements provided are incorrect.
4.3. Our tile fitting recommendation. We recommend that a 2-4 mm gap is left between tiles when they are fitted. Failure to do this will invalidate any warranty or claim made by you.

5. YOUR RIGHTS TO MAKE CHANGES
5.1. Changes to the product requested by you. If you wish to make a change to the product you have ordered please contact us immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing for delivery or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
5.2. Changes to the product by us. We may change the product in certain circumstances, including but not limited to:
- to reflect changes in relevant laws and regulatory requirements; and
- to implement minor technical adjustments and improvements, at our discretion.

6. DELIVERY OF THE PRODUCTS
6.1. Delivery costs: Unless advised otherwise by us, the cost of delivery shall be as set out in the Sales Order Confirmation.
6.2. When we will provide the products: The products will be delivered at your chosen address within 30 (thirty) days of full payment of the purchase price. Delivery will be considered complete by us once we arrive at the delivery address. You will be responsible for offloading the products once they arrive at the delivery address. Please note, we may require photo ID to complete the delivery which you must provide upon request.
6.3. We are not responsible for delays outside our control: If our delivery of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay.
6.4. Collection by you: If you have asked to collect the products from our premises, you can collect the products from us within 30 (thirty) days of full payment and by agreeing on a date and time with our sales representative, between Monday and Saturday, during our working hours of 9am to 6pm.
6.5. Unsuccessful delivery: If no one is available at the chosen address to take delivery, we will leave you a note informing you of how to collect the products from a local depot or collection site in Ras Al Khaimah. You will not be entitled to a refund for the delivery charges if you are not at the delivery address when the products were attempted to be delivered.
6.6. Grace period: In special cases and at RAK’s discretion, the delivery timeline may be extended by an additional 15 days free of charge.
6.7. Extended Storage Period with Fee: Upon expiry of the grace period, we may retain the products at our facility for a further period of ninety (90) days, subject to a storage fee. Storage charges will apply at the rate of 2 AED per m² per month for tiles/slabs and 5 AED per piece per month for sanitaryware and faucets.
6.8. Non-availability after extension period: Upon expiry of the extension time we reserve the right to cancel the order, sell the products to another customer or recycle the products, while retaining our rights in the warehousing fees applicable and we shall not be held liable for the unavailability of the products and the contract shall be deemed terminated and clause 7.4.3 will apply.
6.9. When you become responsible for the product: The products will be your responsibility from the time we deliver the products to the delivery address or when you collect the products from us.
6.10. Suspending supply of products: We may have to suspend the supply of a product to:
6.10.1. Deal with technical problems or make minor technical changes.
6.10.2. Update the product to reflect changes in relevant laws and regulatory requirements.
6.10.3. Make changes to the product as requested by you or notified by us to you at set out in clause 5.
6.11. Suspending supply of the products for non-payment: If you do not pay us for the products when you are supposed to (see clause 0) and you still do not make payment within 15 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts.

7. Ending the contract
7.1. Ending the Contract Before Dispatch: You may contact us to end your contract before the products have been dispatched by sending us written notice.
7.2. Ending the Contract After Dispatch / Returning Delivered Products: You may end your contract after the products have been dispatched by sending us written notice; however, you will be liable to compensate us in accordance with clause 7.5. You must also coordinate with us regarding the return of the products to our warehouse, and all returned products must be adequately packed and in sellable condition.
7.3. Submitting a Credit Request: If you end the contract or wish to return any products after delivery, you must submit a credit request in writing within 30 days. We may require a valid Emirates ID in order to issue a credit note. If no credit request is received within 30 days, you will not be entitled to any credit note. Any credit note issued to your RAK Ceramics account will remain valid for 12 months from the date of issue, after which it will expire automatically.
7.4. We May End the Contract if You Breach It: We may end the contract for a product at any time by writing to you if:
7.4.1. You do not make any payment when due and fail to do so within 15 days of our reminder.
7.4.2. You do not, within a reasonable time of being asked, provide information necessary for us to supply the products, such as your delivery address or contact information.
7.4.3. You do not, within 7 days of an unsuccessful delivery or collection attempt, allow us to deliver the products to you or collect them from us.
7.5. You Must Compensate Us: If the contract ends under clauses 7.2 or 7.4, you must pay the following compensation:
7.5.1. AED 5 per m² for tiles.
7.5.2. AED 1 per piece for tile accessories.
7.5.3. AED 50 per piece for sanitary ware products.
7.5.4. AED 5 per piece for faucets.
7.6. Withdrawal of Products: We may write to you to inform you that we will stop providing a product. We will notify you in advance before discontinuing the product and will issue a refund for any amounts paid in advance for products that will not be supplied.

8. IF THERE IS A PROBLEM WITH THE PRODUCT
8.1. How to tell us about problems: If you have any questions or complaints about the product, please contact us via the information provided at clause 0.
8.2. Your obligation to notify us of rejected products: If you believe the products are faulty, incorrect or if they are not delivered, you must notify us in writing within 15 days of the actual delivery date. We will then either send a Quality Controller to the delivery address to inspect the products, require you to provide clear photographs of the products, arrange for the products to be collected from the delivery address or require you to deliver the requested quantity of such tiles to the address specified in clause 0. We will pay the costs of postage.
8.3. We provide you with a warranty on the products: If we determine that the products are faulty or broken on delivery and do not meet our internal standards, we will replace the products and arrange for them to be delivered to you, at an agreed time, at our cost. Alternatively, we may provide a refund or credit note.
8.4. We will not be liable for indirect losses: To the extent permitted by law, we will not be liable to you for any loss of profit, or any indirect or consequential loss arising under or in connection with the contract and our total liability to shall in no circumstances exceed the price of the products supplied to you.

9. PRICE AND PAYMENT
9.1. Where to find the price for the product: The price of the product will be the price set out in the Sales Order Confirmation, plus VAT. The applicable VAT will be added to the order value and invoice and will be payable by you.
9.2. We will pass on changes in the rate of VAT: If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product (including delivery costs) in full before the change in the rate of VAT takes effect.
9.3. When you must pay and how you must pay: We accept payment by cash, credit card, debit card, bank transfer or cheque & Tabby / Tamra. Payment (including for delivery) is due on your receipt of the Sales Order Confirmation or immediately if there has been a change to the order resulting in additional costs. Products will not be dispatched until we are in receipt of full payment. If you do not make payment on time, we may cancel the contract in accordance with clause 7.4.1.
9.4. What to do if there has been an overpayment: If any of the following events occur after you have made payment in full for the products, we shall either credit the difference to your account with us or provide you with a refund for the difference:
9.4.1. If we agreed that we did not deliver the full quantity to you.
9.4.2. If we accept your request to change any part of the order before dispatch of the product which results in a lower invoice price.
If we deliver any additional products or quantities to you which are not in the Sales Order Confirmation, you must notify us immediately and we will either arrange for the additional products to be collected or offer them to you for an additional price which must be paid to us immediately.
9.5. A 50% down payment is required for the reservation of material.
9.6. A refund can be claimed within 30 days after which a credit note will be issued for the down payment valid for six months with no possibility of refund.

10. OTHER IMPORTANT TERMS
10.1. How we will use your personal information: We will use the personal information you provide to us:
10.1.1. To supply the products to you.
10.1.2. To process your payment for the products.
10.1.3. If you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
10.2. We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organization.
10.3. Nobody else has any rights under this contract: This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end this contract or make any changes to these terms.
10.4. If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
10.5. Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
10.6. Which laws apply to this contract and where you may bring legal proceedings: To the extent permitted by law, all implied terms shall be excluded from this contract. These terms shall be governed and construed in accordance with the laws of the United Arab Emirates and we both irrevocably agree that the Dubai International Financial Centre Courts shall have jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these terms.
10.7. Orders paid and delivered are non-refundable and no return or exchange will be accepted.
10.8. Orders confirmed and not yet delivered, only a credit note will be issued with no possibility of a refund.