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Terms and conditions

Welcome to www.ElePalace.com, the definitive home of luxury. We strive to ensure our customers receive an effortless shopping experience and we hope that you enjoy all our website has to offer. www.ElePalace.com (the "Website") is owned and operated by Elegance Palace LLC trading as ElePalace, for its own benefit and the benefit of its affiliates and subsidiaries (together “we" or “us") in the Arab republic of Egypt. Elegance Palace LLC is a limited liability company incorporated under the laws of the Arab republic of Egypt, with commercial license number and its registered office at Cairo, Naser City, Arab republic of Egypt.

Website Terms

Please read these Terms and any other terms of use posted on the Website as together they form our Website Terms governing your utilization of our Website and Website services (including the Website Call Centre and Mobile application). We may change these Website Terms from time to time without notice to you by posting the updated Website Terms on the Website, so please be sure to check regularly for updates. When you place an Order through our Website, you are deemed to have consented to the latest version of the Website Terms then posted on our Website. If a change in law means that we have to change our Website Terms after you have placed an Order but before it has been fulfilled, we are obliged to apply that change to your Order. In all other cases, the version posted at the time your Order was placed will apply. If you do not agree to be bound by the Website Terms, you should not use the Website.www.ElePalace.com (the "Website") is owned and operated by Elegance Palace LLC trading as ElePalace, for its own benefit and the benefit of its affiliates and subsidiaries (together “we" or “us") in the Arab republic of Egypt. Elegance Palace LLC is a limited liability company incorporated under the laws of the Arab republic of Egypt, with commercial license number and its registered office at Cairo, Naser City, Arab republic of Egypt.

Eligibility

We aim to make the Website and its associated services available to as many of you as possible. However, we do require that you are at least 18 years of age, able to lawfully: (i) make payment through one of our accepted tender types; (ii) agree to these Terms; and (ii) enter into binding Orders with us. In addition, only Orders with delivery addresses within the Kingdom of Saudi Arabic can currently be processed via the KSA Website. Please refer to the Delivery section below. The Website is for your personal or gift use only and commercial usage is not permitted. We reserve the right to decline Orders where we suspect commercial usage.

Registration

In order to take advantage of the features and services of this Website, you can either utilize the Website (or the Website Call Centre) on a “guest check-out" basis or create an Account and register your details with us. If you are a Facebook member, you may also login using your Facebook membership details. It is your ongoing responsibility to make sure that any personal and payment details you provide to us are valid, accurate and complete. You can update your details by contacting us here, contacting our Website Call Centre on our KSA WhatsApp +966 543245578 or updating them in your Website profile. Please keep your account details and password confidential and secure. Our customer service agents will never ask you for your password. We are committed to complying with our Privacy Policy but are not responsible for any loss suffered through misuse of those details. Please notify us as soon as possible if you believe your account has been compromised. By registering or placing an Order on the Website you warrant that you meet the Eligibility criteria described above and that the information you provide is yours and is accurate in all respects. Commercial entities are not eligible to register with us.

Privacy & Cookie Policy

Please refer to our Privacy & Cookie Policy for details on how we deal with your data. Orders When you place an Order with us, then subject to your rights to cancel or return the items, you commit to buy the items described in that Order, at the price indicated including any delivery fees, taxes, cash handling fees and duties where applicable. Orders are subject to our acceptance, which we may withhold in our sole discretion including for reasons such as ineligibility, inability to confirm payment authorization, suspected fraud, shipping restrictions and stock availability. Items in your Website basket are not reserved until your Order is paid for. Where you first elect to pay for your Order via cash on delivery, we will send you a one-off SMS asking you to validate your election and confirm your account information prior to dispatch. Please click on the link contained in the SMS to complete this verification step. If you do not complete this step your items will not be reserved and within 3 calendar days of the day on which we sent you the SMS, we will cancel your Order. The Website (or our Website Send us) may contain or provide information regarding the availability of merchandise. This information can be used to estimate the likelihood that an item will be available immediately upon Order placement. Unfortunately, we cannot guarantee that an item stated to be available will actually be available right away, as inventory can change significantly throughout the day. In rare cases, a product may be available when you place an Order but sold out by the time we process the Order. Should this happen, we will notify you. Receipt of your Order will be acknowledged by email. However the Order is only confirmed when you receive a notification from us confirming dispatch of the relevant item(s). No party other than us has the authority to confirm acceptance of the Order.

Complimentary Gifts

We hope you enjoy your free gift, complimentary with purchases made on ElePalace. Please be aware that items purchased on the site, will be non-returnable if the free gift has been opened or if the packaging has been tampered with.

Pre-Order Items

Get early access to coveted collections ahead of the official launch. Pre-ordering ensures that you will secure the item before it sells out. Once your order is placed, we will deliver it to you as soon as it’s available. Delivery of Pre-Order items are subject to availability. Pre-Order items can only be paid for by debit card, credit card, Apple Pay. Unfortunately no other payment methods will be accepted at this time. Cancellation Policy: Your Pre-Order item can be cancelled at any time prior to delivery, or up to 5 days after receipt. All refunds will be issued as ElePalace Store Credit. Refund Policy: In the case of Pre-Order items the only mode of refund is store credit. The refund order value will be credited to your ElePalace store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.

Payment

We currently accept the following tender types for Orders placed on our Website: Visa, Mastercard, American Express, PayPal, Apple Pay, Cash on Delivery and online credit. Cash on Delivery is permitted for Orders at Saudi Arabia. By entering payment details onto our Website, you warrant that you are duly authorized to pay using those details. We reserve the right to decline orders without liability to you where we believe payments are not authorized, the payment method is not valid or where we do not think you are authorized to use to utilize the relevant tender type. ElePalace provides all possible payment options for our customer's convenience. For payments made via Credit Card, Debit Card or Apple Pay, we may request additional personal documents, such as a passport copy or ID card with photo, in order to confirm your order. This is required to verify the identity of the buyer and protect the cardholder against any possibility of fraudulent payments. ElePalace reserves the right to suspend or terminate the payment options available on your account and refuse any and all current or future use of the payment options available on the site (or any portion thereof) if it suspects there is fraudulent or suspicious activity. The Website is not liable or bound to inform or send specific communication to the user regarding the changes to your payment options on the website (or any portion thereof). It is the customer’s responsibility to get in touch with ElePalace in order to get the payment options reactivated. Our website may contain links to websites owned and operated by third parties and which are there for your convenience. We have no control over, assume no responsibility for, and do not endorse or verify the content, privacy policies, or practices of any third party sites or services (including for the avoidance of doubt the Delayed Payment Provider). We make no warranties or representations about the accuracy, completeness or timeliness of any content posted on our website or our Apps by anyone other than us. We strongly advise you to read all third-party terms and conditions and privacy policies.

PayPal Payments

Orders completed through PayPal will be redirected to a PayPal page. Prices Prices on the Website are displayed in Saudi Arabian Riyals, and exclude any services you may elect to pair the purchase with, delivery costs, taxes or duties to which the purchase may be subject. Any such additional costs will be displayed before your final check out. Where you purchase using a payment card denominated in a different currency to Saudi Arabian riyals, the payment will be subject to the currency exchange rate applied by your card issuer at the time your payment is completed. The destination you ask us to deliver to, the items & services you select and the method of delivery you choose will dictate what delivery charges, taxes and duties apply (if any). Please refer to our Delivery section for further details on delivery options. Although we make every effort to ensure prices displayed on our Website and in our communications are correct, errors may occur. If an error occurs and your Order: has already been processed, then we may at our discretion: cancel the Order (or part thereof), arrange for collection of the mis-priced item(s) from your original Order delivery address in the Kingdom of Saudi Arabia and issue you a full refund including original Order delivery fees, taxes and duties (if applicable); where the price you paid is lower than the actual price of the item, honor the price in your Order; or where the price you paid is higher than the actual price of the item, refund you the difference; has not yet been processed, then we will notify you as soon as possible and only process the Order (or part thereof) once you have confirmed you are happy to buy at the correct price or otherwise cancel the Order (or part thereof) and refund your payment in full.

PRICE DIFFERENCE

If an item you purchase goes on sale within 5 days of your purchase, your item qualifies for the discounted price. Please note, the item must be in the same size and color that was purchased. The difference between the purchase price and the sale price will be provided through a coupon code. Coupon code will be valid for 6 months only, exclusions apply. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact Customer Care at Whatsapp +966 543245578.

Promotional Codes and Discount Schemes

Promotional codes are valid only in accordance with their terms, until the date stated, can be used only once, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. They are personal to you and cannot be transferred to third parties. Inner Circle discounts are currently not available for Orders placed through the Website.

APP10 OFFER

Get 10% off your first app order when you log in or create an ElePalace account. Offer valid on full-price items only, excluding select brands. This offer cannot be used in conjunction with any other offer or promotion. Enter ‘APP10’ at checkout, one use per person.

VAT OFFER

Leave the VAT increase on us and receive 10% off by entering your code at checkout. Excludes beauty, grooming as well as selected brands. Offer cannot be used in conjunction with any other offer or promotion.

EXCLUSIONS

Unless otherwise stated, on select brand exclusions apply to all promotional codes and offers. If the item is not eligible for the offer, the discount will not be reflected.

GIFT WITH PURCHASE

For any gift with purchase, regional exclusions and minimum spending requirements may apply. Gifts apply on orders from the brands listed in the offer banner only. Until stock lasts. For any returns, the gift should be sent back with the returned item in the same condition it was received in.

Gift Tagging and Messaging

Gift tags and gift messages can be added to your Order free of charge by selecting this on our Order check out page.

Order Delivery

ElePalace delivers across the GCC, with the delivery methods outlined below. We’re constantly striving to improve your experience, and are working on introducing more delivery methods across our channels. Kindly continue checking back for any updated. Deliveries take place between 10:00am - 10:59pm. The following options are available for delivery to your requested address in the KSA.* Orders above 200 SAR qualify for free shipping. Orders placed outside of our working hours (9am-8pm), after the cut-off time, on Fridays, and/or on any KSA public holidays, will be deemed placed on the first KSA working day following the Order's submission. Delivery timelines are estimates, order delivery may face delays during promotional activity, sale season and bank holidays. We reserve the right to impose a re-delivery charge where your Order is not accepted at the address supplied to us on the confirmed date of delivery. Please note that orders paid for by Cash on Delivery attract an additional 25 SAR delivery fee. Costs subject to customs clearance.

Scheduled Time Slots 

You can now schedule your delivery by picking a time slot most convenient for you at checkout. The first available time slot is 10am-12pm and then every hour until 11pm. Orders must be placed by 8pm in order to receive them the same day. If you place your order after 8pm you will select a delivery time for the next day. Orders placed outside of our working hours (9am-8pm), after the cut-off time, on Fridays, and/or on any KSA public holidays, will be deemed placed on the first KSA working day following the Order's submission. Delivery timelines are estimates, order delivery may face delays during promotional activity, sale season and bank holidays. We reserve the right to impose a re-delivery charge where your Order is not accepted at the address supplied to us on the confirmed date of delivery. Please note that orders paid for by Cash on Delivery attract an additional 25 SAR delivery fee. Costs subject to customs clearance.

General Delivery Conditions

Although we are strongly committed to delivering in the timelines estimated in our Order confirmation or displayed on our Website or above, delivery timelines are estimates only. Time shall not be considered of the essence. Timelines start from Order confirmation. However, if we have not delivered your Order within 5 days of Order confirmation, we will provide you with a full refund. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your Order or request postponement. Orders are delivered daily excluding Fridays and KSA public holidays. It is your duty to ensure appropriate access for deliveries, including in particular but without limitation on Fridays. Please note the courier will make up to four phone calls to book the delivery time slot with you. And up to three attempts to deliver before your Order will be cancelled. Where delivery is complicated by such factors, additional charges may apply. If delivery is not accepted on the agreed delivery date, goods shall be kept in storage free of charge for a period of up to 10 days. If you fail to agree a revised delivery date falling within 5 days of the initial delivery date, we retain the right to cancel your Order, retain all monies paid and resell the goods with no further liability. If on the delivery date our delivery team is unable to obtain access to the delivery address, a reasonable re-delivery charge may be applied. We will pre-inform you of this charge. In the absence of negligence, we will not be liable for loss or damage to the goods or your property, including where caused by: (i) us following your specific instructions; (ii) limited or no access to your nominated premises; and/or (iii) goods not fitting into your property. Any request to hang, erect or build items shall be at our discretion and we will not be responsible for any damage to your home in connection with such hanging, erection or building, nor for the integrity of such hanging, erection or building. Additional charges for such services may apply.

Contactless Delivery

Contactless Delivery Orders are delivered daily excluding Fridays and KSA public holidays. It is your duty to ensure appropriate access for deliveries, including in particular but without limitation on Fridays. Please note the courier will make up to four phone calls to book the delivery time slot with you. And up to three attempts to deliver before your Order will be cancelled. Where delivery is complicated by such factors, additional charges may apply. If delivery is not accepted on the agreed delivery date, goods shall be kept in storage free of charge for a period of up to 10 days. If you fail to agree a revised delivery date falling within 5 days of the initial delivery date, we retain the right to cancel your Order, retain all monies paid and resell the goods with no further liability. If on the delivery date our delivery team is unable to obtain access to the delivery address, a reasonable re-delivery charge may be applied. We will pre-inform you of this charge. In the absence of negligence, we will not be liable for loss or damage to the goods or your property, including where caused by: (i) us following your specific instructions; (ii) limited or no access to your nominated premises; and/or (iii) goods not fitting into your property. Any request to hang, erect or build items shall be at our discretion and we will not be responsible for any damage to your home in connection with such hanging, erection or building, nor for the integrity of such hanging, erection or building. Additional charges for such services may apply.

Pre-Order Delivery

The above table of delivery times does not apply to Pre-Orders. Your item will be shipped according to the expected release date, as indicated on the product page of the item. Returns and Exchanges Ordinary Returns Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked" free returns policy which allows you to return delivered items to us for any reason up to 5 days from delivery of your Order, free of charge. Refund Process Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees). Your refund will be processed via the following methods: Cash on Delivery payments are refunded as store credit. In case you opt for store credit, the full refund value will be credited to your Elepalace account after the item/s returned have been approved and you will be able to use such refund value for your future purchases on Elepalace without any time limit. Therefore you will not see a refund on your bank statement account as the refund value will not be transferred to your issuing debit or credit card bank. Where you have returned an item that has benefitted from our Price Match guarantee, special conditions apply. Please click here for details. Pre-Order Items Returns are only available within 5 days of receiving the order. All refunds for any Pre-Order item will be refunded as store credit only. Please get in touch with our Customer Service representatives if you have any questions or concerns.

Damaged Goods/Incorrectly-Fulfilled Orders

If an item in your Order is received damaged by you or is not what you ordered, then please arrange for return of the item to us using the Returns Process. The item must be returned in the same condition you received it in within 5 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties. Replacement may be available. Defective items may also benefit from a manufacturer’s defects warranty. Please call us on our WhatsApp number +966 543245578 if you believe your goods have a manufacturing defect.

Non-Returnable Items

Beauty and grooming items (including skincare, fragrance, make-up and haircare), underwear, face masks, earrings, candles and vintage pieces cannot be returned. In addition, all furniture orders are final and non-returnable. Returns Process: Items can be returned by arranging collection from your delivery address in the Kingdom of Saudi Arabia by either: contacting us by calling our KSA WhatsApp number +966 543245578; or Logging into the My Account/Order History section of the Website. General Conditions Applicable to Returns In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 5 days of Order receipt: Unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents). Shoes must not have any sole or other damage; In their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached; and Accompanied by the original Order confirmation. Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund. We don’t accept returns for beauty products (including skincare, haircare, make-up, and perfume), underwear, and earrings. Unless the product has been damaged during shipping and retains its original packaging. We regret but we cannot offer returns on the following categories of products: products not purchased via the Website/Website Call Centre, www.elepalace.com sales originated outside of the Kingdom of Saudi Arabia. Gift items can only be returned with a refund given to the purchaser of the gift. The above is without prejudice to any rights you may have to return defective products. We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under KSA law. Where you have returned an item that has benefitted from our Price Match guarantee, special conditions apply.

Exchanges

We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items. Manufacturing Defects In addition to our 5 day returns policy, certain product items may benefit from a manufacturer’s warranty. Please call us on our KSA WhatsApp number +966 543245578 if you believe your product has a manufacturing defect.

Cancellation

You may contact us at any time prior to your Order being marked as “Processed" on our online Order tracking system to cancel or change it. If you do so, we will at your request either: (i) cancel it free of charge and issue you with a full refund or (ii) do our best to change it, subject to stock availability and any applicable price adjustment. If the Order has been processed, please await delivery and use the Returns process. We may cancel an Order where you elect to pay through cash on delivery but you do not complete the SMS verification step on the basis described in the Orders section above.

Product Liability

By placing an Order through our Website, you acknowledge and agree that full liability for the products rests with the manufacturer and that we carry no product liability for those items save as described in the Returns section in relation to returning the products and refunding the price paid (where applicable).

Title to Goods

Title to the items in your Order will pass to you on the later of the day on which: (i) you pay us in full for those items; or (ii) the day you receive the items. Risk in the items in your Order passes to you on delivery to the address detailed in the Order.

Intellectual Property Rights

Your use of the Website and its contents does not grant you any copyright, design, trademark or other intellectual property rights relating to the Content (as described in the Content section below), including our software, HTML or other code contained in the Website. All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Website is typically protected by national and international intellectual property laws and treaties. You are permitted to use the Content only as expressly authorized by us or the licensor of such Content. Any reproduction or redistribution of the Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, linking, commercially exploiting, copying and use of the above listed materials on any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.

Content

In addition to the Intellectual Property rights mentioned above, "Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Website. We have made every effort to ensure that the information on the Website accurate and complete but we cannot promise that Content is error-free. We also do not promise that the functional aspects of the Website or Content will be error free or that this Website or the servers that make them available are free of viruses or other harmful components. We always recommend that you have up to date virus checking software installed.

User Generated Content

By providing a review you agree to be solely responsible for the content of all information you contribute. You also grant us a right to use any content you provide for our own purposes including republication in any form or media. Comments may be moderated and may not be displayed immediately but we do not commit to checking all content and will not be liable for third party posts. If you have a complaint about any posts please contact us. We reserve the right in our sole discretion not to publish or to remove any comment including those that we believe may be unlawful, defamatory, racist or libelous, incite hatred or violence, detrimental to people, institutions, religions or to people's privacy, which may cause harm to minors, is detrimental to the trade marks, patents and copyrighted content, contains personal data, improperly uses the medium for promoting and advertising businesses. This Website is available to the public and therefore information you consider confidential should not be posted to this Website.

Third Party Sites

Our Website may include hyperlinks to other websites or resources operated by third parties. We are not responsible for the content or accuracy of any pages that are not on our Website or their availability. We do not endorse and are not liable, directly or indirectly, for the privacy policies of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.

Descriptions

At the time of publication on our Website, all product descriptions are believed to be accurate. We also strive to represent the products on our Website as accurately as possible, however colors and resolution may vary depending on your monitor’s display. All measurements and weights are approximate.

The Sustainability Clause

In an effort to contribute to sustainability and eco-consciousness, the term “sustainability” is used to refer to any brand that contributes to a greener planet by adopting eco-friendly processes. The campaign acknowledges labels that are trying to make a difference in their own ways.

No Warranty

Except as otherwise provided in these Website Terms or required by applicable law, we make no representation, covenant or warranty and offer no other conditions, express or implied, regarding any matter, including, without limitation, the merchantability, suitability, fitness for a particular use or purpose, or non-infringement of Website membership, any Content, or any products purchased through the Website. Your use of the Website is at your sole risk and it is provided on an "as is" and "as available" basis. We reserve the right to restrict or terminate your access to the Website at any time. Save as required by law, we make no warranties that access to the Website will be uninterrupted or error-free; that the Website will be secure; that the Website or the server that makes the site available will be virus-free; or that information on the site will be correct, accurate, adequate, useful, timely, reliable or otherwise complete. If you download any content from the Website, you do so at your own discretion and risk. You will be solely responsible for any damage to your computer or loss of data that results from the download of any such content. No advice or information obtained by you from the Website shall create any warranty of any kind.

Liability

Save for death or personal injury arising out of our negligence or as required by law, under no circumstances shall we, our affiliates, employees, directors, officers, agents or suppliers 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 profits, loss of goodwill or loss of data. Without prejudice to the foregoing, in no event will we be liable for any amounts in excess of the amount paid by you for the product(s) in respect of which the claim arose. Nothing in this Agreement is intended to impact any rights you or we may have under applicable law. We are committed to respecting individual rights including but not limited to moral, cultural and religious rights as enshrined in applicable law.

Indemnity

You agree to defend, indemnify and hold us, our directors, agents, affiliates, licensors and suppliers harmless from and against any and all claims, damages, costs and expenses, including legal fees, arising from or related to your use of the Website and/or your breach of any representation, warranty, or other provision of the Website Terms, including the use by third parties accessing the Website using your account caused by your action or inaction. Nothing in this Agreement is intended to impact any rights you or we may have under applicable law. We are committed to respecting individual rights including but not limited to moral, cultural and religious rights as enshrined in applicable law.

Entire Agreement

You acknowledge and agree that these Website Terms constitute the complete and exclusive agreement between us concerning your use of the Website and any purchase by you of any items through the Website, and supersede and govern all prior proposals, agreements, or other communications.

No Agency

Nothing contained in these Website Terms shall be construed as creating any agency, partnership, or other form of joint enterprise between us.

Assignment

We may assign our rights under this Agreement to any entity under the ultimate beneficial control of the Elegance Palace Co.

No Waiver

Any failure to exercise or any delay by either party in exercising its rights or remedies under these Website Terms shall not be construed as a waiver thereof. The rights and remedies provided by these Terms are cumulative and are not exclusive of any rights or remedies provided by law. Illegality If any provision of these Website Terms is held to be illegal or unenforceable, the remaining Website Terms (or parts thereof) will not be affected and will remain in full force and effect.

Language

These Website Terms are published in English and Arabic. If there is any inconsistency between the English text and the Arabic text, the English text will apply.

Disputes and Governing Law

These Website Terms are governed by the federal laws of the Arab republic of Egypt and the laws of the Cairo and all disputes arising here under are subject to the exclusive jurisdiction of the courts of Cairo, Arab republic of Egypt.

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