TERMS AND CONDITIONS

These Terms and Conditions (“Terms”) govern the relationship between GRAE (“Company”, “we”, “our”, or “us”) and any individual or legal entity purchasing products or services (“Customer”, “you”, or “your”). By accessing our website grae.ae, placing an order, or engaging with our services via WhatsApp, phone, or other official channels, you agree to be bound by these Terms in full.

1. Definitions

For the purposes of these Terms:

1.1. “Company” refers to GRAE, a UAE-registered brand engaged in the sale of furniture, décor, and turnkey furnishing services.

1.2. “Customer” means any person or entity placing an order with the Company.

1.3. “Products” means furniture, décor, accessories, and any other goods sold by the Company.

1.4. “Services” means delivery, assembly, installation, styling, consultations, fit-out, or other related services provided by the Company.

1.5. “Order” refers to a confirmed purchase of Products and/or Services.

1.6. “Force Majeure” refers to events beyond the reasonable control of the Company, as defined in Section 12.

2. Scope of Services

2.1. Grae provides the following services:

(a) Sale of individual furniture and décor items through the online store.

(b) Complete home furnishing solutions, including curated packages for studios, apartments, and villas.

(d) Add-on services such as home office setups, outdoor furniture, and décor kits.

(e) Optional interior styling and fit-out services by arrangement.

2.2. The Company reserves the right to update, modify, or discontinue any Product or Service at its discretion.

3. Order Placement

3.1. Website Orders: Orders placed via grae.ae are confirmed once full payment is received.

3.2. Support Orders: Orders placed via WhatsApp or phone are confirmed when the Customer approves the invoice provided and completes payment.

3.3. Invoices include product specifications (size, color, material, finish), images, and total price including delivery and installation (if applicable).

3.4. The Company is not responsible for errors in Customer-provided details (addresses, measurements, approvals).

3.5. Orders are subject to stock availability. If a Product is unavailable, the Company may offer an equivalent replacement or refund.

4. Consultations & Measurements

4.1. The Company may, upon request, provide consultations, site visits, or samples.

4.2. Measurements taken by the Company are for internal use and shall not be deemed warranties.

4.3. Styling advice and design suggestions are non-binding recommendations. Final purchasing decisions rest with the Customer.

5. Cancellations

5.1. Customers may cancel Orders prior to production, packing, or logistics. A cancellation fee of 5% of the order value applies.

5.2. Once an Order is under fulfillment, cancellations are not permitted and payments are non-refundable.

5.3. The Company may cancel an Order at its discretion in cases of fraud, payment failure, or logistical impossibility.

6. Payments

6.1. Accepted payment methods include:

(a) Online payment via card on the website.

(b) Bank transfer to GRAE designated UAE account.

6.2. All payments shall be made in AED unless agreed otherwise.

6.3. Orders will not be processed until full payment is received.

6.4. The Customer is responsible for all transaction fees or bank charges.

7. Delivery and Assembly

7.1. Made-to-Order Production

All Grae home products and furnishing packages are made to order and produced specifically for each Customer upon receipt of full payment.

Standard production and delivery timelines range from 3 to 20 business days, depending on the size, materials, and complexity of the order.

Delivery timelines are indicative and may vary due to production schedules, material availability, or logistical factors.

7.2. Delivery Schedule

Deliveries are carried out between 12:00 PM and 7:00 PM, excluding Fridays and UAE public holidays.

Grae will notify the Customer in advance once the order is ready and coordinate the delivery date and time.

GRAE Home shall not be held liable for any delays caused by unforeseen circumstances, force majeure, or Customer-related access restrictions.

7.3. Delivery Coverage

Free delivery is available within Dubai, Sharjah, and Ajman for standard packages.

Deliveries to other Emirates, including Abu Dhabi, Ras Al Khaimah, Fujairah, and Umm Al Quwain, are available at an additional transportation fee, which will be communicated before order confirmation.

7.4. Services Included

Standard delivery includes:

Transportation of items from Grae facility to the Customer’s premises;
Professional assembly and installation by Grae authorized team;
Placement of furniture in the designated rooms as per the agreed order.

Additional styling, décor setup, or wall mounting services are not included in standard delivery and may be provided upon request at additional cost.

7.5. Customer Obligations

The Customer agrees to:

(a) Ensure clear and safe access to the delivery premises, including arranging any building, community, or security permits, elevator bookings, and loading permissions in advance;

(b) Be present at the agreed delivery time or authorize a representative to accept the order;

7.6. Failed or Rescheduled Deliveries

If the delivery cannot be completed due to the Customer’s unavailability, denial of access, or missing building approvals, the delivery shall be deemed unsuccessful.

In such cases, rescheduling will be arranged at an additional cost based on Qaaf Home’s applicable service rates.

7.7. Partial Deliveries

As all items are made to order, Grae generally completes delivery once the full order is ready.

However, partial deliveries may be arranged for multi-room or villa projects upon prior written agreement between both parties.

8. Completion and Acceptance

Upon delivery and assembly, the Customer (or their representative) shall inspect the products and sign the delivery confirmation acknowledging receipt and installation in good condition.

If the Customer is not present during delivery, acceptance shall be deemed completed, and Grae shall not be liable for any subsequent claims relating to visible defects or installation issues.

9. Claims & Complaints

9.1. Visible defects must be reported on the day of delivery with photographic/video evidence.

9.2. Hidden defects may be reported within 30 calendar days of delivery.

9.3. Valid claims may result in repair, replacement, partial refund, or credit note at the Company’s discretion.

9.4. Exclusions: The Company shall not be liable for:

(a) Variations in natural materials (wood, stone, fabric).

(b) Subjective dissatisfaction with color, texture, or style.

(d) Products altered or repaired by third parties.

9.5. Complaints will be reviewed within 5 business days.

10. Returns, Refunds, and Exchanges

10.1. Made-to-Order Policy

All Grae home products and furnishing packages are made to order specifically for each Customer after payment confirmation.

As such, production begins immediately after order acceptance, and cancellations, returns, or refunds are not permitted once the order has entered production.

This policy applies to all furniture, packages, and customized configurations offered by Qaaf Home.

10.2. Cancellations Before Production

If the Customer requests a cancellation before production has commenced, Grae may, at its discretion, accept the cancellation subject to a deduction of 5% of the total order value as an administrative and processing fee.

Once production has started, the order becomes non-refundable and non-cancellable under any circumstances.

10.3. Product Inspection and Acceptance

Upon delivery and installation, the Customer (or their authorized representative) must inspect all items and confirm receipt by signing the delivery acknowledgment.

Any visible damage or manufacturing defect must be reported on the day of delivery with supporting photo or video evidence.

If the Customer is not present during delivery, the order shall be deemed accepted in full and in satisfactory condition.

10.4. Claims for Hidden Defects

In the unlikely event that a hidden manufacturing defect appears after delivery, the Customer must notify Grea home within seven (7) calendar days of delivery.

Grae Home reserves the right to inspect, repair, or replace the affected item at its discretion.

Replacements are subject to verification of the defect and may require additional production time.

No replacements or repairs will be processed after this period.

10.5. Non-Returnable Items

Due to the custom-made nature of all Grae products, the following are strictly non-returnable and non-refundable:

Furniture or packages made to order or customized to Customer specifications;
Items that have been used, assembled, or altered after delivery;
Products showing wear, stains, or damage caused by misuse, improper care, or relocation;
Décor items, textiles, rugs, and accessories sold as part of a package.

10.6. Refund Processing (If Applicable)

In cases where a refund is approved (e.g., due to non-production cancellation or verified defect), it will be processed using the same payment method used for purchase.

Refunds are typically completed within 14 business days after approval.

Transaction and bank fees are non-refundable.

10.7. Force Majeure and Production Delays

Grae shall not be held responsible for delays in delivery or production caused by force majeure events, including but not limited to supply chain disruptions, government restrictions, or natural events.

Such delays do not entitle the Customer to cancel or claim compensation.

10.8. Final Sale

By confirming an order and making payment, the Customer acknowledges and accepts that all Grae home products are made to order and therefore non-returnable, non-refundable, and non-exchangeable, except as explicitly stated in this policy.

11. Warrenties

11.1. The Company warrants that Products will conform to their description and be free from major manufacturing defects at delivery.

11.2. No warranty is provided for normal wear and tear, minor variations, or misuse.

11.3. Extended warranties may be offered on specific Products, subject to written agreement.

12. Liability & Force Majeure

12.1. The Company shall not be liable for indirect or consequential losses, including lost profits, loss of use, or reputational damage.

12.2. The Company’s total liability shall not exceed the invoiced value of the disputed Product.

12.3. The Company is not liable for delays or non-performance caused by Force Majeure events, including but not limited to: natural disasters, government restrictions, strikes, pandemics, transport disruptions, or third-party failures.

13. Intellectual Property

13.1. All content on grae.ae, including text, images, logos, designs, and materials, is the intellectual property of Grae.

13.2. Customers may not reproduce, distribute, or use such content without prior written consent.

14. Data Protection

14.1. The Company collects and processes personal data in accordance with its Privacy Policy, available on grae.ae.

14.2. Customer data may be used for order processing, communication, and marketing (if opted in).

15. Governing Law & Jurisdiction

15.1. These Terms are governed by the laws of the United Arab Emirates.

15.2. Disputes shall first be resolved amicably. If unresolved, they shall be referred to the competent courts in the jurisdiction of Grae registration.

16. Final Provisions

16.1. These Terms constitute the entire agreement between the Company and the Customer.

16.2. If any provision is deemed invalid, the remaining provisions shall continue in effect.

16.3. By placing an Order, the Customer acknowledges they have read, understood, and accepted these Terms in full.