GENERAL TERMS AND CONDITIONS OF SALE

ABOUT OUR TERMS AND CONDITIONS

This page provides information about who we are and the legal terms and conditions that may apply to your use of shopping services on the Platform as a registered user and any product or service you order from it.

Please read these Terms and Conditions carefully before you start to place your order.

PART A: INFORMATION ABOUT THE PLATFORM

Ownership of Platform and Fulfillment of Orders

Platform Ownership

The Platform www.panasonic.com/ae (“Platform”) is owned and operated by Panasonic Marketing Middle East & Africa FZE (“PMMAF”), whose registered address is Plot S21501, P.O. Box 17985, Jebel Ali, Dubai, UAE. By accessing and using the Platform, you acknowledge that PMMAF is the entity providing the platform through which products and services are displayed and offered for sale.

1. Order Fulfillment
   
   

While PMMAF owns and manages online shopping services on the Platform, all orders placed through the Platform will be processed, fulfilled, and managed by Al Futtaim Panatech LLC, the authorized distributor of PMMAF for U.A.E, whose registered address is P.O. Box 531, Dubai, U.A.E (“Al Futtaim Panatech”), an independent third party from PMMAF.  Al Futtaim Panatech will be responsible for all aspects of sales and order fulfillment, including but not limited to:

1. • Invoicing: Payment will be made to Al Futtaim Panatech, and Al Futtaim Panatech will issue all invoices related to your purchase.
   • Delivery: Al Futtaim Panatech will arrange and manage the delivery of purchased items to the address provided via Platform during the checkout process.
   • Installation: If applicable, Al Futtaim Panatech will provide and manage any installation services associated with the purchased products.
   • Warranty: Al Futtaim Panatech will handle all warranty claims and related services in accordance with the warranty terms provided at the time of purchase.
   • After-Sales Support: Al Futtaim Panatech will provide customer support for any issues following the purchase, including returns, exchanges, and troubleshooting.
2. Customer Support
   For any issues regarding the fulfillment of your order, including delivery, installation, warranty, or after-sales support, you agree to contact PMMAF who will then liaise with Al Futtaim Panatech.

If you want to ask us anything about our terms and conditions, or if you want to file a claim regarding an order or delivery, then please contact customer support from the Platform.

PART B: GENERAL TERMS AND CONDITIONS OF SALE

These general terms and conditions of sale (“General Terms and Conditions of Sale”) apply to any order you place through the Platform. These General Terms and Conditions of Sale apply regardless of how you access the Platform, including via any technologies or devices by which PMAAF makes the Platform available to You at home or on the move. You must read these General Terms and Conditions of Sale carefully. By placing an order through the Platform, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale in their entirety, and you agree to be bound by them. If you do not agree to these General Terms and Conditions of Sale in their entirety, you must not order any product or service through the Platform.

Please find below information regarding:

• Contractual partner
• Opening an account and placing an order
• Acceptance of your order
• Payment
• Delivery and Collection
• Changes to your order
• Our Returns and Refund policy
• Damaged or incorrectly supplied products
• Product and service description
• Liability
• Assignment, waiver and third-party rights
• Information about Online Dispute Resolution and Alternative Dispute Resolution
• Applicable law

 Contractual partner

Aramex is our fulfilment partner and will be the company that we contract with for delivery services of small items and Al Futtaim Panatech Logistics department will arrange delivery of large appliances.

Opening an Account and Placing an Order

To place an order, you are required to open an account with the Platform (“Your Account”) which will require you to provide some compulsory personal information.

Please see the Privacy and Cookie Policy on the Platform for more information on what personal information is stored and how that personal information will be used.

When you create an account, the Platform may provide you with and/or ask you to use passwords or other means to allow you to access certain areas of the Platform and/or to maintain your account security. It is your responsibility to maintain the confidentiality of your password and account information. Al Futtaim Panatech shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your password or account. Should you become aware of or suspect any unauthorised use of your password or account, please contact the customer support number of the Platform. Al Futtaim Panatech will use the details  which you have entered in your account creation  for billing and delivery of the order you have placed on the Platform  If Al Futtaim Panatech is suspicious of any fraudulent activity coming from your account, it can reserve the right to refuse to execute your order.

 Acceptance of your order

Please note that completion of the online checkout process does not constitute our acceptance of your offer to purchase products or services from us. We will notify you by email as soon as possible to acknowledge that we have received and are processing your order. Our acceptance of your order will take place only when you receive a notification email of order confirmation and dispatch of the product(s) or on commencement of the services that you ordered from us. This will be no later than 1 week after we have received payment from you. Prior to dispatch of the product(s) or commencement of the services, Al Futtaim Panatech has the right to decline an order for any reason including but not limited to any error on platform which may affect your order, if the products or services are unavailable or due to legal and regulatory reasons.

The duration of the sales contract between Al Futtaim Panatech and you will start from when we confirm the order and last until the last day of your right to return the products as per return policy, or with regard to services, from commencement of the services until the full performance of the services, subject to a warranty period.

We will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE

If Al Futtaim Panatech cannot supply you with the product or service you ordered, we will not confirm your order and inform you of this in writing (via email) and, if you have already paid for the product or service, we will refund you in full as soon as reasonably possible, but in any event no later than 30 days after receipt of your payment. If any products become unavailable from time to time, we may offer you alternative products of similar value and style.

If the fulfilment of an order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, Al Futtaim Panatech and Aramex have the right to stop or cease to fulfil the order at any time, including after dispatch of products and/or notification to you that the order has been received and is being processed. You acknowledge that Al Futtaim Panatech and Aramex shall not incur any liability in such circumstances.

Payment

Accepted Payment Methods

You may pay by debit card, credit card or another alternative payment method specified as part of the checkout process and will receive an invoice to the registered email with Your Account in English or Arabic. Al Futtaim Panatech may change the available payment options at any time, but this will not affect any existing order. The availability of a certain payment method may depend on your geographical location. We do not store your payment details on our servers. We accept payments online using Visa and MasterCard credit/debit card in AED (or any other agreed currency)”. The logo of the accepted cards is to be mentioned on their Home page and on their Payment check out page.       

Payment

If you place an order on the Platform, then you acknowledge and agree that: (i) Al Futtaim Panatech will charge you through the payment method you have selected for your order in the Platform and such other amounts that may accrue in connection with the order; (ii) that you will provide valid and current information for (a) yourself and (b) if applicable, another person, but only if you have first obtained their express consent to do so; (iii) that Al Futtaim Panatech may use tools, software or services of payment processors to process transactions on their behalf; and (iv) if your payment is not received by Al Futtaim Panatech for any reason from your card issuer, you agree to promptly pay all amounts due upon request and using the method that Al Futtaim Panatech reasonably prescribes.

All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties

Currency

The price of products and services mentioned on a site will be in the respective local currencies of the country that the site is based in.

Taxes

All prices on the Platform are inclusive of VAT. Customer will be issued with a Tax Invoice.

Delivery and Collection

Delivery (including delivery charges and timescales)

Our prices are inclusive of delivery charges (inclusive of VAT) and timescales vary depending on the type of products ordered, the service you select and the delivery address. You’ll find the list of below non serviceable areas where we cannot execute our deliveries.

Al Aman, Al Kifefah, Al Lissaily, Al Maiarid, Al Mania, Bu Ghar, Dalma Island, Jananah Island, Lulu Island, Qareen Al Aish, Qutuf, and Ras Ghurb Island.

If no fixed date or timeline has been agreed upon, our standard deliveries are performed within a maximum period of 2 working days.

Please note that certain products and services may be subject to alternative delivery charges, restrictions and/or timescales. If delivery cannot be made to a customer due to the customer not being present at the address at the time allotted by the carrier or if a customer refuses to accept the products, Al Futtaim Panatech reserves the right to deduct the cost for returning products to Al Futtaim Panatech return center from the customer’s refund for the order.

Title and all risks in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address.

Delivery includes standard installation for major domestic appliances such as refrigerators, washing machine & room air conditioners. Standard installation doesn’t include any removal of old appliances, electrical wiring or plumbing. As for air conditioners, standard installation includes piping not exceeding 5mtr.

Delays

Where the supply of your product(s) or service(s) is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed but shall be under no liability to you for such delay or failure. For the avoidance of doubt, this paragraph does not exclude or affect in any way any statutory right that is afforded to you to cancel an order when a product or service is delayed or not provided.

Our Returns and Refund Policy

Items in their original tags, labels & packaging, and in perfect condition can be returned for refund within 7 days from the date of delivery for full price items, with an original receipt, and original packing.

If any refund or exchange is sought you will need to bring the appropriate proof of payment:  Apple Pay mobile phone or credit card or debit card used in the transaction, or the relevant original card slip.

Refunds will be processed in accordance with the original payment method or credited to the original account. In the event that an exchange or refund results in the inability to fulfill the terms of the original promotion, the customer will be required to pay the difference in price and return any free gift(s) received as part of the promotion.

The following items are excluded from our returns, refund & exchange policy: gift vouchers, damaged items, items with “non-refundable” mark, products related to personal hygiene such as trimmers, shavers, epilators etc. and consumable materials such as batteries.

In case of any disputes, Al Futtaim Panatech reserves the right of final decisions.

Refunds

2. Refund Process:

2.1. Refunds will be initiated promptly upon the completion of the return process and in accordance with the specified refund method within 14 days.

3. Non-Transferability:

3.1. Refunds are non-transferable and will be processed only to the card associated with the original order.

To return your items under our refund policy, please contact customer support who will arrange a free pick-up of your item/items from your location (delivery T&C’s above apply).

Please note that you may have cancellation rights governed by local legislation. Nothing in these General Terms and Conditions of Sale will affect these statutory rights.

Exclusions from the return and refund policy

The following items are excluded from our returns, refund & exchange policy: gift vouchers, damaged items, items with “non-refundable” mark, products related to personal hygiene such as trimmers, shavers, epilators etc and consumable materials such as batteries.

Damaged or incorrectly supplied products

You should check all products you receive against your order as soon as delivered. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by phone or email only) within 7 days from the date of delivery. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.

In the case of damaged or incorrectly supplied goods, we will offer you an exchange or refund. Any refunds will be given by Al Futtaim Panatech and will be made to the mode of payment used when purchase was made and will be subject to our right to withhold amounts for products which are damaged on return or for which we arrange collection.

Product and service descriptions

We have taken reasonable precautions to try to ensure that prices quoted on the Platform are correct and that all products and services have been fairly described. However, when ordering products or services through the Platform, please note that:

• orders will only be accepted if there are no material errors in the description of the goods or services or their prices as advertised on the Platform;
• all prices are displayed in your local currency and local tax where applicable unless expressly indicated otherwise;
• packaging may vary from that shown on the Platform;
• the weights, dimensions and capacities shown on are approximate only; and
• whilst we try to display the colours of our products accurately on the Platform, the actual colours you see will depend on your monitor and we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the product on delivery.

Please note that all items are subject to availability. If the product(s) you have ordered are not available we will dispatch your order without this item(s). You will not be charged for any undelivered item. You can verify this by checking the invoice that will be sent to you prior to the item(s) being dispatched.

Legal Compliance

You agree that you will not use, sell or supply any product(s) or service(s) purchased from the Platform in an unlawful manner and, in particular, will comply with all export controls and sanctions rules.

Liability

Nothing in these General Terms and Conditions of Sale limits our liability for personal injury or death caused by our negligence, fraud or any matter that cannot be limited or excluded by law. Nothing in these General Terms and Conditions will affect your statutory rights and, in particular, we will perform our obligations under these General Terms and Conditions of Sale with reasonable care and skill.

Al Futtaim Panatech provides you with a limited warranty to the products purchased via the Platform. you can contact customer support for a repair or replacement or, where this is not possible, for a refund subject to warranty conditions.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these General Terms and Conditions of Sale. We will not be liable to you if we are prevented or delayed from complying with our obligations under these General Terms and Conditions of Sale by anything you (or anyone acting on your behalf) does or fails to do or due to events which are beyond our reasonable control.

You must follow any advice Al Futtaim Panatech and/ or PMMAF give you to keep products we supply to you safe (including any instructions or product manuals provided with the products). We cannot accept liability for damage to products we have supplied which is caused by your failure to follow this advice.

In any event we will not be liable for any losses related to any business of yours including (without limitation) lost data, lost profits, lost revenues or business interruption.

PART C: Legal Terms

Exclusions of liability

Except as expressly provided in these Terms and Conditions, we exclude all representations, warranties, conditions and terms (whether express or implied by statute, common law or otherwise) to the fullest extent permitted by law. We accept no liability for any losses or damages which are not reasonably foreseeable arising out of or in connection with these Terms and Conditions or your use of the Platform.

These exclusions shall be governed by and construed in accordance with the law of the Dubai and the United Arab Emirates. If any provision of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Nothing in these Terms and Conditions shall exclude or limit our liability for personal injury or death caused by our negligence. In addition, these Terms and Conditions shall not limit or exclude any other liability that we are not permitted to limit or exclude under applicable law.

Other legal notices

There may be legal notices on other areas of the Platform which relate to your use of the Platform, all of which will, together with these Terms and Conditions govern your use of the Platform.

Assignment and Third-Party Rights

You may not assign or sub-contract any of your rights or obligations under these Terms and Conditions to any third party unless we agree in writing.

We may assign, transfer or sub-contract any of our rights or obligations under these Terms and Conditions to any third party at our discretion. However, where we have engaged a third party to perform part of the contract with you, we remain liable towards you for the full performance of our agreement and also for the performance by the third party.

Only you, and Al Futtaim Panatech shall be entitled to enforce these Terms and Conditions. No third party shall be entitled to enforce any of these Terms and Conditions, by virtue of applicable local legislation.

Waiver

No relaxation or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as waiver of that right or remedy or shall affect our ability to subsequently exercise that right or remedy. Any waiver must be agreed by us in writing.

Severability

If any of these Terms and Conditions are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these Terms and Conditions shall remain in full force and effect.

Entire Agreement

These Terms and Conditions and any document expressly referred to in them set out the entire agreement between you, and us and supersede any and all prior terms, conditions, warranties and/or representations to the fullest extent permitted by law.

Law, jurisdiction and language

Any matters that arise out of your purchase on the Platform (including any contract entered between you and us through the Platform or any dispute arising from payments, sales, refund, deliveries, taxes etc) shall be governed by the laws of Dubai and the United Arab Emirates and subject to the jurisdiction of the courts of Dubai. All contracts for the purchase and sale of the products and services from the Platform shall be concluded in the language of these Terms and Conditions.

Changes to these Terms and Conditions

We reserve the right to change and update these Terms and Conditions from time to time and recommend that you revisit this page regularly to keep informed of the current Terms and Conditions that apply to your use of the Platform. In the event of a change or an update to these Terms and Conditions we will flag it in an appropriate way on the Platform. By continuing to access, browse and use the Platform, you will be deemed to have agreed to any changes or updates to our Terms and Conditions.