Payment Policy
This Payment Policy forms part of the HEDES Terms and Conditions of Sale and Use. It applies to all payments made to HEDES, including bank transfers, deposits, balance payments, quotation based payments, project payments, bespoke order payments, delivery payments, installation payments, warranty service payments, repair payments, and after sales service payments. By placing an order, approving a quotation, paying a deposit, making full payment, accepting an invoice, or authorising any bank transfer to HEDES, the Customer confirms acceptance of this Payment Policy.
HEDES supplies luxury chandeliers, decorative lighting, architectural lighting, LED lighting, bespoke lighting, project luminaires, accessories, spare parts, delivery, installation, and after sales services.Because many HEDES products are high value, delicate, custom made, imported, reserved, produced to order, or connected to project timelines, payment terms are strictly controlled. This Policy defines how payments are accepted, when orders become valid, how deposits are handled, when products may be released, and what happens in cases of late payment, failed transfer, cancellation, or payment dispute.
This Policy must be read together with the HEDES Terms and Conditions of Sale and Use. If there is any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail, unless a signed agreement, approved quotation, or final invoice expressly states otherwise. Any special payment term written in a quotation, invoice, approved project document, or signed agreement shall apply to that specific order.
HEDES currently accepts payment by bank transfer only, unless HEDES confirms another approved payment method in writing. All payments must be made to the official HEDES bank account stated on the invoice, quotation, pro forma invoice, or written payment instruction issued by HEDES. HEDES may refuse any payment that is incomplete, suspicious, unauthorised, made to an incorrect account, sent from an unverifiable source, or inconsistent with the invoice or Customer details.
Customers must make payment only to the official HEDES bank account. HEDES does not ask Customers to transfer money to personal bank accounts, private wallets, personal cards, personal names, or unauthorised third party accounts. The Customer is responsible for verifying that the bank details belong to HEDES before making If the Customer sends payment to an incorrect, fraudulent, personal, or unauthorised account, HEDES shall not be responsible for the loss unless the error was directly caused by HEDES.
Unless otherwise stated, all prices and payments are in UAE dirhams. Where payment is made in another currency and accepted by HEDES, exchange rates, bank charges, transfer charges, intermediary bank charges, conversion charges, and any shortfall are the responsibility of the Customer unless HEDES agrees otherwise in writing. HEDES may require any unpaid shortfall to be settled before confirming the order, releasing the product, arranging delivery, or proceeding with installation.
Prices may include or exclude VAT depending on the product page, quotation, invoice, or applicable law. Where VAT, tax, customs duty, import charge, clearance fee, government fee, destination charge, or other statutory charge applies, the Customer is responsible for paying such amouFor international or Gulf region deliveries outside the United Arab Emirates, customs duties, import taxes, clearance fees, destination handling charges, and local government charges are the responsibility of the Customer unless expressly agreed otherwise in writing.
HEDES makes reasonable efforts to display and communicate accurate prices. Prices may change at any time before order confirmation. A price shown on the website, catalogue, social media page, advertisement, message, or preliminary quotation does not guarantee acceptance of an order unless HEDES confirms the order and receives the required payment. If a product or service is displayed with an obvious pricing error, HEDES may cancel the order and refund any amount paid, or offer the Customer the correct price for approval.
A quotation is valid only for the period stated on the quotation. If no validity period is stated, the quotation is valid for seven calendar days. A quotation may be subject to stock confirmation, supplier confirmation, production capacity, technical approval, site survey, delivery assessment, installation assessment, and payment.HEDES may revise a quotation if the Customer changes the product, size, finish, quantity, delivery location, installation requirement, site condition, project timeline, approved drawing, or technical specification.
HEDES may issue an invoice, tax invoice, pro forma invoice, receipt, or account statement depending on the transaction. The Customer must review the invoice carefully before payment. Payment of an invoice, deposit, or balance amount shall be treated as acceptance of the product, price, payment term, bank details, and order details stated in the relevant document, unless the Customer raises a written correction before payment.
An order is not binding on HEDES until HEDES accepts it in writing, issues an order confirmation, receives the required payment in cleared funds, confirms availability, or begins fulfilment. Submitting an enquiry, approving a quotation, or requesting an invoice does not by itself oblige HEDES to supply the product. HEDES may refuse or cancel an order where payment is incomplete, payment is reversed, stock is unavailable, product information contains an error, fraud is suspected, delivery is not feasible, technical approval is required, or the order is unsuitable for the requested purpose.
For Ready Products, HEDES may require full payment before delivery, collection, release, or installation. HEDES may refuse to reserve, release, dispatch, deliver, or install any Ready Product until full payment has been received in cleared funds.
For Bespoke Products, special orders, imported products, reserved products, custom chandeliers, project luminaires, and Project Orders, HEDES may require a deposit before anyreservation, procurement, design work, drawing preparation, customization, import arrangement, production, assembly, or project coordination begins. The deposit amount shall be stated in the quotation, invoice, payment schedule, or project agreement. Payment of the deposit confirms the Customer’s instruction for HEDES to proceed according to the approved order details.
Unless otherwise agreed in writing, the standard payment structure for Bespoke Products and Project Orders may be: Fifty percent upon order confirmation. Forty percent before shipment, delivery, release, or arrival at the HEDES warehouse. Ten percent before installation, handover, or final completion. HEDES may apply a different payment structure depending on product type, project value, production method, supplier terms, import requirements, project schedule, or Customer profile.
Where a product or service is supplied in phases, HEDES may issue a staged payment schedule. The Customer must pay each stage payment according to the agreed payment schedule. HEDES may suspend the next phase of work, delivery, installation, or service until the relevant stage payment has been received in cleared funds.
The Customer must settle the remaining balance according to the invoice, quotation, payment schedule, or project agreement. HEDES may refuse to ship, release, deliver, install, hand over, or provide final documents until all outstanding amounts have been paid in cleared funds.A product being ready for delivery or installation does not remove the Customer’s obligation to pay the outstanding balance.
Payment is considered received only when cleared funds are credited to the official HEDES bank account. Bank transfer screenshots, payment promises, transfer instructions, remittance slips, or pending transfer confirmations do not constitute cleared funds. HEDES may wait for final bank clearance before confirming the order, releasing products, or scheduling delivery or installation.
The Customer must include the invoice number, quotation number, or order reference in the bank transfer details. If payment cannot be identified because the Customer failed to include the correct reference, order confirmation, delivery, installation, or service may be delayed. HEDES shall not be responsible for delay caused by unclear, incomplete, incorrect, or unidentified bank transfers.
The Customer is responsible for all bank charges, transfer fees, intermediary bank fees, exchange differences, currency conversion costs, and payment shortfalls unless HEDES agrees otherwise in writing. If HEDES receives less than the invoice amount because of bank deductions or currency differences, the Customer must pay the shortfall before the order is confirmed, released, delivered, or installed.
HEDES may require payment verification before confirming any order. This may include confirmation of payer name, bank receipt, invoice reference, source of funds information, corporate authorisation, or any other reasonable verification. HEDES may delay or refuse order fulfilment where payment cannot be verified.
Where payment is made by a company, contractor, consultant, designer, developer, hotel, project owner, or authorised representative, HEDES may request trade licence details, tax details, purchase order, company authorisation, or other documents. The person approving the quotation or payment confirms that they have authority to bind the relevant company or project owner.
HEDES may refuse payment from a third party where the payer identity does not match the Customer, invoice, order, or project record. Where HEDES accepts third party payment, HEDES may request written confirmation, identity verification, proof of authorisation, or source of funds information. Acceptance of third party payment does not create any ownership, refund, warranty, or contractual right for the payer unless HEDES agrees in writing.
HEDES may suspend, review, refuse, or cancel any order where payment appears suspicious, unauthorised, high risk, fraudulent, disputed, reversed, or inconsistent with Customer information. HEDES may request additional verification before proceeding with the order. HEDES may report suspected fraud, misuse, false payment proof, unauthorised payment activity, or attempted bank fraud to banks, authorities, or legal advisers where appropriate.
If payment fails, is rejected, reversed, cancelled, disputed, delayed, partially received, or sent to the wrong account, HEDES may suspend or cancel the order. HEDES is not responsible for delay caused by bank systems, incorrect payment details, transfer errors, insufficient funds, blocked transactions, currency conversion, or third party banking issues.
If the Customer disputes a payment, refund, transfer, invoice, or bank transaction, HEDES may suspend delivery, installation, warranty service, after sales service, and further order fulfilment until the matter is resolved. HEDES may provide invoices, delivery records, installation documents, communication history, photographs, approvals, payment records, and other evidence to banks, legal advisers, or competent authorities where required
If the Customer fails to make payment by the due date, HEDES may suspend production, procurement, drawing work, customization, import arrangement, delivery, installation, after sales service, warranty service, or any further performance. Any delay caused by late payment shall extend the delivery, production, or installation timeline. HEDES may also charge storage, handling, administration, rescheduling, collection, and legal costs where legally permitted
If a product is ready but the Customer has not paid the outstanding balance, HEDES may store the product for a reasonable period. After written notice, HEDES may charge storage, handling, insurance, administration, and rescheduling fees. If non payment continues for more than ninety days, HEDES may cancel the order, retain amounts necessary to cover costs already incurred, and deal with the product at its discretion, subject to applicable law and the specific order terms.
Deposits paid for Bespoke Products, special orders, imported products, reserved products, custom chandeliers, and Project Orders are non refundable once HEDES has begun reservation, procurement, design, drawing, customization, import arrangement, production, assembly, or project preparation, except where refund is required by applicable law.HEDES may retain amounts necessary to cover supplier commitments, design work, project coordination, procurement, production, import, shipping, storage, administration, labour, and other costs already incurred.
Cancellation is governed by the HEDES Terms and Conditions of Sale and Use and the Returns and Exchange Policy. A Ready Product order may be cancelled before delivery only if HEDES has not reserved, packed, dispatched, altered, imported, installed, or specially allocated the product for the Customer. Bespoke Products, special orders, imported products, project orders, and customized products may not be cancelled once HEDES has begun reservation, procurement, design, drawing, customization, import arrangement, production, assembly, or project preparation, except where required by applicable law.
Approved refunds will be processed according to the HEDES Returns and Exchange Policy. Refunds will normally be made by bank transfer to the same Customer account from which payment was received, unless HEDES approves another lawful method in writing. Refund timing depends on internal review, inspection, accounting approval, and bank processing. HEDES may deduct delivery fees, installation fees, collection fees, dismantling fees, repacking costs, storage fees, missing parts, product damage, bank charges, customs duties, import charges, and other permitted costs.
Ownership of products remains with HEDES until full payment of all amounts due has been received in cleared funds. The Customer may not claim ownership, remove, resell, transfer, install, pledge, modify, or dispose of unpaid products without written approval from HEDES.
Risk of loss, damage, theft, breakage, mishandling, or deterioration passes to the Customer upon delivery, collection, handover to the Customer, handover to the Customer’s representative, handover to a contractor, handover to a carrier, or arrival at the agreed site, unless otherwise agreed in writing or required by law. Transfer of risk does not mean transfer of ownership where full payment has not been received.
The Customer may not withhold payment, deduct amounts, delay payment, or set off any claimed amount against amounts due to HEDES unless HEDES agrees in writing or applicable law requires otherwise. Any complaint, warranty claim, service issue, project disagreement, or delivery concern must be handled through the relevant HEDES policy and does not automatically suspend the Customer’s payment obligation.
No employee, salesperson, installer, contractor, designer, agent, or third party may alter payment terms, waive payment, approve delayed payment, promise refund, or change invoice conditions unless confirmed in writing by authorised HEDES management. Only written payment terms issued or approved by HEDES shall be binding.
HEDES may keep payment records, invoices, receipts, bank confirmations, communication history, refund records, credit notes, project account records, and payment dispute documents for legal, accounting, tax, warranty, audit, fraud prevention, and business record purposes.
To the maximum extent permitted by law, HEDES shall not be liable for indirect, incidental, special, commercial, project, reputational, or consequential loss arising from payment delay, failed transfer, payment dispute, refund timing, bank delay, currency conversion, bank error, or Customer payment error.Where limitation is permitted by law, HEDES’ total liability shall not exceed the amount paid by the Customer for the specific product or service giving rise to the claim. Nothing in this Policy excludes liability that cannot be excluded under applicable law.
HEDES may update this Payment Policy from time to time. The Payment Policy applicable to an order is the version in force at the time the order is confirmed, unless a change is required by law or agreed in writing.
For payment, invoice, refund, deposit, bank transfer, or account enquiries, the Customer may contact: HEDES Customer Care [Insert full legal company name] Hedes Building, Sheikh Zayed Road, Dubai, United Arab Emirates Email: [insert email] Telephone and WhatsApp: [insert number] Website: www.hedes.com