Privacy Policy
This Privacy Policy explains how HEDES collects, uses, stores, shares, protects, and manages personal information received through the HEDES website, showroom, online store, enquiry forms, WhatsApp, telephone, email, payment links, quotations, invoices, delivery arrangements, installation services, warranty requests, after sales support, marketing communication, and project consultations. By accessing the HEDES website, submitting an enquiry, placing an order, approving a quotation, making a payment, requesting delivery or installation, contacting HEDES, or using any HEDES service, the Customer acknowledges that they have read and understood this Privacy Policy.
HEDES is the trade name of [insert full legal company name], licensed in the United Arab Emirates under commercial licence number [insert licence number]. Registered address: Hedes Building, Sheikh Zayed Road, Dubai, United Arab Emirates. Customer care email: [insert email] Telephone and WhatsApp: [insert number] Website: www.hedes.com
HEDES respects the privacy of its customers, website visitors, project clients, consultants, designers, contractors, suppliers, and business contacts. This Policy explains what information HEDES may collect, why it is collected, how it may be used, when it may be shared, how it is protected, and what choices may be available to the Customer. This Policy applies to personal information collected online and offline, including information collected through the HEDES website, showroom, events, social media enquiries, WhatsApp,email, telephone, invoices, quotations, project documents, delivery records, installation forms, warranty claims, and after sales communication.
This Privacy Policy must be read together with the HEDES Terms and Conditions of Sale and Use, Delivery and Installation Policy, Returns and Exchange Policy, Warranty and After Sales Policy, Cookie Policy, and any quotation, invoice, project agreement, or consent form issued by HEDES. If there is any conflict between this Privacy Policy and a signed agreement or legally required notice, the signed agreement or legally required notice shall prevail to the extent of the conflict.
Cookie and analytics information. HEDES may also collect any other information reasonably necessary to respond to an enquiry, prepare a quotation, process an order, deliver products, install products, honour warranty, provide after sales service, protect legal rights, or comply with applicable law
- Payment processing
- Shipping services
- Website analytics
- Marketing communications
When a person visits the HEDES website, HEDES may collect technical and usage information. This may include pages visited, time spent on the website, browser type, device type, approximate location, referral source, product pages viewed, forms submitted, cart activity, and interaction with website features. This information may be collected through cookies, analytics tools, ecommerce systems, pixels, server logs, or similar technologies. Further details may be provided in the HEDES Cookie Policy.
When the Customer contacts HEDES through WhatsApp, telephone, email, Instagram, social media, or messaging platforms, HEDES may collect and store the information shared by the Customer.This may include messages, voice notes, photographs, videos, project details, product preferences, site images, delivery information, and communication history. HEDES may use this information to respond to enquiries, prepare quotations, confirm orders, arrange delivery, coordinate installation, provide after sales service, manage complaints, and maintain records.
For bespoke lighting, chandelier installation, villa projects, hotel projects, commercial projects, and custom orders, HEDES may collect additional technical and project information. This may include site measurements, ceiling photographs, electrical points, access details, building rules, contractor contact details, consultant contact details, designer contact details, installation schedules, approved drawings, project correspondence, and handover documents. This information is collected to assess technical suitability, prepare quotations, coordinate delivery, arrange installation, reduce site risk, and support after sales service.
HEDES may collect payment related information necessary to process orders, issue invoices, confirm transactions, handle refunds, and maintain accounting records. Online card payments may be processed through approved payment gateways or banking partners. HEDES does not intentionally store full card numbers, card security codes, or complete sensitive payment credentials on its own systems unless processed through lawful and secure payment systems. Payment providers, banks, and gateways may process payment information according to their own terms and privacy policies.
HEDES may use personal information for the following purposes: To respond to enquiries. To prepare quotations. To process orders.To issue invoices. To confirm payments. To arrange delivery. To arrange installation. To verify site readiness. To communicate with the Customer. To provide warranty support. To provide after sales service. To manage returns and exchanges. To arrange repairs and maintenance. To process complaints. To improve customer service. To improve the website. To personalise customer communication. To prevent fraud. To protect HEDES legal rights. To comply with legal, tax, accounting, and regulatory obligations. To send marketing communication where permitted. To maintain business records. To support luxury project coordination.
HEDES may process personal information where it is necessary to respond to a Customer request, perform a contract, prepare a quotation, process an order, deliver products, install products, provide warranty service, comply with legal obligations, protect legitimate business interests, prevent misuse or fraud, or where the Customer has provided consent. Where HEDES relies on consent, the Customer may withdraw consent where applicable by contacting HEDES.Withdrawal of consent shall not affect processing already carried out lawfully before withdrawal. Certain information may still be required where HEDES must complete an order, comply with law, keep accounting records, manage warranty history, protect legal rights, or fulfil contractual obligations.
HEDES may send marketing communication about collections, launches, events, offers, private appointments, design updates, luxury lighting services, and related products where permitted by law and where the Customer has consented or otherwise agreed to receive such communication. The Customer may unsubscribe or request removal from marketing lists at any time by using the unsubscribe method provided or by contacting HEDES Customer Care. HEDES will not sell Customer personal information to third parties for independent marketing.
HEDES may share personal information only where reasonably necessary for business, legal, operational, payment, delivery, installation, or service purposes. This may include sharing information with: Payment gateways. Banks. Delivery partners. Installation teams. Technicians. Suppliers. Manufacturers. Warehouse providers. IT providers. Website hosting providers.Ecommerce platforms. Analytics providers. Marketing service providers. Professional advisers. Accountants. Auditors. Legal advisers. Insurance providers. Government authorities where required by law. Building management or security where required for access. Consultants, designers, contractors, or project representatives where authorised or necessary for a project. HEDES will share only the information reasonably required for the relevant purpose.
Some services used by HEDES may be provided by third parties. These may include website systems, hosting services, ecommerce platforms, payment gateways, delivery companies, CRM systems, email services, analytics tools, cloud storage, advertising platforms, and technical support providers. HEDES expects such providers to handle personal information with reasonable confidentiality and security and only for the agreed purpose.
Some personal information may be processed or stored outside the United Arab Emirates where HEDES uses international service providers, cloud systems, ecommerce platforms, payment processors, suppliers, manufacturers, logistics providers, or technical service providers. Where personal information is transferred internationally, HEDES will take reasonable steps to ensure that the information is handled with appropriate protection, subject to applicable law.
HEDES takes reasonable administrative, technical, and organisational measures to protect personal information against unauthorised access, loss, misuse, disclosure, alteration, or destruction. These measures may include restricted access, secure systems, password protection, payment gateway security, staff awareness, system monitoring, and limited access to customer information according to business need. However, no website, messaging platform, email system, internet transmission, payment system, or electronic storage method can be guaranteed completely secure.
HEDES keeps personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required for legal, accounting, tax, warranty, after sales, project, dispute, audit, fraud prevention, or business record purposes. Order, invoice, project, delivery, installation, warranty, and complaint records may be retained for longer periods where necessary to protect HEDES legal rights or comply with applicable law. When information is no longer required, HEDES may delete, anonymise, archive, or securely restrict it according to internal procedures.
Subject to applicable law, the Customer may have the right to request information about the personal data held by HEDES, request correction of inaccurate information, request deletion where legally available, withdraw consent where processing is based on consent, object to certain processing, restrict certain processing, or request transfer of data where applicable. These rights may be subject to legal limits, contractual obligations, accounting requirements, warranty records, fraud prevention needs, dispute records, and other lawful grounds. To make a request, the Customer may contact HEDES Customer Care using the contact details stated in this Policy.
The Customer is responsible for providing accurate and updated information. HEDES is not responsible for delivery failure, communication failure, wrong invoice details, wrong installation address, project delay, service delay, or missed communication caused by inaccurate or outdated information provided by the Customer. The Customer should contact HEDES promptly if any information changes. 19-Children’s Privacy The HEDES website and services are intended for adults and business customers. HEDES does not knowingly collect personal information from children without appropriate consent from a parent or legal guardian. If HEDES becomes aware that it has collected information from a child without appropriate consent, HEDES may delete or restrict such information where required.
The HEDES website and services are intended for adults and business customers. HEDES does not knowingly collect personal information from children without appropriate consent from a parent or legal guardian. If HEDES becomes aware that it has collected information from a child without appropriate consent, HEDES may delete or restrict such information where required.
The HEDES website may use cookies and similar technologies to improve website performance, remember preferences, analyse traffic, support ecommerce functions, measure marketing performance, and improve customer experience. Certain cookies may be necessary for website operation, while others may be used for analytics or marketing where permitted. Further details may be provided in the HEDES Cookie Policy.
The HEDES website may contain links to third party websites, social media pages, payment gateways, delivery platforms, or external services. HEDES is not responsible for the privacy practices, security, content, or policies of third party websites or platforms. The Customer should review the privacy policy of any third party service before using it.
When the Customer interacts with HEDES through social media platforms, the platform may also collect and process information according to its own privacy policy.HEDES is not responsible for how social media platforms collect, use, store, or share user information.
HEDES may keep records of communication with Customers for service quality, order management, dispute handling, training, warranty support, legal protection, and business record purposes. Communication through WhatsApp, email, telephone, social media, forms, and showroom records may be retained where necessary for these purposes.
If HEDES undergoes restructuring, merger, acquisition, sale of business, transfer of assets, or change of ownership, personal information may be transferred as part of that transaction, subject to applicable law and reasonable confidentiality safeguards.
HEDES may disclose personal information where required by law, court order, government authority, regulator, police request, tax authority, customs authority, consumer protection authority, or other competent body. HEDES may also disclose information where necessary to protect its rights, enforce its Terms and Conditions, recover debts, prevent fraud, investigate misuse, defend claims, or protect the safety of Customers, employees, contractors, or property.
For privacy enquiries, correction requests, marketing opt out requests, consent withdrawal, or personal data requests, the Customer may contact: HEDES Customer Care [Insert full legal company name] Hedes Building, Sheikh Zayed Road, Dubai, United Arab Emirates Email: [insert privacy email or customer care email] Telephone and WhatsApp: [insert number]Website: www.hedes.com
HEDES may update this Privacy Policy from time to time to reflect changes in law, business operations, website features, technology, customer service, or data protection practices. The updated version will be published on the HEDES website with the effective date. Continued use of the HEDES website or services after publication of the updated Policy means the Customer acknowledges the updated Policy.
This Privacy Policy may be published in English and Arabic. Where Arabic is required by applicable UAE law for consumer information or related documentation, Arabic may be provided alongside English. If there is any conflict between language versions, the legally reviewed version approved for publication shall prevail, unless applicable law requires otherwise.