1-Deposit and Cancellation
Deposits paid for Bespoke Products, special orders, imported products, reserved products, and Project Orders are non-refundable once HEDES has begun reservation, procurement, drawing, design work, production, customization, import arrangement, or project preparation, except where refund is required by applicable law.
If the Customer cancels after HEDES has incurred costs, HEDES may retain all costs incurred, including design, administration, supplier commitment, production, material, import, shipping, storage, technical, and labour costs.
For Ready Products, cancellation may be accepted before dispatch or delivery only if the product has not been reserved, packed, shipped, installed, altered, or allocated for the Customer.
2-Late Payment
If the Customer fails to pay any amount due, HEDES may suspend delivery, installation, warranty service, after sales service, production, procurement, or any further work without being considered in breach.
HEDES may also charge storage, handling, rescheduling, administrative, legal, or collection costs where permitted by law. Any delay in payment shall automatically extend the delivery, production, or installation timeline.
3-Retention of Ownership
Ownership of products remains with HEDES until full payment of all amounts due has been received in cleared funds.
Risk of loss, damage, theft, 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.
4-Availability
All products are subject to stock, supplier availability, production capacity, import status, and prior sale. If a product becomes unavailable after order placement, HEDES may offer a revised timeline, alternative product, or credit note.
HEDES shall not be liable for losses caused by product unavailability, supplier delay, shipping delay, customs delay, production limitation, or circumstances outside HEDES control.
5-Bespoke Products
Bespoke Products are produced or adapted specifically for the Customer and are not eligible for cancellation, return, exchange, or refund once confirmed, except where required by law or where HEDES confirms a material defect that cannot be resolved.
Any change requested after approval may result in additional cost, revised drawings, revised delivery time, or technical limitation.
The Customer accepts reasonable variations in handmade work, finish, crystal tone, dimension, balance, assembly, and lighting effect.
6-Drawings and Approvals
All drawings, specifications, layouts, and technical documents must be approved by the Customer or authorised representative before production.
Approval shall be treated as final approval for manufacturing. Any delay in approval may extend production and delivery timelines.
HEDES is not responsible for errors caused by incorrect measurements, site conditions, or information provided by the Customer or third parties.
7-Site Readiness
The Customer must ensure the site is fully ready before delivery or installation, including ceiling strength, electrical points, access, permits, and safety conditions.
If the site is not ready or differs from provided information, HEDES may postpone work and charge additional costs for waiting time, transport, storage, or repeat visits.
8-Installation
Installation is provided only if agreed in writing and may be subject to technical approval and full payment.
HEDES may refuse installation if conditions are unsafe or unsuitable. Any third-party installation voids responsibility for resulting damage or defects.
9-Delivery
Delivery dates are estimates unless confirmed in writing. The Customer must provide accurate delivery information and ensure availability at the time of delivery.
Failed delivery due to incorrect information, absence, or site unreadiness may result in additional charges.
10-Inspection Upon Delivery
The Customer must inspect products upon delivery. Visible damage or missing items must be reported within 48 hours with supporting evidence.
Failure to report within this period may affect eligibility for claims where legally permitted.
11-Returns for Ready Products
Ready Products may be returned within 7 days of delivery only if unused, uninstalled, undamaged, and in original packaging.
HEDES may reject returns that do not meet condition requirements. Delivery and handling costs are non-refundable unless due to HEDES error.
12-Non-Returnable Products
Bespoke Products, special orders, installed products, customized items, electrical components, spare parts, consumables, and project orders are not eligible for return unless required by law.
13-Exchanges
Exchanges may be allowed for eligible Ready Products depending on stock availability and inspection approval.
14-Refunds
Approved refunds will be processed via the original payment method where possible. Deductions may apply for services already performed, handling, transport, or damages.
15-Warranty
Products are covered against manufacturing defects for the stated warranty period. Warranty begins from delivery, installation, or collection date.
Warranty excludes misuse, improper installation, electrical issues, environmental damage, and third-party interference.
16-Warranty Claims
All claims must include proof of purchase and supporting evidence. HEDES may inspect products before approving any claim.
If issues are caused by excluded factors, inspection and repair may be chargeable.
17-Limitation of Liability
HEDES is only liable for direct losses arising from confirmed breaches. HEDES is not responsible for indirect, commercial, or consequential losses.
Total liability shall not exceed the amount paid for the specific product or service.
18-Force Majeure
HEDES is not responsible for delays or failure caused by events beyond reasonable control including supplier delays, shipping issues, government actions, or natural disasters.
19-Intellectual Property
All HEDES designs, drawings, images, concepts, and brand materials remain the property of HEDES and may not be copied or used without permission.
20-Governing Law
This Policy is governed by the laws of the United Arab Emirates and the Emirate of Dubai. Disputes shall be subject to Dubai courts unless otherwise required by law.
21-Contact
For enquiries, contact HEDES Customer Care via the official website: www.hedes.com
This Delivery and Installation Policy forms part of the HEDES Terms and Conditions of Sale and Use. It applies to all deliveries, collections, installations, site visits, project supplies, bespoke lighting orders, online purchases, showroom purchases, payment link purchases, quotation based orders, and any product or service supplied by HEDES. By placing an order, approving a quotation, paying a deposit, accepting delivery, or permitting installation to proceed, the Customer confirms acceptance of this Policy.
1-Purpose
HEDES supplies luxury chandeliers, decorative lighting, architectural lighting, LED lighting, bespoke lighting, and related products for private residences, villas, palaces, hotels, commercial spaces, showrooms, and special projects. Because many HEDES products require careful handling, technical coordination, secure access, ceiling suitability, electrical readiness, and professional installation, this Policy definesthe responsibilities of HEDES and the Customer before, during, and after delivery or installation.
2-Relationship with the Terms and Conditions
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 delivery, installation, storage, project, or site condition written in a quotation, invoice, approved drawing, or signed agreement shall apply to that specific order.
3-Delivery Service
HEDES may provide delivery within the United Arab Emirates and selected Gulf region destinations, subject to product availability, logistics approval, destination restrictions, customs rules, access conditions, and technical suitability. Delivery outside the United Arab Emirates is subject to written approval by HEDES. International or Gulf deliveries may require additional charges for packing, customs documentation, freight, insurance, handling, clearance, local taxes, duties, storage, and destination delivery. Unless expressly agreed in writing, HEDES is not responsible for customs duties, import taxes, destination clearance charges, local government fees, or third party charges outside the United Arab Emirates.
4-Delivery Timelines
Any delivery date or delivery period provided by HEDES is an estimate unless expressly confirmed in writing as a fixed date. Delivery timelines may be affected by product availability, production schedules, supplier timelines, customs clearance, shipping delays, payment delays, Customer approvals, site readiness, access restrictions, public holidays, weather conditions, government procedures, or circumstances beyond the control of HEDES.HEDES shall not be liable for indirect loss, project delay, opening delay, contractor delay, rent loss, business loss, reputational loss, or any consequential loss caused by delivery delay, unless such liability cannot be excluded under applicable law.
5-Product Release
HEDES may refuse to release, dispatch, deliver, or install any product until all required payments have been received in cleared funds. For Ready Products, full payment may be required before delivery or collection. For Bespoke Products, special orders, imported products, and Project Orders, HEDES may require full payment of the agreed balance before shipment, release, delivery, installation, or handover. Any delay in payment shall automatically extend the delivery and installation timeline.
6-Delivery Information
The Customer must provide complete and accurate delivery information before dispatch is arranged. This includes the full delivery address, contact person, telephone number, location pin where required, building name, villa number, floor number, access instructions, security requirements, parking information, service lift availability, working hour restrictions, community access rules, permit requirements, and the name of the authorised receiving person. HEDES is not responsible for failed delivery, delay, additional cost, product risk, or rescheduling caused by incomplete, incorrect, or late information provided by the customer.
7-Authorised Receiving Person
The Customer must ensure that an authorised person is present at the delivery location to receive the product, inspect the packaging, sign the delivery document, and provide access where required. Delivery to a Customer representative, family member, employee, contractor, building reception, security desk, project manager, consultant, designer, or authorised site person shall be treated as delivery to the Customer.Once the product is delivered to the authorised location or authorised person, the Customer is responsible for the product, unless otherwise required by law or agreed in writing.
8-Failed Delivery
If delivery cannot be completed because the Customer is unavailable, the address is incorrect, access is refused, permits are missing, the balance payment is unpaid, the site is not ready, the building does not allow entry, parking is unavailable, the service lift is not accessible, or the receiving person is absent, HEDES may charge additional fees. These fees may include redelivery, labour, vehicle cost, waiting time, handling, storage, administration, and rescheduling charges. A failed delivery does not cancel the Customer’s payment obligation.
9-Delivery Access
The Customer is responsible for ensuring safe and suitable access for the delivery team. This includes sufficient doorway width, lift size, stair access, corridor clearance, parking, loading area, service lift permission, security approval, community access, and site permission. If special lifting, external hoisting, crane service, scaffolding, additional manpower, building permit, police permit, or special access equipment is required, this must be disclosed before delivery and may be charged separately. HEDES may refuse delivery where access is unsafe, restricted, unsuitable, or likely to damage the product, property, building, or persons.
10-Inspection Upon Delivery
The Customer or authorised receiving person must inspect the packaging and product upon delivery. Any visible damage to packaging, missing items, wrong quantity, or apparent issue must be recorded immediately and reported to HEDES in writing with photos, videos, invoice copy, and delivery note.Visible delivery concerns should be reported as soon as possible and preferably within forty eight hours of delivery. Failure to report visible issues promptly may affect the Customer’s claim, especially where the product has been moved, unpacked, stored, handled, installed, or altered by third parties after delivery.
11-Risk After Delivery
Risk of loss, damage, theft, breakage, mishandling, deterioration, or site related damage 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. After delivery, HEDES is not responsible for damage caused by improper storage, movement by third parties, construction works, dust, moisture, impact, mishandling, electrical works, contractor activities, ceiling works, painting, cleaning, water leakage, fire, humidity, or site conditions.
12-Storage After Product Readiness
If a product is ready for delivery or installation and the Customer delays delivery, collection, site readiness, access approval, payment, or installation scheduling, HEDES may store the product for a reasonable period. After written notice, HEDES may charge storage, handling, insurance, administration, or rescheduling fees. If delay 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.
13-Installation Service
Installation is provided only where expressly agreed in writing. Installation may be included in the quotation, charged separately, or excluded depending on the product, location, ceiling condition, project requirement, and site complexity. HEDES may require a site visit, photographs, drawings, ceiling details, electrical information, access details, or contractor confirmation before approving installation.HEDES may refuse or postpone installation where the site is unsafe, incomplete, inaccessible, technically unsuitable, structurally uncertain, electrically unsafe, or different from the information provided by the Customer.
14-Site Readiness
The Customer must ensure that the site is fully ready before the installation team arrives. Site readiness includes completed ceiling work, confirmed fixing point, suitable ceiling support, completed electrical points, correct power supply, clean working area, safe access, available parking, working permits, service lift access, building approval, sufficient lighting, and the presence of an authorised person for decisions and sign off. The installation area must be clear of furniture, fragile items, loose materials, construction debris, wet paint, active civil works, and any obstruction that may delay or endanger the installation.
15-Ceiling and Structural Responsibility
The Customer is responsible for ensuring that the ceiling, slab, fixing point, support structure, hook, bracket, beam, false ceiling, or any supporting surface is strong enough and suitable for the product. HEDES does not accept responsibility for ceiling weakness, hidden structural defects, false ceiling failure, poor contractor work, incorrect support points, concealed damage, unsuitable anchors, building movement, or any condition that existed before installation. If ceiling reinforcement, civil work, metal support, access panel, gypsum modification, structural calculation, or contractor work is required, the Customer must arrange it separately unless HEDES has expressly agreed in writing to provide or coordinate such work.
16-Electrical Readiness
The Customer is responsible for ensuring that the electrical supply, wiring, switches, dimmers, drivers, circuits, load capacity, earthing, voltage, and electrical points are safe, suitable, and compliant with applicable standards. HEDES is not responsible for electrical faults, voltage fluctuation, power surge, short circuit, wrong dimmer, wrong driver, weak wiring, poor earthing, overloaded circuit, third party electrical work, or hidden electrical defects.If additional electrical work is required, HEDES may refuse installation until the issue is corrected by the Customer’s qualified electrician or by a service agreed separately in writing.
17-Scope of Installation
Unless expressly stated in writing, HEDES installation does not include civil works, structural reinforcement, ceiling cutting, gypsum repair, painting, marble work, carpentry, major electrical modification, concealed wiring, scaffolding, crane service, external hoisting, authority permits, or removal of existing fixtures. If such work is required, it must be arranged by the Customer at the Customer’s cost. Any additional work requested on site may require a separate quotation and written approval before it begins.
18-Third Party Works
If the Customer appoints contractors, electricians, interior designers, consultants, project managers, building maintenance teams, or any third party to prepare the site, move products, install products, alter products, repair products, reconnect products, or dismantle products, HEDES shall not be responsible for any resulting defect, damage, delay, failure, safety issue, or warranty loss. Unauthorised handling, movement, repair, alteration, dismantling, or installation by third parties may void the product warranty and installation warranty.
19-Rescheduling Installation
If installation cannot proceed because the site is not ready, access is refused, electrical points are incomplete, ceiling support is unsuitable, payment is pending, permits are missing, the Customer representative is absent, or the working conditions are unsafe, HEDES may reschedule the installation. Additional charges may apply for labour, transport, waiting time, storage, equipment, administration, and repeat visits.
20-Installation Completion
After installation, the Customer or authorised representative may be asked to inspect the installed product and sign a completion note, delivery note, installation form, or handover document.Signing confirms that the installation has been completed in visible and functional condition, except for any written remarks recorded at the time of completion. If the Customer or authorised representative is unavailable to sign, HEDES may treat installation as completed where the product has been installed, photographed, tested where possible, and left safely at the agreed location.
21-Product Testing
Where possible, HEDES may test the product after installation. Testing depends on the availability of safe electrical supply, completed wiring, switches, drivers, dimmers, and site readiness. If testing cannot be completed because the electrical supply is unavailable, unsafe, incomplete, or controlled by a third party, HEDES may complete installation without final electrical testing. Any later visit may be chargeable unless the issue is confirmed to be caused by HEDES.
22-Damage During Installation
HEDES will take reasonable care during delivery and installation. However, HEDES is not responsible for pre existing damage, weak ceilings, poor wall conditions, fragile finishes, concealed defects, unsafe site conditions, third party works, loose marble, weak plaster, wet paint, dust contamination, hidden wiring, hidden pipes, or conditions not visible before installation. The Customer must inform HEDES in advance of any fragile surface, expensive finish, concealed service, special material, restricted access, or risk area.
23-Removal of Existing Fixtures
Removal of existing chandeliers, lights, fittings, brackets, wiring, ceiling plates, or decorative elements is not included unless expressly agreed in writing. If HEDES agrees to remove an existing fixture, HEDES shall not be responsible for hidden defects, old wiring, weak fixing points, ceiling damage, paint marks, discoloration, previous drilling marks, or damage caused by the condition of the existing fixture or installation.
24-Packaging and Waste
Unless agreed otherwise, HEDES may leave original packaging, crates, cartons, protection materials, or spare parts at the site after delivery or installation. Removal of large crates, packaging waste, old fixtures, construction waste, or site debris may be charged separately where applicable.
25-Customer Changes On Site
Changes requested during delivery or installation may not be accepted immediately. Any change to height, position, quantity, layout, finish, installation method, electrical arrangement, ceiling location, or technical specification may require written approval, additional payment, revised drawings, revised timing, or a separate visit. HEDES may refuse changes that are unsafe, technically unsuitable, inconsistent with approved specifications, or likely to damage the product.
26-Bespoke and Project Deliveries
For Bespoke Products and Project Orders, delivery and installation may be phased according to production, shipment, site readiness, payment schedule, or project coordination. The Customer is responsible for ensuring that project schedules, contractor timelines, ceiling works, electrical works, and site access are aligned with the HEDES delivery and installation plan. HEDES shall not be liable for delays caused by contractors, consultants, designers, building management, authorities, unfinished works, late approvals, changed drawings, delayed payments, or site conditions.
27-Customer Collection
Where Customer collection is approved by HEDES, the Customer is responsible for arranging suitable vehicle, manpower, protection, loading, transport, insurance, and safe handling. Risk passes to the Customer upon handover at the showroom, warehouse, or agreed collection point. HEDES is not responsible for damage caused after collection by poor transport, loading, unloading, storage, handling, or third party installation.
28-Storage and Handling by Customer
Products must be stored in a clean, dry, secure, indoor, temperature appropriate location. Products must not be exposed to water, humidity, dust, paint, chemicals, impact, construction works, outdoor conditions, direct heat, or heavy objects. Improper storage may void warranty and may prevent HEDES from accepting any damage claim.
29-After Installation Care
The Customer must follow all care, cleaning, usage, and maintenance instructions provided by HEDES. Products should not be cleaned with harsh chemicals, excessive moisture, abrasive materials, unsuitable cloths, or unapproved cleaning agents. Only qualified persons should handle electrical parts, drivers, wiring, dimmers, bulbs, and technical components.
30-Limitation of Liability
To the maximum extent permitted by law, HEDES shall not be liable for indirect, incidental, special, project, business, commercial, reputational, or consequential loss arising from delivery, installation, delay, site conditions, access issues, contractor works, or Customer supplied information. Where limitation is permitted by law, HEDES’ total liability for delivery or installation shall not exceed the amount paid by the Customer for the specific delivery or installation service giving rise to the claim. Nothing in this Policy excludes liability that cannot be excluded under applicable law.
31-Force Majeure
HEDES shall not be responsible for delay or failure caused by events beyond reasonable control, including customs delay, shipping delay, supplier delay, traffic disruption, government restriction, public holiday, severe weather, fire, flood, labour disruption, material shortage, border delay, authority action, accident, civil disturbance, power failure, cyber incident, or any similar event.In such cases, HEDES may extend the timeline, reschedule delivery or installation, offer alternatives, or suspend performance until the issue is resolved.
32-Customer Support
For delivery, installation, site readiness, scheduling, or after sales 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
This Returns and Exchange Policy forms part of the HEDES Terms and Conditions of Sale and Use. It applies to all eligible returns, exchanges, refund requests, product inspections, defect claims, online purchases, showroom purchases, payment link purchases, quotation based orders, bespoke orders, project orders, and any product supplied by HEDES. By placing an order, approving a quotation, paying a deposit, making full payment, accepting delivery, or submitting a return or exchange request, the Customer confirms acceptance of this Policy.
1-Purpose
HEDES supplies luxury chandeliers, decorative lighting, architectural lighting, LED lighting, bespoke lighting, accessories, spare parts, and related products. Because many HEDES products are delicate, technical, handmade, customized, imported, installed, or produced for specific interiors and projects, returns and exchanges are accepted only under the conditions stated in this Policy.This Policy is designed to protect product integrity, luxury craftsmanship, project accuracy, safety standards, and the commercial rights of HEDES, while preserving any mandatory rights available to the Customer under applicable law.
2-Relationship with the Terms and Conditions
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 return, exchange, warranty, cancellation, defect, or project condition written in a quotation, invoice, approved drawing, or signed agreement shall apply to that specific order.
3-General Principle
HEDES does not operate as a general trial, rental, approval, or open return service. A product may be returned or exchanged only if it qualifies under this Policy, is approved by HEDES after inspection, and complies with all stated conditions. Acceptance of a return or exchange request does not mean that HEDES has accepted the product back. Final approval is granted only after HEDES has inspected the product and confirmed that it meets the return or exchange conditions.
4-Eligible Ready Products
A Ready Product may be considered for return or exchange only if all of the following conditions are met: The product was purchased directly from HEDES. The product is a standard stock item. The return or exchange request is submitted within seven calendar days from the date of delivery or collection. The product is unused. The product is uninstalled. The product is undamaged. The product is clean and complete.The product remains in its original packaging. All accessories, manuals, certificates, labels, spare parts, bulbs, drivers, remote controls, mounting parts, and documents are returned with the product. The product is in a condition suitable for resale as a luxury product. The original invoice or proof of purchase is provided. HEDES reserves the right to refuse any return or exchange if any of the above conditions are not fully satisfied.
5-Return Request Process
The Customer must submit a return request in writing to HEDES Customer Care. The request must include the invoice number, Customer name, contact details, product name, delivery date, reason for return, photographs of the product, photographs of the packaging, and any other information requested by HEDES. HEDES may ask for additional photos, videos, inspection access, product serial details, packaging details, or delivery documents before deciding whether the product may be returned for inspection. The product must not be sent back, delivered back, dismantled, moved, or transported to HEDES without written approval from HEDES.
6-Inspection Before Approval
All returned products are subject to inspection by HEDES. Inspection may take place at the Customer location, HEDES showroom, HEDES warehouse, service centre, supplier facility, or any location selected by HEDES. HEDES may reject a return or exchange if the product shows any sign of use, installation, damage, scratching, staining, missing parts, missing packaging, incorrect handling, exposure to dust, humidity, moisture, chemicals, construction work, electrical connection, third party handling, or any condition that affects resale, safety, value, or product integrity. The decision of HEDES after inspection shall be final, subject to any mandatory rights available under applicable law.
7-Final sale products
where legally permitted.Display products sold with disclosed condition. Products purchased from any third party, reseller, marketplace, contractor, consultant, designer, or unauthorised source.
8-Bespoke Products and Custom Orders
Bespoke Products are created, adjusted, imported, reserved, procured, or produced according to the Customer’s request, approved quotation, project requirement, site condition, drawing, size, quantity, finish, crystal selection, lighting configuration, or installation need. Once a Bespoke Product is confirmed and HEDES has begun reservation, procurement, design work, drawing preparation, customization, import arrangement, production, assembly, or project preparation, the order is not eligible for cancellation, return, exchange, or refund except where required by applicable law or where HEDES confirms a material defect that cannot be repaired, replaced, or otherwise resolved. The Customer accepts that handmade and bespoke lighting may include reasonable variations in crystal reflection, finish, colour tone, dimension, alignment, balance, hand finishing, and light effect. Such variations are part of luxury craftsmanship and shall not by themselves be treated as defects.
9-Installed Products
Once a product has been installed, fixed, suspended, connected, adjusted, assembled on site, or placed into use, it is not eligible for return or exchange unless required by applicable law or confirmed by HEDES as materially defective. Installation changes the condition, risk profile, value, safety status, and resale suitability of a luxury lighting product. Any issue discovered after installation will be reviewed under the Warranty and After Sales Policy, not as a general return request.
10-Online Purchases
Ready Products purchased online may be considered for return only if they meet the conditions of this Policy.Online purchase does not give the Customer the right to return bespoke, customized, special order, imported, installed, electrical, project, or opened products unless required by applicable law or confirmed by HEDES as defective. The Customer is responsible for reviewing all product details before placing an online order, including dimensions, finish, quantity, colour temperature, voltage, installation requirements, ceiling height, ceiling strength, electrical compatibility, and intended use.
11-Showroom Purchases
Products purchased in the showroom are considered selected and approved by the Customer at the time of purchase. A showroom purchase may be considered for exchange only at the discretion of HEDES, provided the product is an eligible Ready Product and satisfies all conditions of this Policy. Bespoke Products, special orders, project orders, display pieces sold with disclosed condition, installed products, and electrical products are not eligible for return or exchange unless required by applicable law.
12-Payment Link, WhatsApp, Email, and Quotation Purchases
Purchases made through payment link, WhatsApp, email, invoice, or quotation are subject to the same rules as showroom and online purchases. Where the Customer approves product details, price, quotation, invoice, drawing, image, specification, or written confirmation by message, email, or payment, that approval may be treated as confirmation of the order. The Customer is responsible for reviewing all written details before payment.
13-Defective Products
If the Customer believes a product is defective, the Customer must notify HEDES in writing as soon as possible after discovering the issue. The notification must include the invoice, product photographs, videos, description of the issue, date of delivery or installation, product location, and details of any third party handling, electrical work, site condition, repair, movement, cleaning, or modification. HEDES may inspect the product before accepting any defect claim.If HEDES confirms that the product has a material manufacturing defect, HEDES may, subject to applicable law, repair the product, replace the affected part, replace the product, provide a reasonable reduction, issue credit, or refund the product value. HEDES shall decide the appropriate remedy according to the nature of the defect, product type, usage, availability of parts, warranty terms, legal requirements, and technical assessment.
14-Issues Not Considered Defects
The following are not considered defects unless HEDES confirms otherwise: Minor handmade variations. Natural differences in crystal reflection. Slight colour or finish variation caused by lighting conditions. Screen display differences. Differences between photography and real environment. Minor dimensional tolerance. Expected ageing of materials. Normal wear and tear. Dust caused by site conditions. Damage from cleaning products. Damage from moisture or humidity. Damage from incorrect electrical supply. Damage from voltage fluctuation or power surge. Damage from incorrect installation by third parties. Damage from ceiling weakness. Damage from contractor work. Damage from relocation or dismantling. Damage from misuse, negligence, accident, impact, or improper handling.
15-Visible Damage Upon Delivery
The Customer or authorised receiving person must inspect the packaging and product upon delivery. Visible damage, missing items, wrong quantity, or apparent issue must be reported to HEDES in writing with photos, videos, invoice copy, and delivery note as soon as possible and preferably within forty eight hours of delivery. Where the Customer fails to report visible issues promptly, HEDES may be unable to verify whether the issue occurred before or after delivery, and the claim may be rejected where legally permitted.
16-Damage After Delivery
After delivery, collection, or handover, the Customer is responsible for product safety unless otherwise agreed in writing or required by law. HEDES is not responsible for damage caused after delivery by third party handling, poor storage, movement, construction works, dust, moisture, humidity, water leakage, heat, chemicals, impact, electrical works, contractor activity, ceiling works, painting, cleaning, or unauthorised installation.
17-Return Shipping and Collection Costs
Unless the return is due to a confirmed HEDES error or confirmed material defect, the Customer is responsible for all return costs. These costs may include collection, transport, packing, repacking, insurance, handling, customs, duties, bank charges, payment gateway charges, inspection, dismantling, labour, and administrative costs. HEDES may deduct such costs from any approved refund where legally permitted.
18-Product Condition During Return
The Customer is responsible for ensuring that any product approved for return inspection is safely packed, protected, handled, transported, and insured. If the product is damaged during return transport, HEDES may reject the return or deduct the cost of repair, replacement parts, repacking, cleaning, or loss of value.Products must be returned in original packaging wherever possible. If original packaging is unavailable or unsuitable, HEDES may require professional repacking at the Customer’s cost.
19-Refund Method
Approved refunds will be processed through the original payment method where possible. If the original payment method is unavailable, HEDES may use another lawful method at its discretion. Refund timing depends on banks, card providers, payment gateways, internal review, and inspection completion. HEDES is not responsible for delay caused by banks, payment gateways, card providers, or third party processors.
20-Refund Deductions
Where legally permitted, HEDES may deduct the following from any approved refund: Delivery fees. Installation fees. Collection fees. Dismantling fees. Repacking costs. Missing parts. Damaged packaging. Product damage. Cleaning costs. Inspection costs. Storage fees. Bank charges. Payment gateway charges. Customs duties. Import charges.Administrative costs. Any reduction in product value caused by Customer handling.
21-Exchange Conditions
HEDES may allow exchange of an eligible Ready Product at its discretion. The product must satisfy all return eligibility conditions and must pass HEDES inspection. Exchange is subject to stock availability and product approval. If the replacement product is higher in value, the Customer must pay the price difference before release, delivery, or installation. If the replacement product is lower in value, HEDES may issue a credit note or refund the difference according to applicable law and internal approval.
22-Credit Notes
HEDES may offer a credit note instead of a refund where legally permitted and where accepted by the Customer. A credit note may be used only within the validity period stated by HEDES. Credit notes are not transferable unless approved in writing by HEDES. Credit notes cannot be exchanged for cash unless required by law.
23-Order Cancellation Before Delivery
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 order products, imported products, project orders, and customized products may not be cancelled once HEDES has begun reservation, procurement, design, drawings, customization, import arrangement, production, assembly, or project preparation, except where required by law.
24-Deposit Refunds
Deposits paid for Bespoke Products, special orders, imported products, reserved products, and Project Orders are non refundable once HEDES has incurred costs or begun work related to the order, except where required by applicable law. HEDES may retain amounts necessary to cover supplier commitments, procurement, design, drawing, administration, project coordination, production, shipping, import, storage, technical work, and other costs already incurred.
25-Refused Delivery
If the Customer refuses delivery without valid legal reason, HEDES may treat the order as delayed by the Customer. HEDES may charge storage, redelivery, handling, administration, labour, and transport costs. Refusal of delivery does not automatically create a right to refund or cancellation.
26-Gift Purchases
Where a product is purchased as a gift, any return or exchange request must still meet the conditions of this Policy. Refunds, where approved, will normally be made to the original purchaser and original payment method.
27-Promotional Products
Products purchased during promotions, campaigns, discounts, bundles, special offers, or limited events may be subject to special return or exchange conditions stated at the time of purchase. If part of a promotional order is returned, HEDES may adjust any approved refund to reflect the revised value of the promotion, gift, discount, voucher, or bundle. Free gifts, accessories, samples, or promotional items must be returned with the product where applicable
28-Clearance and Final Sale Products
Clearance products, final sale products, discontinued products, display products, and products sold with disclosed condition are not eligible for return or exchange where legally permitted. This does not affect mandatory rights relating to undisclosed material defects or legal non conformity.
29-Unauthorised Returns
Products sent back to HEDES without written approval may be refused, returned to the Customer, stored at the Customer’s cost, or inspected without any obligation to approve a return or refund. HEDES is not responsible for unauthorised return shipments, loss, customs charges, damage, or delivery refusal.
30-Abuse of Return Rights
HEDES may refuse future orders, restrict account access, or require special payment terms where a Customer misuses return rights, makes repeated unreasonable return requests, provides false information, damages products, attempts unauthorised resale, or acts in bad faith.
31-Limitation of Liability
To the maximum extent permitted by law, HEDES shall not be liable for indirect, incidental, special, commercial, project, reputational, or consequential loss arising from returns, exchanges, rejected returns, refund timing, defect review, transport, installation, Customer handling, or third party actions. Where limitation is permitted by law, HEDES’ total liability shall not exceed the amount paid by the Customer for the specific product giving rise to the claim. Nothing in this Policy excludes liability that cannot be excluded under applicable law.
32-Customer Support
For return, exchange, defect, refund, or product inspection 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
This Warranty and After Sales Policy forms part of the HEDES Terms and Conditions of Sale and Use. It applies to all warranty claims, product inspections, after sales service, repairs, maintenance requests, spare parts, technical visits, online purchases, showroom purchases, bespoke orders, project orders, and any product or service supplied by HEDES. By placing an order, approving a quotation, paying a deposit, making full payment, accepting delivery, permitting installation, or submitting a warranty or after sales request, the Customer confirms acceptance of this Policy.
1-Purpose
HEDES supplies luxury chandeliers, decorative lighting, architectural lighting, LED lighting, bespoke lighting, accessories, spare parts, and related products. Because these products may include delicate crystal elements, handmade finishes, electrical components, suspended structures, custom specifications, imported parts, project installation, and site dependent performance, warranty and after sales service are governed by the conditions stated in this Policy. This Policy is designed to protect product quality, safety, craftsmanship, installation integrity, and the commercial rights of HEDES, while preserving any mandatory rights available to the Customer under applicable law.
2-Relationship with the Terms and Conditions
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, warranty document, or final invoice expressly states otherwise. Any special warranty, maintenance, service, installation, spare part, or project condition written in a quotation, invoice, approved drawing, warranty card, handover document, or signed agreement shall apply to that specific order.
3-Warranty Coverage
HEDES warrants that products supplied by HEDES shall be free from material manufacturing defects during the warranty period stated on the invoice, warranty card, quotation, product page, or applicable product document. Warranty coverage applies only to products purchased directly from HEDES or through an official HEDES approved sales channel. Warranty coverage applies only where the product has been used, installed, cleaned, maintained, stored, and handled according to HEDES instructions, product suitability, electrical requirements, installation conditions, and normal intended use.
4-Warranty Period
The warranty period shall be stated on the invoice, warranty card, quotation, product page, or project document. If different components have different warranty periods, the warranty period for each component shall apply separately. The warranty period for decorative structure, crystal components, electrical components, LED components, drivers, transformers, bulbs, remote controls, accessories, and installation service may differ depending on the product, supplier, manufacturer, usage, and project agreement. Where no specific warranty period is stated, HEDES shall apply the warranty period required by applicable law or the standard warranty period confirmed by HEDES for that product category.
5-Start of Warranty
The warranty period begins from the date of delivery, collection, or installation completion, depending on the nature of the product and service. For products delivered without HEDES installation, warranty begins from the date of delivery or collection. For products installed by HEDES, warranty begins from the date of installation completion or handover. Customer delay in delivery, collection, installation, site readiness, access approval, or payment does not extend the warranty period unless HEDES agrees in writing or applicable law requires otherwise.
6-Proof of Purchase
Warranty service requires proof of purchase. The Customer must provide the original invoice, order confirmation, warranty card, delivery note, installation document, or other purchase record accepted by HEDES. HEDES may refuse warranty service where the product cannot be verified as purchased directly from HEDES or an approved HEDES sales channel.
7-Warranty Remedies
If HEDES confirms that a product has a material manufacturing defect covered by warranty, HEDES may, subject to applicable law, provide one or more of the following remedies: Repair of the affected product. Replacement of the affected part. Replacement of the product where repair is unsuitable. Technical adjustment. Service correction. Credit note. Reasonable reduction. Refund of the product value where required by law and where repair or replacement is unsuitable.HEDES shall determine the appropriate remedy based on the product type, nature of defect, age of product, usage history, availability of parts, site condition, inspection result, supplier guidance, and applicable law.
8-Inspection Required
A warranty claim is not accepted automatically upon complaint. HEDES may require inspection before accepting or rejecting any warranty claim. Inspection may take place at the Customer location, HEDES showroom, HEDES warehouse, service centre, supplier facility, or any location selected by HEDES. HEDES may request photos, videos, product location, invoice, electrical details, installation details, maintenance history, cleaning method, site conditions, and information about any third party handling.
9-Warranty Claim Procedure
The Customer must submit warranty claims in writing to HEDES Customer Care. The claim must include: Customer name. Invoice number. Product name or reference. Date of delivery or installation. Product location. Clear description of the issue. Photographs and videos. Details of any electrical work. Details of any movement, cleaning, repair, dismantling, or third party handling. Any relevant site information. HEDES may request further information before arranging inspection or service.
10-Visible Issues After Delivery
Visible damage, missing parts, wrong quantity, or apparent issue must be reported to HEDES in writing as soon as possible and preferably within forty eight hours of delivery. Where visible issues are reported late, HEDES may be unable to confirm whether the issue occurred before delivery, during Customer handling, during third party handling, or after site storage. Late reporting may affect the claim where legally permitted.
11-Issues After Installation
If the product was installed by HEDES, the Customer or authorised representative may be asked to sign an installation completion or handover document. Any visible installation concern should be recorded before signing wherever possible. After installation, issues caused by site conditions, electrical supply, third party work, ceiling weakness, building movement, misuse, cleaning, relocation, or unauthorised modification shall not be covered by warranty.
12-What the Warranty Covers
Subject to inspection and the terms of this Policy, warranty may cover material manufacturing defects in the product supplied by HEDES. This may include confirmed defects in structure, assembly, finish, factory supplied component, electrical component, or other product element where the defect existed due to manufacturing or supply fault and was not caused by misuse, site condition, third party handling, incorrect installation, or excluded cause.
13-Excluded Conditions
False ceiling failure. Building movement. Hidden structural defect. Contractor damage. Construction dust. Painting damage. Water leakage. Pest damage. Normal wear and tear. Expected ageing of materials. Consumables. Bulbs. LED strips where failure is caused by usage, heat, voltage, or site conditions. Drivers outside their stated warranty. Transformers outside their stated warranty. Remote controls outside their stated warranty. Batteries. Power supplies outside their stated warranty. Accessories damaged after delivery. Minor handmade variations. Differences caused by photography or screen display. Changes caused by environment, use, cleaning, heat, humidity, or ageing.
14-Handmade and Luxury Craftsmanship Variations
HEDES products may include handmade elements, crystal work, decorative finishing, artisanal assembly, specialist fabrication, and bespoke detailing. Minor variations in finish, crystal reflection, tone, proportion, alignment, dimension, balance, texture, or light effect are natural characteristics of luxury craftsmanship. Such variations shall not be treated as defects unless HEDES confirms that the variation is materially outside the accepted standard for the product.
15-Electrical Components
Electrical components may include LED strips, bulbs, drivers, transformers, dimmers, switches, power supplies, remote controls, control systems, and related parts. Electrical component warranty is subject to correct voltage, correct wiring, correct load, proper ventilation, suitable dimmer, stable power supply, qualified installation, and normal use.Electrical damage caused by voltage fluctuation, power surge, short circuit, poor earthing, wrong dimmer, wrong driver, overloaded circuit, water exposure, heat, humidity, dust, third party work, or unauthorised alteration is excluded from warranty.
16-LED Products
LED performance may vary depending on usage hours, heat conditions, power quality, ventilation, driver compatibility, dimming system, installation method, and surrounding environment. Changes in brightness, colour tone, or performance over time may be normal for LED products. LED issues caused by unsuitable electrical conditions, poor ventilation, incorrect driver, wrong dimmer, voltage instability, excessive heat, humidity, dust, or third party modification are excluded from warranty.
17-Crystal and Decorative Elements
Crystal elements must be handled with care. Warranty does not cover breakage, chips, scratches, stains, loss, impact damage, improper cleaning, chemical exposure, poor storage, third party handling, or damage caused after delivery or installation. Replacement crystals may vary slightly in tone, reflection, size, cut, or availability depending on production batch and supplier stock.
18-Finish and Surface Care
Decorative finishes require careful cleaning and suitable environmental conditions. Warranty does not cover tarnishing, staining, scratching, fading, discoloration, corrosion, surface change, or finish damage caused by chemicals, perfumes, cleaning agents, humidity, moisture, fingerprints, dust, heat, outdoor exposure, abrasive cloths, or improper maintenance.
19-Installation Warranty
Where installation is carried out by HEDES, HEDES may provide an installation workmanship warranty for the period stated on the invoice, quotation, or installation document.Installation warranty covers only the workmanship performed directly by HEDES. Installation warranty does not cover ceiling weakness, structural defect, false ceiling failure, hidden wiring, electrical faults, third party works, building movement, water leakage, civil works, contractor damage, unauthorised adjustment, unauthorised dismantling, unauthorised relocation, or Customer requested installation against technical advice.
20-Site Responsibility
The Customer is responsible for ensuring that the site is suitable for the product. This includes ceiling strength, electrical readiness, support points, access, permits, working conditions, environmental suitability, ventilation, safe storage, and protection from construction works. HEDES shall not be responsible for product failure, damage, delay, or safety issue caused by unsuitable site conditions.
21-Third Party Installation or Handling
If the product is installed, moved, dismantled, repaired, modified, cleaned, wired, connected, adjusted, or handled by any person other than HEDES or a party approved in writing by HEDES, the warranty may be void. HEDES is not responsible for defects, damage, failure, injury, cost, or loss caused by third party handling.
22-Unauthorised Repair
The Customer must not open, repair, alter, rewire, modify, repaint, refinish, resize, dismantle, or replace any part of the product without written approval from HEDES. Unauthorised repair or alteration may void warranty immediately.
23-After Sales Service
HEDES may provide after sales service including inspection, adjustment, repair, cleaning guidance, maintenance, part replacement, reinstallation, relocation assessment, technical advice, or product care support. After sales service may be free, chargeable, or partly chargeable depending on the product, warranty status, location, site condition, nature of service, and cause of issue.HEDES may refuse after sales service where the product was not purchased from HEDES, was altered by third parties, is unsafe to service, is located in an inaccessible area, or has been damaged by excluded causes.
24-Chargeable Service
Service may be chargeable where the issue is caused by misuse, third party work, poor site condition, electrical fault, cleaning damage, relocation, unauthorised handling, expired warranty, consumable replacement, Customer requested adjustment, or any excluded cause. Chargeable service may include inspection fee, labour fee, transport fee, spare part cost, collection fee, reinstallation fee, access equipment cost, storage fee, and administrative cost. HEDES may require payment before arranging a chargeable service visit.
25-Spare Parts
Availability of spare parts depends on product model, supplier availability, production batch, discontinuation status, import restrictions, and inventory. HEDES does not guarantee indefinite spare part availability. Where original parts are unavailable, HEDES may offer the closest available suitable alternative where technically and aesthetically acceptable. Replacement parts may vary slightly from the original in tone, finish, crystal reflection, size, shape, light temperature, or appearance due to batch differences or product evolution.
26-Discontinued Products
If a product or component has been discontinued, HEDES may attempt to source suitable replacement parts, equivalent components, repair options, or alternative solutions. HEDES shall not be liable where a discontinued product or part is no longer available from the supplier, manufacturer, or production source.
27-Maintenance
Luxury lighting requires proper maintenance. The Customer is responsible for regular care, suitable cleaning, safe usage, dust protection, electrical stability, and environmental control.HEDES may recommend periodic inspection or maintenance for large chandeliers, high ceiling installations, project luminaires, hotel lighting, villa chandeliers, and complex installations. Failure to maintain the product properly may affect warranty coverage.
28-Cleaning
The Customer must follow HEDES cleaning instructions. Products should not be cleaned with water spray, steam, harsh chemicals, acidic cleaners, ammonia, alcohol based products, abrasive cloths, rough brushes, or unsuitable cleaning agents. Electrical parts must not be exposed to moisture. HEDES may refuse warranty claims caused by incorrect cleaning.
29-Relocation
Products should not be relocated without consulting HEDES. Relocation may require dismantling, repacking, transportation, inspection, new fixing points, new electrical assessment, and reinstallation. Damage caused during relocation by the Customer or third parties is excluded from warranty. If HEDES performs relocation, separate charges and conditions may apply.
30-Product Misuse
The product must be used only for its intended purpose and environment. Indoor products must not be used outdoors unless expressly rated for outdoor use. Decorative products must not be overloaded, modified, used as support, used in unsafe environments, exposed to water, exposed to construction conditions, or operated with incompatible electrical systems. Misuse voids warranty where the issue arises from such misuse.
31-Delay in Reporting
The Customer must report suspected defects promptly.Continued use of a product after noticing a potential defect may worsen the issue and may affect warranty coverage where legally permitted. The Customer must stop using the product if continued use may create safety risk, electrical risk, structural risk, or further damage.
32-Safety Concerns
If the Customer notices sparks, burning smell, unusual heat, flickering, cracking sound, loose suspension, visible damage, water exposure, or any safety concern, the Customer must stop using the product immediately and contact HEDES. The Customer must not attempt repair unless advised in writing by HEDES or handled by a qualified professional approved for that purpose.
33-Service Access
The Customer must provide safe and reasonable access for warranty inspection or after sales service. This includes parking, building entry, service lift access, working permission, safe ladder or platform access where required, clear work area, electrical access, and authorised person on site. If access is unavailable, unsafe, restricted, or incomplete, HEDES may reschedule the visit and charge additional fees.
34-Products Outside the UAE
For products delivered or installed outside the United Arab Emirates, warranty service may be subject to location, logistics, customs, availability of technicians, availability of parts, and local restrictions. The Customer may be responsible for transport, customs, duties, local charges, travel cost, accommodation, access equipment, and third party service costs unless otherwise agreed in writing.
35-Warranty Transfer
Warranty applies only to the original Customer unless HEDES agrees otherwise in writing or applicable law requires otherwise.If the product is sold, transferred, gifted, relocated, or moved to another property, warranty may be void or may require inspection and approval by HEDES.
36-No Unauthorised Promises
No employee, salesperson, installer, contractor, designer, agent, or third party may modify this Policy or provide additional warranty promises unless confirmed in writing by authorised HEDES management. Only written warranty terms issued or approved by HEDES shall be binding.
37-Limitation of Liability
To the maximum extent permitted by law, HEDES shall not be liable for indirect, incidental, special, commercial, project, reputational, or consequential loss arising from warranty claims, repair, service delay, spare part delay, inspection, rejected claims, site conditions, electrical issues, third party work, or Customer handling. 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.
38-Force Majeure
HEDES shall not be responsible for delay or failure in warranty or after sales service caused by events beyond reasonable control, including supplier delay, spare part shortage, customs delay, shipping delay, government action, public holiday, fire, flood, severe weather, labour disruption, transport disruption, cyber incident, power failure, border delay, or any similar event.
39-Customer Support
For warranty claims, inspection requests, after sales service, repair, spare parts, or maintenance 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
1- Legal Identity
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. Website: www.hedes.com2- Purpose of This Policy
This Policy explains what personal data HEDES collects, why it is collected, how it is used, when it is shared, and how it is protected. It applies to both online and offline interactions.3- Relationship with Other Policies
This Privacy Policy must be read together with other HEDES policies. In case of conflict, signed agreements or legally required documents shall prevail.4- Information We Collect
HEDES may collect identification data, contact details, communication records, project information, technical site data, payment-related information, and any other data required to provide services or comply with legal obligations.5- Website Data
We may collect technical data such as IP address, device type, browser type, pages visited, cookies, and user behavior through analytics tools and server logs.6- Communication Data
When you contact HEDES via WhatsApp, phone, email, or social media, we may store messages, media files, and communication history.7- Project Information
For projects, we may collect measurements, drawings, electrical details, access information, and contractor or consultant details.8- Payment Data
Payments are processed through secure third-party providers. HEDES does not store full card details or sensitive payment credentials.9- Use of Information
We use personal data to process orders, prepare quotations, manage delivery and installation, provide after-sales service, improve customer experience, and comply with legal obligations.10- Legal Basis
Data is processed based on contract performance, legal obligations, consent, legitimate business interests, fraud prevention, and regulatory compliance.11- Marketing
Marketing communications may be sent where permitted. Customers can opt out at any time.12- Sharing Data
We may share data with payment providers, logistics teams, installers, suppliers, IT providers, consultants, and legal or government authorities where required.13- Third Parties
Some services are provided by third-party vendors such as hosting, analytics, CRM, and payment platforms.14- International Transfers
Data may be transferred outside the UAE when using global service providers with appropriate safeguards.15- Security
We apply reasonable security measures; however, no system is completely secure.16- Data Retention
Data is retained only as long as necessary for legal, operational, or business purposes.17- Customer Rights
Customers may request access, correction, deletion, restriction, or withdrawal of consent subject to legal limitations.18- Accuracy
Customers are responsible for providing accurate and updated information.19- Children
Our services are intended for adults and we do not knowingly collect children’s data without consent.20- Cookies
Cookies are used to improve website functionality, analytics, and user experience.21- Third-Party Links
We are not responsible for external websites linked from our platform.22- Social Media
Social media platforms may collect data according to their own policies.23- Communications
We may store communication records for service, legal, and operational purposes.24- Business Transfers
In case of merger or acquisition, data may be transferred under legal safeguards.25- Legal Disclosure
We may disclose data if required by law or authorities.26- Contact
For privacy requests, contact HEDES Customer Care via official email or phone listed on www.hedes.com.27- Changes
This Policy may be updated from time to time. Continued use of services implies acceptance.28- Language
This Policy may be available in multiple languages. In case of conflict, the official version prevails.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.
1-Purpose
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.
2-Relationship with the Terms and Conditions
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.
3-Accepted Payment Method
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.
4-Official Bank Account
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 bank details before payment. If the Customer sends payment to an incorrect or unauthorised account, HEDES shall not be responsible for the loss unless the error was directly caused by HEDES.
5-Currency
Unless otherwise stated, all prices and payments are in UAE dirhams. Where payment is made in another currency, exchange rates, bank charges, conversion fees, intermediary charges, and shortfalls are the responsibility of the Customer unless agreed otherwise in writing.
6-VAT and Taxes
Prices may include or exclude VAT depending on invoice or quotation. The Customer is responsible for any VAT, customs duty, import tax, clearance fee, or government charge unless otherwise agreed in writing.
7-Quotations
Quotations are valid for the period stated, or seven days if not specified. Quotations may be revised if specifications, quantities, or project conditions change.
8-Invoices
The Customer must review invoices carefully before payment. Payment confirms acceptance of invoice details unless written correction is made before payment.
9-Order Confirmation
An order is only confirmed when HEDES accepts it in writing and receives cleared funds. HEDES may refuse or cancel orders in case of errors, fraud risk, or unavailability.
10-Full Payment for Ready Products
Ready products require full payment before release, delivery, or installation.
11-Deposits for Bespoke Products
Bespoke and project orders may require a deposit before production, procurement, or customization begins.
12-Project Payment Structure
Standard structure may include 50% on order, 40% before shipment, and 10% before handover, unless otherwise agreed.
13-Stage Payments
Each stage must be paid before proceeding to the next phase.
14-Balance Payment
Remaining balances must be paid in full before delivery, installation, or handover.
15-Cleared Funds
Payments are only considered complete when funds are cleared in the HEDES bank account.
16-Bank Reference
Customers must include invoice or order reference in bank transfers to avoid delays.
17-Bank Charges
All bank fees, conversion costs, and shortfalls are the responsibility of the Customer.
18-Payment Verification
HEDES may request verification of payment before confirming orders.
19-Corporate Payments
Company payments may require trade license or authorization documents.
20-Third Party Payments
Third party payments may be refused or require authorization from the Customer.
21-Fraud Prevention
HEDES may suspend orders in case of suspicious or fraudulent activity.
22-Failed Transfers
HEDES is not responsible for failed, delayed, or reversed bank transfers.
23-Payment Disputes
Disputed payments may result in suspension of services until resolved.
24-Late Payment
Late payment may cause delays, suspension of services, or additional charges.
25-Storage Due to Non Payment
Unpaid ready products may be stored and charged for storage costs.
26-Non Refundable Deposits
Deposits for bespoke or project orders may be non refundable once production begins.
27-Cancellation
Cancellation rules depend on product type and stage of order processing.
28-Refunds
Refunds are processed according to HEDES policy and may be subject to deductions.
29-Ownership
Ownership remains with HEDES until full payment is received.
30-Risk
Risk transfers to the Customer upon delivery or handover.
31-Set Off
The Customer may not withhold or deduct payments unless legally required.
32-No Unauthorised Promises
Only written approval from HEDES management can modify payment terms.
33-Records
HEDES retains payment records for legal and accounting purposes.
34-Limitation of Liability
HEDES is not liable for indirect losses arising from payment issues to the maximum extent permitted by law.
35-Changes to This Payment Policy
HEDES may update this Policy at any time. The applicable version is the one in force at order confirmation.
36-Customer Support
For payment enquiries, contact HEDES Customer Care at the official contact details provided on www.hedes.com.