Trading conditions

GENERAL INFORMATION

Oasis Dream
E-mail: info@oasisdream.ae

PRICES

In the event of delays, backorders, or out-of-stock items, we strive to inform you as soon as possible about the situation and what we can do to assist you—whether that be refunding your payment or helping you find a suitable alternative.

PAYMENT

Oasis Dream accepts payments through major credit cards including VISA, VISA Electron, Mastercard, and Mobile Pay. Your payment will only be processed once the item is dispatched. All amounts are in AED (United Arab Emirates Dirhams) and include VAT.

DELIVERY

Oasis Dream aims to dispatch orders within 24 hours of confirmation. We ship across the UAE, and delivery to designated parcel shops is free. Home delivery incurs a fee of AED 69.

NOTE: If there is no space at the delivery location, your parcel will be moved to the nearest delivery point, and you will be notified. For any issues, please contact our customer service team. Goods are delivered on weekdays, and you can expect your item within 1-3 business days after ordering. Extended delivery times may apply during peak periods.

RIGHT OF COMPLAINT

You have a 2-year right to complain in accordance with UAE consumer protection laws. This right applies to defects in materials and/or manufacturing. Depending on the specific situation, you can have the item repaired, exchanged, refunded, or receive a price reduction.

The complaint does not cover errors or damage caused by improper handling of the product/service. You must report defects within a "reasonable time" after discovering them. Complaints made within two months of discovering the fault will always be considered timely.

If your complaint is justified, we will refund your reasonable shipping costs. The item must always be returned in proper packaging, and we recommend obtaining a receipt for shipping to facilitate reimbursement. Please contact us before returning your product to ensure a smooth process.

For returns, complaints, and exercising the right of withdrawal, send items to:

Oasis Dream (please mark it clearly)

Shipments sent by cash on delivery will not be accepted.

REFUND

For refunds, please reach out to us so we can process the agreed amount for transfer.

REFUND/RETURN/EXCHANGE ON SALE

Items purchased during sales, special promotions, or discounts cannot be refunded, returned, or exchanged.

RIGHT OF WITHDRAWAL

As a consumer, you have a 30-day right of withdrawal when shopping with us. The cancellation period expires 30 days after receiving the item.

This means you have 30 days from receipt to inform us that you wish to cancel your purchase. You may also use the standard cancellation form provided at the end of these trading conditions.

You cannot cancel the purchase by refusing to accept the item without simultaneously notifying us.

If you regret your purchase and received a free gift with your order, the entire order must be returned.

RETURN

Once you inform us of your wish to cancel your purchase, you have 30 days to return the item.

You are responsible for the return shipping costs, and you bear the risk of the product until we receive it back. Please ensure the item is properly wrapped for return. To expedite the process, you may include a copy of your order confirmation in the package.

If you need assistance with a return label, we can help, and we will credit the shipping cost when you are refunded.

You cannot cancel by simply refusing to accept the item without providing clear notice.

CONDITION OF THE GOODS WHEN RETURNED

You are only liable for any deterioration in the value of the goods due to handling beyond what is necessary to determine their nature, properties, and functionality. In other words, you can test the item, but it should remain in the same condition as when you received it.

If the item shows significant signs of use or damage beyond what is described, it is considered used. In this case, you may only receive a partial refund, depending on the item’s commercial value at the time of receipt.

To receive a full refund, you must test the product for a maximum of 30 days.

REFUND

If you regret your purchase, you will receive a full refund of the amount you paid. Any decrease in value for which you are responsible will be deducted from the total. When exercising your right of withdrawal, all payments received from you, including delivery costs (except for additional costs resulting from your choice of a different delivery method than our standard option), will be refunded without undue delay and no later than 30 days from the date we receive your notice of withdrawal.

Refunds will be processed using the same payment method you used for the original transaction unless you explicitly agree to another method. We may withhold the refund until we have received the item back unless you have provided proof of return shipping.

COMPLAINT OPTIONS

Complaints about a product or service can be submitted to the relevant consumer protection authority in the UAE.

You can submit your complaint through the appropriate online consumer complaint portal for your region.

PERSONAL DATA POLICY

When you shop with us, we require the following information: name, address, telephone number, and email address.

We register and share the personal data necessary to deliver your goods.

Your personal information will be registered with Oasis Dream and stored for five years, after which it will be deleted.

We collaborate with several companies that store and process data on our behalf and do not use it for their purposes.

We only work with data processors within the UAE or in countries that provide adequate protection for your information.

As the data controller, Oasis Dream ensures your rights regarding your personal data.

You have the right to be informed about the information we process about you.

If you believe any information is inaccurate, you have the right to request corrections. In some cases, we are required to delete your personal data upon request, for instance, if it is no longer necessary for the purposes for which it was collected. You may also contact us if you believe your personal data is being processed unlawfully. For inquiries, please reach us at: info@oasisdream.ae.