Faza Sanitary Ware (“we” and “us” mentioned in the T&C) is the operator of (https://www.fazahome.ae) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.
1.2 Shipping Costs
Shipping is free within UAE if your total order is more than AED 500. This does not include Water Heaters. Water Heater shipping cost will be calculated separately if your total order is above AED 500 else less than AED 500 shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
1.3 Delivery Terms
1.3.1 Transit Time Domestically
In general, domestic shipments are in transit for 3 – 4 days.
1.3.2 Dispatch Time
Orders are usually dispatched within 1-2 business days of payment of the order
Our warehouse operates on Saturday – Thursday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
1.3.3 Change of Delivery Address
For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
1.3.4 P.O. Box Shipping
Faza Sanitary Ware will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
1.3.5 Items Out of Stock
If an item is out of stock, we will wait for the item to be available maximum within 8 – 10
Days for some items before dispatching your order. Existing items in the order will be reserved while we await this item.
1.3.6 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us at [email protected] so that we can conduct an investigation and update you.
1.3.7 Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
1.3.8 Parcels Damaged in Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.
1.3.9 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
2.1 Return or Refund Due to Change of Mind
Faza Home will happily accept returns due to change of mind as long as a request to return is received by us within 5 days of receipt of item and are returned to us in Original Packaging, Unused, and in Resellable Condition.
Return shipping will be paid at the customer’s expense and will be required to arrange their own shipping.
Once returns are received and accepted, You can ask for change or also can purchase other items for the value of the goods returned but will NOT refund the value of any shipping paid, Refund goods value will be processed within the next 5 days to store credit in customer account for a future purchase or for replacement with other items and its validity period is 10 days once the returns are accepted but a refund cannot be entertained. We will notify you once this has been completed through email.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order
has already been dispatched, please refer to our refund policy.
2.3 Warranty Returns
We will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim.
Upon return receipt of items for a warranty claim, you can expect us to process your warranty claim within 7 days.
Once the warranty claim is confirmed, you will receive the choice of:
(a) a repair of the product
(b) if the product cannot be repaired, then a replacement item sent to you (if stock is available)
Parcels are insured for loss and damage up to the value as stated by the courier.
2.5 Process for parcel damaged in-transit
We will process a replacement as soon as the courier has completed their investigation into the claim.
2.6 Process for parcel lost in transit
We will process a replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
2.7 Customer service
For all customer service inquiries, please email us at [email protected]