Terms & Conditions
Welcome to www.ounass.com, the definitive home of luxury. We strive to ensure our customers receive an effortless shopping experience and we hope that you enjoy all our website has to offer.
www.ounass.com (the "Website") is owned and operated by Al Tayer Insignia LLC trading as Ounass, for its own benefit and the benefit of its affiliates and subsidiaries (together “we” or “us”) in Oman. Al Tayer Insignia LLC is a limited liability company incorporated under the laws of the United Arab Emirates, with commercial license number 583233 and its registered office at PO Box 2623, Dubai, United Arab Emirates.
Website Terms
Please read these Terms and any other terms of use posted on the Website as together they form our Website Terms governing your utilisation of our Website and Website services (including the Website Call Centre and Mobile application). We may change these Website Terms from time to time without notice to you by posting the updated Website Terms on the Website, so please be sure to check regularly for updates. When you place an Order through our Website, you are deemed to have consented to the latest version of the Website Terms then posted on our Website. If a change in law means that we have to change our Website Terms after you have placed an Order but before it has been fulfilled, we are obliged to apply that change to your Order. In all other cases, the version posted at the time your Order was placed will apply. If you do not agree to be bound by the Website Terms, you should not use the Website.
Eligibility
We aim to make the Website and its associated services available to as many of you as possible. However, we do require that you are at least 18 years of age, able to lawfully: (i) make payment through one of our accepted tender types; (ii) agree to these Terms; and (ii) enter into binding Orders with us. In addition, only Orders with delivery addresses within Oman can currently be processed via the Oman Website. Please refer to the Delivery section below. The Website is for your personal or gift use only and commercial usage is not permitted. We reserve the right to decline Orders where we suspect commercial usage.
Registration
In order to take advantage of the features and services of this Website, you can either utilize the Website on a “guest check-out” basis or create an Account and register your details with us. If you are an Amber or Facebook member, you may also login using your Amber and/or Facebook membership details. It is your ongoing responsibility to make sure that any personal and payment details you provide to us are valid, accurate and complete. You can update your details by contacting us here, contacting our Website Call Centre on +96824442640 or updating them in your Website profile. Please keep your account details and password confidential and secure. Our customer service agents will never ask you for your password. We are committed to complying with our Privacy Policy but are not responsible for any loss suffered through misuse of those details. Please notify us as soon as possible if you believe your account has been compromised. By registering or placing an Order on the Website you warrant that you meet the Eligibility criteria described above and that the information you provide is yours and is accurate in all respects. Commercial entities are not eligible to register with us.
Privacy & Cookie Policy
Please refer to our Privacy & Cookie Policy for details on how we deal with your data.
Orders
When you place an Order with us, then subject to your rights to cancel or return the items, you commit to buy the items described in that Order, at the price indicated including any delivery fees, taxes and duties where applicable.
Orders are subject to our acceptance, which we may withhold in our sole discretion including for reasons such as ineligibility, inability to confirm payment authorization, suspected fraud, shipping restrictions and stock availability. Items in your Website basket are not reserved until your Order is paid for.
The Website (or our Website Call Centre) may contain or provide information regarding the availability of merchandise. This information can be used to estimate the likelihood that an item will be available immediately upon Order placement. Unfortunately, we cannot guarantee that an item stated to be available will actually be available right away, as inventory can change significantly throughout the day. In rare cases, a product may be available when you place an Order but sold out by the time we process the Order. Should this happen, we will notify you.
Receipt of your Order will be acknowledged by email. However the Order is only confirmed when you receive a notification from us confirming dispatch of the relevant item(s). No party other than us has the authority to confirm acceptance of the Order.
Complimentary Gifts
We hope you enjoy your free gift, complimentary with purchases made on Ounass. Please be aware that items purchased on the site, will be non returnable if the free gift has been opened or if the packaging has been tampered with.
Pre-Order Items
Get early access to coveted collections ahead of the official launch. Pre-ordering ensures that you will secure the item before it sells out. Once your order is placed, we will deliver it to you as soon as it’s available.
Delivery of Pre-Order items are subject to availability.
Pre-Order items can only be paid for by debit card, credit card, Apple Pay or with Payfort Instalments. Unfortunately no other payment methods will be accepted at this time.
Unfortunately other payment methods including Paypal are not available on Pre-Order Items.
Cancellation Policy: Your Pre-Order item can be cancelled at any time prior to delivery, or up to 30 days after receipt. All refunds wil be issued as Ounass Store Credit.
Refund Policy: In the case of Pre-Order items the only mode of refund is store credit. The refund order value will be credited to your Ounass store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.
You will not see a refund on your bank statement as we will be crediting the money to your Ounass store credit account, and you can use this money for your future purchases on Ounass.
Payment
We currently accept the following tender types for Orders placed on our Website: Visa, Mastercard, PayPal and online store credit. Amber Reward Programme points may also be earned and redeemed on Website purchases (excluding any delivery costs or duties) subject to the Terms and Conditions of the Amber Programme available here. Payment will be taken at the time you place your Order. By entering payment details onto our Website, you warrant that you are duly authorized to pay using those details. We reserve the right to decline orders without liability to you where we believe payments are not authorized, the payment method is not valid or where we do not think you are authorized to use to utilize the relevant tender type.
Ounass provides all possible payment options for our customer's convenience. For payments made via Credit Card, Debit Card or Apple Pay, we may request additional personal documents, such as a passport copy or ID card with photo, in order to confirm your order. This is required to verify the identity of the buyer and protect the cardholder against any possibility of fraudulent payments. Ounass reserves the right to suspend or terminate the payment options available on your account and refuse any and all current or future use of the payment options available on the site (or any portion thereof) if it suspects there is fraudulent or suspicious activity. The Website is not liable or bound to inform or send specific communication to the user regarding the changes to your payment options on the website (or any portion thereof). It is the customer’s responsibility to get in touch with Ounass in order to get the payment options reactivated.
PayPal Payments
As PayPal does not support OMR, all transactions completed through PayPal will be charged in USD. Due to this currency conversion, an additional charge will be added when completing your PayPal payment. Orders completed through PayPal will be redirected to a PayPal page.
Prices
Prices on the Website are displayed in Omani Rials, and exclude any services you may elect to pair the purchase with, delivery costs, taxes or duties to which the purchase may be subject. Any such additional costs will be displayed before your final check out.
Where you purchase using a payment card denominated in a different currency to Omani Rials, the payment will be subject to the currency exchange rate applied by your card issuer at the time your payment is completed.
The destination you ask us to deliver to, the items & services you select and the method of delivery you choose will dictate what delivery charges, taxes and duties apply (if any). Please refer to our Delivery section for further details on delivery options.
Although we make every effort to ensure prices displayed on our Website and in our communications are correct, errors may occur. If an error occurs and your Order:
- has already been processed, then we may at our discretion:
- cancel the Order (or part thereof), arrange for collection of the mis-priced item(s) from your original Order delivery address in Oman and issue you a full refund including original Order delivery fees, taxes and duties (if applicable);
- where the price you paid is lower than the actual price of the item, honour the price in your Order; or
- where the price you paid is higher than the actual price of the item, refund you the difference;
- has not yet been processed, then we will notify you as soon as possible and only process the Order (or part thereof) once you have confirmed you are happy to buy at the correct price or otherwise cancel the Order (or part thereof) and refund your payment in full.
For details of our Price Match, please click here
PRICE DIFFERENCE
If an item you purchase goes on sale within 5 days of your purchase, your item qualifies for the discounted price. Please note, the item must be in the same size and colour that was purchased. The difference between the purchase price and the sale price will be provided through a coupon code. Coupon code will be valid for 6 months only, exclusions apply. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact Customer Care at +96824442640.
Promotional Codes and Discount Schemes
Promotional codes are valid only in accordance with their terms, until the date stated, can be used only once, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. They are personal to you and cannot be transferred to third parties. Inner Circle discounts are currently not available for Orders placed through the Website.
APP10 OFFER
Get 10% off your first app order when you log in or create an Ounass account. Offer valid on full-price items only, excluding fine jewellery and select brands. This offer cannot be used in conjunction with any other offer or promotion. Enter ‘APP10’ at checkout, one use per person.
EXCLUSIONS
Unless otherwise stated, fine jewellery and select brand exclusions apply to all promotional codes and offers. If the item is not eligible for the offer, the discount will not be reflected.
GIFT WITH PURCHASE
For any gift with purchase, regional exclusions and minimum spending requirements may apply. Gifts apply on orders from the brands listed in the offer banner only. Until stock lasts. For any returns, the gift should be sent back with the returned item in the same condition it was received in.
Gift Tagging and Messaging
Gift tags and gift messages can be added to your Order free of charge by selecting this on our Order check out page.
Delivery & Collection Options
Due to current events, order deliveries within the cities of Barka, Hamriyah, Jibroo, Muttrah and Ruwi will temporarily face delays and will be delivered within 20-30 days. We are working hard to keep all the things you love an order away to support you and our community.
Orders may currently only be delivered to addresses within Oman. The Order delivery methods which are currently available are set out below. However we constantly strive to improve customer experience and may introduce additional delivery or collection methods across our shopping channels. Please check back frequently to see if more options have become available.
- Delivery The following options are available for delivery to your requested address in Oman:
* Business hours are 9am-8pm, orders placed outside of these hours or on any Oman public holiday will be deemed placed on the first Oman working day following the date on which the Order was submitted.
** Delivery timelines are estimates, see further details below.
Please expect delays to your order delivery during the following times: promotional activity, sale season and bank holidays. During the duration of these Ounass will be unable to commit to 2 hour delivery in Dubai and next day in GCC.
*** We reserve the right to impose a re-delivery charge where your Order is not accepted at the address supplied to us on the confirmed date of delivery.
General Delivery Conditions: Although we are strongly committed to delivering in the timelines estimated in our Order confirmation or displayed on our Website or above, delivery timelines are estimates only. Time shall not be considered of the essence. Timelines start from Order confirmation. However, if we have not delivered your Order within 30 days of Order confirmation, we will provide you with a full refund. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your Order or request postponement.
Orders are delivered daily excluding Fridays and Omani public holidays. It is your duty to ensure appropriate access for deliveries and/or to present any additional identification documents that may be required for customs clearances (if applicable). Please note the courier will make up to four phone calls to book the delivery time slot with you. And up to three attempts to deliver before your Order will be cancelled.
Additional conditions for delivery of Bulky Items: Furniture is not currently available for purchase through the Website. When your Order is ready for delivery, we will contact you to agree a delivery date. Once agreed, you will be responsible for accepting delivery and arranging appropriate means of access and installation on that date. It is your responsibility to ensure that our delivery team has access to the delivery address, and that sufficient space for the goods is available, hallways are measured and doors and lifts can grant full access.
Delivery on the first floor and above requires service elevator access arranged by you and it is your responsibility to notify us of any potential problems with access to the premises, building, service elevators, etc… and make any related delivery arrangements. Where delivery is complicated by such factors, additional charges may apply. If delivery is not accepted on the agreed delivery date, goods shall be kept in storage free of charge for a period of up to thirty (30) days. If you fail to agree a revised delivery date falling within thirty (30) days of the initial delivery date, we retain the right to cancel your Order, retain all monies paid and resell the goods with no further liability.
If on the delivery date our delivery team is unable to obtain access to the delivery address, a reasonable re-delivery charge may be applied. We will pre-inform you of this charge.
In the absence of negligence, we will not be liable for loss or damage to the goods or your property, including where caused by: (i) us following your specific instructions; (ii) limited or no access to your nominated premises; and/or (iii) goods not fitting into your property. Any request to hang, erect or build items shall be at our discretion and we will not be responsible for any damage to your home in connection with such hanging, erection or building, nor for the integrity of such hanging, erection or building. Additional charges for such services may apply.
Pre-Order Delivery
The above table of delivery times does not apply to Pre-Orders. Your item will be shipped according to the expected release date, as indicated on the product page of the item.
Returns and Exchanges
Ordinary Returns
Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked" free returns policy which allows you to return delivered items to us for any reason up to 30 days from delivery of your Order, free of charge.
Refund Process
Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).
Your refund will be processed via the following methods:
- Cash on Delivery payments are refunded as store credit.
- Amber Points are refunded back as Amber Points upon return.
- In case you opt for store credit, the full refund value will be credited to your Ounass account after the item/s returned have been approved and you will be able to use such refund value for your future purchases on Ounass. Therefore you will not see a refund on your bank statement account as the refund value will not be transferred to your issuing debit or credit card bank.
Store credit is valid for a period of 24 months from issue date.
Please click here for details. Please note that for systems reasons, in order to receive an online credit, guest check out customers will need to create a Website Account and register their details with us.
Pre-Order Items
Returns are only available within 30 days of receiving the order. All refunds for any Pre-Order item will be refunded as store credit only. Please get in touch with our Customer Service representatives if you have any questions or concerns.
Damaged Goods/Incorrectly-Fulfilled Orders
If an item in your Order is received damaged by you or is not what you ordered, then please arrange for free return of the item to us using the Returns Process. The item must be returned in the same condition you received it in within 30 days of receipt for a full refund including, where applicable, original Order delivery charges, taxes and any duties. Replacement may be available. Defective items may also benefit from a manufacturer’s defects warranty. Please call us on +96824442640 if you believe your goods have a manufacturing defect.
When returned items are received by us, we inspect them. If upon inspection we determine that the item returned was damaged or is not in the condition it was in when sold to you, or we suspect any misuse of items, we reserve the right to reject the return and refund request and ship the item back to you. If you refuse delivery of the item, we will retain the item for a period of up to three (3) months from when it was returned to us by the courier. Following the expiry of this period, we may destroy the item at our own discretion and you acknowledge that you have waived your right to claim the item back by refusing to accept the delivery.
Shoes
Shoe returns will only be accepted if the shoes are in brand-new condition and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, or any type of damage and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.
Non-Returnable Items
Beauty and grooming items (including skincare, fragrance, make-up and haircare), underwear, face masks, earrings, candles and vintage pieces cannot be returned. In addition, all furniture orders are final and non-returnable.
Returns Process:
Items can be returned by arranging collection from your delivery address in Oman by either:
- contacting us by calling on +96824442640; or
- logging into the My Account/Order History section of the Website.
Please note that we cannot arrange returns for items located outside Oman.
General Conditions Applicable to Returns
In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of Order receipt:
- unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents). Shoes must not have any sole or other damage;
- in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached; and
- accompanied by the original Order confirmation.
- Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.
- We don’t accept returns for beauty products (including skincare, haircare, make-up, perfume), underwear, earrings. Unless the product has been damaged during shipping and retains its original packaging.
- We regret but we cannot offer returns on the following categories of products: products not purchased via the Website, products sold on other Al Tayer Group websites, including www.ounass.com sales originated outside of Oman. Gift items can only be returned with a refund given to the purchaser of the gift. The above is without prejudice to any rights you may have to return defective products.
- Any Amber points accrued on a returned purchase will be debited from your Amber account. Points will accrue on replacement items where applicable. Returned purchases which were paid for using Amber points will receive an online credit for the Website equal to the Amber points redemption value instead of Amber points being recredited. Please note that for systems reasons, in order to receive an online credit, guest check out customers will need to create a Website Account and register their details with us.
- We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under applicable law.
- Where you have returned an item that has benefitted from our Price Promise guarantee, special conditions apply. Please click here for details
Exchanges
We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.
Manufacturing Defects
In addition to our 30 day returns policy, certain product items may benefit from a manufacturer’s warranty. Please call us on +96824442640 if you believe your product has a manufacturing defect.
Cancellation
You may contact us at any time prior to your Order being marked as “Processed” on our online Order tracking system to cancel or change it. If you do so, we will at your request either: (i) cancel it free of charge and issue you with a full refund or (ii) do our best to change it, subject to stock availability and any applicable price adjustment. If the Order has been processed, please await delivery and use the Returns process.
Product Liability
By placing an Order through our Website, you acknowledge and agree that full liability for the products rests with the manufacturer and that we carry no product liability for those items save as described in the Returns section in relation to returning the products and refunding the price paid (where applicable).
Title to Goods
Title to the items in your Order will pass to you on the later of the day on which: (i) you pay us in full for those items; or (ii) the day you receive the items. Risk in the items in your Order passes to you on delivery to the address detailed in the Order.
Intellectual Property Rights
Your use of the Website and its contents does not grant you any copyright, design, trademark or other intellectual property rights relating to the Content (as described in the Content section below), including our software, HTML or other code contained in the Website. All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Website is typically protected by national and international intellectual property laws and treaties. You are permitted to use the Content only as expressly authorized by us or the licensor of such Content. Any reproduction or redistribution of the Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, linking, commercially exploiting, copying and use of the above listed materials on any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.
Content
In addition to the Intellectual Property rights mentioned above, "Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Website. We have made every effort to ensure that the information on the Website accurate and complete but we cannot promise that Content is error-free. We also do not promise that the functional aspects of the Website or Content will be error free or that this Website or the servers that make them available are free of viruses or other harmful components. We always recommend that you have up to date virus checking software installed.
User Generated Content
By providing a review you agree to be solely responsible for the content of all information you contribute. You also grant us a right to use any content you provide for our own purposes including republication in any form or media. Comments may be moderated and may not be displayed immediately but we do not commit to checking all content and will not be liable for third party posts. If you have a complaint about any posts please contact us here. We reserve the right in our sole discretion not to publish or to remove any comment including those that we believe may be unlawful, defamatory, racist or libelous, incite hatred or violence, detrimental to people, institutions, religions or to people's privacy, which may cause harm to minors, is detrimental to the trade marks, patents and copyrighted content, contains personal data, improperly uses the medium for promoting and advertising businesses. This Website is available to the public and therefore information you consider confidential should not be posted to this Website.
Third Party Sites
Our Website may include hyperlinks to other websites or resources operated by third parties. We are not responsible for the content or accuracy of any pages that are not on our Website or their availability. We do not endorse and are not liable, directly or indirectly, for the privacy policies of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.
Descriptions
At the time of publication on our Website, all product descriptions are believed to be accurate. We also strive to represent the products on our Website as accurately as possible, however colours and resolution may vary depending on your monitor’s display. All measurements and weights are approximate.
The Sustainability Clause
In an effort to contribute to sustainability and eco-consciousness, the term “sustainability” is used to refer to any brand that contributes to a greener planet by adopting eco-friendly processes. The campaign acknowledges labels that are trying to make a difference in their own ways. For the Ounass guidelines that qualify labels to our Sustainable Steps initiative, please click here
No Warranty
Except as otherwise provided in these Website Terms or required by applicable law, we make no representation, covenant or warranty and offer no other conditions, express or implied, regarding any matter, including, without limitation, the merchantability, suitability, fitness for a particular use or purpose, or non-infringement of Website membership, any Content, or any products purchased through the Website.
Your use of the Website is at your sole risk and it is provided on an "as is" and "as available" basis. We reserve the right to restrict or terminate your access to the Website at any time. Save as required by law, we make no warranties that access to the Website will be uninterrupted or error-free; that the Website will be secure; that the Website or the server that makes the site available will be virus-free; or that information on the site will be correct, accurate, adequate, useful, timely, reliable or otherwise complete. If you download any content from the Website, you do so at your own discretion and risk. You will be solely responsible for any damage to your computer or loss of data that results from the download of any such content. No advice or information obtained by you from the Website shall create any warranty of any kind.
Liability
Save for death or personal injury arising out of our negligence or as required by law, under no circumstances shall we, our affiliates, employees, directors, officers, agents or suppliers be liable to you or to any other person for any indirect, special, incidental or consequential losses or damages of any nature arising out of or in connection with the use of or inability to use the Website, including, without limitation, damages for loss of profits, loss of goodwill or loss of data. Without prejudice to the foregoing, in no event will we be liable for any amounts in excess of the amount paid by you for the product(s) in respect of which the claim arose.
Nothing in this Agreement is intended to impact any rights you or we may have under applicable law. We are committed to respecting individual rights including but not limited to moral, cultural and religious rights as enshrined in applicable law.
Indemnity
You agree to defend, indemnify and hold us, our directors, agents, affiliates, licensors and suppliers harmless from and against any and all claims, damages, costs and expenses, including legal fees, arising from or related to your use of the Website and/or your breach of any representation, warranty, or other provision of the Website Terms, including the use by third parties accessing the Website using your account caused by your action or inaction.
Entire Agreement
You acknowledge and agree that these Website Terms constitute the complete and exclusive agreement between us concerning your use of the Website and any purchase by you of any items through the Website, and supersede and govern all prior proposals, agreements, or other communications.
No Agency
Nothing contained in these Website Terms shall be construed as creating any agency, partnership, or other form of joint enterprise between us.
Assignment
We may assign our rights under this Agreement to any entity under the ultimate beneficial control of the Al Tayer family.
No Waiver
Any failure to exercise or any delay by either party in exercising its rights or remedies under these Website Terms shall not be construed as a waiver thereof. The rights and remedies provided by these Terms are cumulative and are not exclusive of any rights or remedies provided by law.
Illegality
If any provision of these Website Terms is held to be illegal or unenforceable, the remaining Website Terms (or parts thereof) will not be affected and will remain in full force and effect.
Disputes and Governing Law
These Website Terms are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai and all disputes arising hereunder are subject to the non-exclusive jurisdiction of the courts of Dubai, United Arab Emirates.