Terms of Service

Who we are

These Terms of Service are issued by Real Touch Furniture Industry L.L.C. ("Real Touch", "we", "us"). We are a limited liability company established in the Emirate of Dubai, United Arab Emirates. Our workshop and the place from which the online store is fulfilled is Warehouse No. 18, Gate No. 2, 24A Street, Al Quoz Industrial Area 3, Dubai, P.O. Box 282670.

We sell furniture through the online store at realtouch.ae, including living, bedroom, dining, tables, and chairs. We also design, manufacture, and install bespoke furniture and joinery, and, where a quotation says so, we carry out interior fit-out, upholstery, glass and mirror work, and CNC cutting and carving, for residential, commercial, and hospitality projects. We have worked from Dubai since 2014.

Returns are set out in our Returns and Refund Policy. The warranty on furniture we make is the Real Touch Guarantee. Personal information is handled under our Privacy Policy. If one of those pages is more specific than these terms, that page applies to its subject. It does not remove a right UAE law does not allow to be removed.

You can reach us at +971 4 340 4784, on WhatsApp at +971 50 530 4784, and by email at hello@realtouchllc.com or info@realtouchllc.com. Our trade licence is displayed at the workshop and will be given to you on request before you enter a contract.

Definitions

In these terms:

Bespoke Goods

Goods made, altered, or finished to your size, drawing, colour, fabric, or other specification, and materials we buy specially for that work.

Commercial Client

A person who contracts with us in the course of a business, trade, or profession.

Consumer

A person the consumer protection laws of the UAE treat as a consumer. If you are a Consumer, the protections written for Consumers apply even if another sentence is written for Commercial Clients.

Contract

A contract formed under section 06, including these terms where they apply, and the accepted Quotation or project contract for that job.

Goods

Furniture, joinery, upholstery, glass, mirror, panels, and any other goods we agree to supply.

Online store

The shop on the Website through which listed furniture can be added to a cart and paid for at checkout.

Order

An offer you make to buy Goods or Services, whether through checkout, by email, or by accepting a Quotation.

Store Order

An Order placed through the online store checkout for a listed product.

Project Order

Fit-out, custom furniture, or other work supplied against a Quotation or a signed project contract, including a listed product that is made to order or finished to a size, fabric, or colour you chose.

Quotation

A written quotation, proposal, or estimate we issue, including its drawings, specifications, and payment schedule.

Services

Design, surveying, manufacture, delivery, installation, fit-out, and any other service we agree to perform.

Standard Goods

Goods that are not Bespoke Goods, and that were not described as cut, clearance, or made to order.

Website

realtouch.ae, and any page, account, or checkout we operate under that name.

You

The person using the Website or contracting with us, including a company on whose behalf you act.

What these terms cover

These terms apply to the online store, including browsing, an account, a cart, checkout, and a Store Order. They also apply when you ask us, through the Website or otherwise, to carry out fit-out or custom furniture work. A written Quotation or a signed project contract controls that job where it says something different, except that it cannot remove a right UAE law does not allow to be removed.

If there is a conflict, this order applies, but only so far as UAE law allows:

1. A signed project contract or letter of award for that job.
2. The Quotation or order acknowledgement you accepted, including its drawings, specification, and payment schedule.
3. These terms.
4. Our Privacy Policy, for personal data.

A project contract or accepted Quotation may add detail. It may not remove a right that UAE law says cannot be removed. Past projects shown on the Website, including hospitality and residential work, are examples of completed work. They are not an offer to supply those pieces.

We do not operate this Website as a marketplace for third-party sellers. Goods and Services are supplied by us, or by specialists we engage and for whom we remain responsible to you.

Capacity

You confirm that you have the legal capacity to contract. In the UAE, a person generally reaches the age of majority at 21 lunar years. If you have not reached the age of majority that applies to you, a parent or legal guardian must contract with us.

If you act for a company, or you are a designer, contractor, or consultant ordering for an end client, you confirm that you have authority to bind the person you name as the client. You are the person we contract with. We are not obliged to take instruction from the end client unless you authorise that in writing. You are responsible for passing on approvals, access, and payment.

Please give us current and accurate contact, billing, and site information, and tell us if it changes, so we can complete the work and reach you about it.

The online store

The online store is where you buy listed furniture. A product page shows the description, the main dimensions and materials, the price in dirhams including VAT, whether delivery or assembly is included, and whether the piece is in stock, made to order, or available to enquire about. That page is an invitation to buy. It is not itself the contract.

You may add an item to the cart and pay at checkout when checkout is open. Until checkout is open, you can browse and enquire, but you cannot complete a Store Order. Colours on a screen are a guide. Dimensions on a product page are the dimensions we will supply, subject to the natural variation in section 09, unless the page says they are approximate.

Checkout shows the goods, the quantity, the delivery address, the total price, and any delivery or assembly charge before you pay. We do not add a fee after you confirm. If guest checkout is offered, you may use it. If you open an account, you keep the login confidential and you are responsible for Orders placed through it. Tell us promptly if you believe someone else has used it.

We work to keep the store available, accurate, and secure. We do not promise that it will be uninterrupted. Taking it offline for maintenance or security does not cancel an Order we have already confirmed. We may suspend access used unlawfully, fraudulently, or in breach of section 17. Where we can, we will tell you why, unless the law prevents us or telling you would compromise security. Closing an account does not, by itself, cancel a paid Order.

The Website is also where you can ask for fit-out and custom furniture. An enquiry form, an email, or a WhatsApp message is not an Order. That work follows section 08.

How an order is formed

A product page, a brochure, a message, or a conversation is an invitation. It is not an offer we are bound to accept. Electronic acceptance is valid.

Store orders

You offer to buy when you submit checkout and pay the total shown. The contract is formed when we send the order-confirmation email. If we cannot accept the Order — because the item is no longer available, there is an obvious price error, the address is outside the area we can serve, or we reasonably believe the Order is fraudulent or mistaken — we will not send that confirmation. If you have already paid, we refund that sum, by the original method where we can, within 14 days. We will not confirm an Order and then swap the product for a different one unless you agree.

Fit-out and custom furniture

A contract for project work is formed only when one of the following happens:

• we issue a written order acknowledgement, or we countersign a Quotation or proposal that you have accepted in writing, including by email or a signed PDF; or
• we start work at your written request, in which case the contract is on the last Quotation we sent, if you have not rejected it.

A listed product that is marked made to order, or that you configure by size, fabric, or finish, is a Project Order even if you paid at checkout. The confirmation email will say so.

Before a contract is formed, we may decline an Order. We may do so if we cannot meet the specification, the site is outside the area we have agreed to serve, the quantity is not available, there is an obvious error, or we reasonably believe the Order is fraudulent, mistaken, or placed for resale without our agreement. If we decline after you have paid, we refund the sum paid for the part we will not supply, by the original method where we can, within 14 days.

We will not change the price or the main characteristics of an Order we have already accepted, except under section 07 or an agreed variation. Posting a new version of these terms does not change a contract already formed.

Quotations

Unless a Quotation says otherwise:

• it is valid for 30 days from its date;
• it is based on the information, drawings, and site access you have given us;
• it covers only the items and services it lists;
• it is in UAE dirhams;
• it states whether VAT is included. If it does not, VAT at the rate in force (currently 5%) is added;
• a date in it is an estimate, not a fixed date, unless it is labelled as fixed.

A Quotation is not a promise of a start date until any agreed first payment has cleared and the approvals named in the Quotation have been given.

After a survey, a shop drawing, or a comment from an authority or landlord, the scope or the price may need to change. We will tell you in writing, including the effect on price and time, before we proceed with the change. We will not make that change unless you agree, except where the change is an upgrade at no extra cost to you.

If a specified material or finish becomes unavailable for a reason outside our control, we will offer a close alternative or cancellation of the affected part. If you do not agree the alternative, you may cancel that part. We will refund the sums paid for it, less the cost of work already done and of materials that cannot reasonably be reused, where those costs were incurred with your approval. We will itemise them.

Fit-out and custom furniture

This section applies to fit-out and to custom furniture. It does not apply to a Store Order for a standard piece, unless that piece is made to order or you chose a size, fabric, or finish.

Fit-out means the interior works described in the quotation: joinery, furniture, and the related installation we have agreed to manage. It is not included in the assembly of a catalogue piece. Custom furniture is made for you. It is not held in stock. Once payment for a custom piece is confirmed, making starts, and the order cannot be cancelled for a change of mind. Section 15 states that rule.

Before we manufacture, we will agree the relevant drawings, finishes, and dimensions, or we will record that you have asked us to proceed on a defined sample or written instruction. Your written approval, including by email, of a shop drawing, finish sample, or cutting list is your confirmation that those details are what you want us to make.

You are responsible for measurements you supply, and for the fit of furniture against site conditions you control, such as finished floor levels, wall straightness, and services, unless we surveyed those conditions. If we survey, we are responsible for the measurements we take, subject to later changes on site that we did not cause.

A variation — a change to design, size, material, quantity, or a site condition — is not part of the price until we both agree it in writing, including the effect on price and time. If a variation is needed for safety or to meet a legal requirement, we will tell you as soon as we can and pause the affected work until you decide, unless a delay would create an immediate risk.

We may use specialist workshops and subcontractors. We remain responsible to you for work we subcontract, to the extent of the Contract and the law.

Samples we lend you remain our property unless the Quotation sells them. Please return them on request.

Materials, colour, and descriptions

We describe Goods as accurately as we reasonably can, in line with our duties under the consumer protection and digital commerce laws of the UAE. Wood, travertine, marble, leather, fabric, and metal are natural or batch-produced. Colour, texture, and veining will vary. Those variations, and the small imperfections that come with them, are not defects. As imported wood acclimates to the UAE climate it may move slightly or develop a crack. That is the nature of the material, not a manufacturing fault. A sample shows type and quality. It is not a promise that every panel will be identical.

Where colour is critical, ask for a physical sample before you approve production. We will not treat a screen colour as an agreed finish unless we have confirmed it against a physical sample.

Upholstery, glass, mirror, and CNC work follow the specification in the Quotation. We do not supply fire-rated, structural, acoustic, or safety-rated glass or boards unless the Quotation says so in those words.

We may substitute a material only with your written agreement, unless the substitution is not noticeable, does not cost you more, and does not reduce the performance we described. If you do not agree a material change, section 07 applies.

Where we supply a tall, wall-mounted, or freestanding unit that can tip, we will tell you if it should be fixed to the structure. If installation is included and the structure allows, we will fix it. If you install it, follow the fixing instruction we give you. If you refuse a fixing we have recommended in writing, we are not liable for tipping that the fixing was meant to prevent.

Prices and VAT

Prices are in UAE dirhams. For a Store Order, the checkout total is the price. It includes VAT and any delivery or assembly charge that applies. If the product page says delivery or assembly is free, or is included, we do not add that charge afterwards for an address inside the area stated on that page. A charge for an address outside that area, or for access that needs extra people or equipment, is shown before you pay. If we cannot show it at checkout, we will tell you and you may cancel that item for a refund of what you paid toward it.

A project Quotation may show amounts before VAT, provided it says so and the VAT amount is clear before you accept. We do not add a fee for a payment method, delivery, or handling that was not disclosed before you accepted the Order.

Prices for new quotations may change. A later price change does not affect an Order we have already accepted, except under section 07 or a variation you agree.

Payment

A store order is paid in full at checkout. Card payments run through our payment provider on a secure checkout. We will not ask you to send a full card number by email.

A custom-made order is also paid in full when you place it. That payment is not refundable for a change of mind, and making starts when the payment is confirmed. This is the rule in our Returns and Refund Policy. It does not apply if the piece is defective, or if we do not supply it.

Fit-out payment terms are those in the quotation. If a quotation is silent, we will agree the schedule in writing before site work starts. We will not ask you to pay a stage the quotation does not provide for.

Project invoices may also be paid by bank transfer or another method we confirm in the Quotation. We issue invoices in Arabic, and we may also issue them in English. A Store Order receipt is sent to the email you give at checkout.

If an undisputed milestone is overdue, we may pause the affected work after written notice, until it is paid. We will not treat a short, good-faith dispute about a snag as a reason to hold Goods you have already paid for. If you dispute part of an invoice, pay the undisputed part and tell us, in writing, what you dispute within 7 days of the invoice.

Ownership of Goods does not pass to you until we have received cleared payment of their price. This does not limit your rights if the Goods are defective, and it does not allow us to take back Goods in a way that the law does not permit.

We will not charge a Consumer a late fee unless the law allows it and the fee was stated before the Order. Any late charge in a Commercial Client's Quotation will be proportionate to the delay, and will be stated in that Quotation rather than imposed afterwards.

Delivery and assembly

Store orders

We deliver Store Orders to the address you give at checkout, within the UAE, unless the product page limits the area. Where the product page or checkout says delivery and assembly are included, both are part of the price for an address in that area. Assembly means unpacking the piece, placing it, and fixing it as the product page describes. It does not include moving other furniture, electrical or plumbing work, or a fit-out of the room.

You, or a person you authorise, need to be there to receive the delivery, and to give safe access, a clear space, and power if fixing needs it. If no one is available, we will rearrange once at no charge. A further wasted visit may be charged only if we told you the cost before that visit. The date on the product page or in the confirmation email is an estimate unless it is labelled as a fixed date. We will tell you if it moves, and why.

Fit-out and custom furniture

Any date we give for project work is an estimate unless the Quotation calls it a fixed date. Custom furniture and fit-out depend on your approvals, on materials, and on the site being ready. We will tell you if a date will move, and why. Time does not start until we have the approvals and the payment the Quotation says we need and, for installation, until the site is ready. The delivery charge, if any, is stated in the Quotation before you accept.

Both

Risk in the Goods passes to you when we deliver them to that address, or when you or a person you authorise collects them. If you do not take delivery within 14 days after we tell you the Goods are ready, we may store them. We will charge storage only if we have told you the rate before storage starts. We will not dispose of Bespoke Goods without at least 30 days' further written notice. Sums you have paid stay credited to the Order. Risk does not pass in a way that leaves you carrying loss caused by our negligence before delivery.

You will provide safe access, a clear working area, finished floors and walls where the Quotation assumes them, power, and a person who can decide on site. If the site is not ready, or access is refused, on a date we agreed, the programme moves by the period of delay. We may charge the reasonable wasted cost of a visit only if that cost was described in the Quotation, or we told you of it before the visit.

Installation, protection of finished surfaces, and making-good are included only if the Quotation lists them. We will make good damage we cause. We are not responsible for existing defects in the building, or for the work of other contractors, except to the extent we damage the site through our negligence.

Landlord consents, community approvals, and authority permits are your responsibility unless the Quotation says we will obtain them. We will give you the drawings you reasonably need for that purpose.

Inspection on delivery

Every order is inspected before it leaves our warehouse. Please inspect it again on delivery and sign off. If you cannot inspect at that moment, inspect within 24 hours. If you believe a piece is defective, or was damaged in shipping, email photographs to hello@realtouchllc.com immediately, and in any case within those 24 hours. We will deal with it promptly.

A defect that could not reasonably have been seen on delivery — for example a joint that opens in use — is claimed under the Real Touch Guarantee, not lost because the 24 hours have passed. A delay in notice does not remove a right UAE law gives you. Early photographs do let us claim from a carrier where the damage happened in transit.

For fit-out, practical completion is the date we tell you the work is ready to be checked, or the date you start using it, whichever is first. Tell us of visible installation issues at handover, or within 24 hours. We will remedy installation snags that are our responsibility within a reasonable time. You may retain a reasonable sum against open snags — not more than a fair estimate of the cost of putting them right — until they are closed. Minor snags are not a ground to withhold payment for work that is not affected.

Neither of us has the sole right to decide whether Goods conform. If we disagree, use section 23, including the Dubai consumer protection authority.

The Real Touch Guarantee

Furniture we make, whether a standard size from the online store or fully custom for a villa, office, or project, is covered by the Real Touch Guarantee. From the day it is delivered and installed, you are covered for 12 full months. If a fault in materials or workmanship appears in normal home or office use, we will repair or replace the item at no extra charge, anywhere in the UAE.

This guarantee is in addition to your rights under Federal Law No. 15 of 2020 on Consumer Protection, as amended, Cabinet Decision No. 66 of 2023, and any other mandatory UAE law. If the law requires a longer period or a wider remedy, the law applies. The full part-by-part list, care instructions, and the order checker are on the guarantee page. You can confirm cover with your WooCommerce order number or invoice number and open the digital certificate from that page.

To claim, use the form on the guarantee page with your order or invoice number and two or three clear photographs. We review a claim within 24 to 48 hours and arrange a free inspection visit anywhere in the UAE. Every claim is also sent to hello@realtouchllc.com. If we cannot fix the fault at your place, we collect the piece, repair it at our factory in Al Quoz Industrial Area 3 with matching materials, and deliver and install it again. There is no delivery or labour charge for that factory repair.

Where the law requires spare parts or maintenance beyond this guarantee, we will make them available for a reasonable period, or tell you where they can be obtained. Parts outside the guarantee are chargeable, and we will tell you the cost before we supply them.

Returns, cancellation, and refunds

Returns follow our Returns and Refund Policy. These terms say the same thing, and add the rules for fit-out.

Standard pieces from the store

We do not exchange or refund an item because you have changed your mind, or because it does not suit the room after delivery. Each order is inspected before it leaves the warehouse. You inspect it on delivery and sign off, or within 24 hours if you cannot inspect at once.

If a piece is delivered defective or damaged, email photographs to hello@realtouchllc.com immediately, or within 24 hours, and we will put it right promptly. The usual remedy is repair or replacement under the Real Touch Guarantee. If repair or replacement will not put it right within a reasonable time, we refund the price of the affected item. We do not have the sole right to decide whether it conforms.

It is your responsibility to make sure the piece will fit through the doors, entryways, and lifts on the way to the room. If it does not fit for that reason, we cannot accept a return or a refund. This does not apply if the piece is larger than the dimensions we stated, or if we measured the route and confirmed that it would fit.

Custom-made orders

A custom-made order begins as soon as payment is confirmed, and it is built to your specification. The price is paid in full when you place the order, and that payment is not refundable because you have changed your mind. Once payment is confirmed, the order cannot be cancelled, changed, returned, or refunded for a change of mind.

That limit is only for a change of mind. It does not apply if the piece is defective, damaged in delivery, or not as we agreed. Those cases follow the Real Touch Guarantee and the paragraph above. It also does not apply if we never supply the item: we then refund what you paid for it.

Fit-out

You may cancel an enquiry, or a quotation you have not accepted, at any time, at no cost. Furniture made to order as part of a fit-out follows the custom-made rule once payment for that furniture is confirmed. Other fit-out work follows the quotation. If the quotation is silent and you cancel after we have started, you pay for work properly done and materials already committed, and we refund the rest. Those are costs, not a penalty. A consumer will not be asked to pay a sum out of proportion to the loss.

We may cancel an accepted order, on written notice, only if you do not pay an undisputed sum within 14 days after a reminder, you do not give approvals or site access within a reasonable time and the job cannot continue, a required approval is refused for a reason that is not our fault, or continuing would be unlawful. If we cancel for one of those reasons, we refund sums paid for work not done and goods not delivered, after deducting itemised costs already incurred for a custom piece whose payment you had confirmed. If we cancel for our own convenience, we refund all sums you paid for the cancelled part. You have the same right to cancel for our material breach, after giving us a reasonable chance to put it right where it can be put right.

Your responsibilities

You will:

• check drawings and finish approvals before you approve them;
• tell us about site constraints, landlord rules, and services in the work area that you know about;
• obtain landlord or authority consent unless we have agreed to obtain it;
• keep children and people who are not authorised clear of the work area during installation;
• insure the existing building. We carry insurance for our own work and our people while they are on site, and we will confirm the cover on request.

If you give us a logo, artwork, fabric, or a design to make or to copy, you confirm that you have the right to let us use it for the job. Tell us if something must not be reproduced. We are not liable for a defect in a material you supplied, if we followed your instruction, except where we should reasonably have warned you and did not.

Website rules

You may use the Website for lawful enquiries and Orders. You must not:

• use it for an unlawful purpose, or ask someone else to do so;
• infringe our intellectual property or anyone else's;
• harass, abuse, or unlawfully discriminate against our people or other users;
• send false information, or pretend to be someone else;
• upload malware, or attempt to break, overload, or bypass the security of the Website or a related system;
• scrape or harvest personal information from the Website without a lawful basis;
• use the Website to send spam or phishing; or
• copy our project photographs or drawings for commercial use without written permission.

We may suspend Website access that breaches this section. Where we can, we will explain the reason. We will not keep a payment that relates to a lawful Order merely because of a dispute about use of the Website.

Intellectual property

The Website, our name, the Real Touch mark, our project photographs, shop drawings, CNC files, and designs we create remain ours, or are used by us under licence. You receive a licence to use the drawings we issue for the project they were made for: to construct, install, maintain, and insure that project. You do not receive the right to reuse them on another site, or to give them to another workshop to copy, unless we agree in writing.

Design fees, where there are any, are stated separately. Paying for manufacture includes the design work listed in the Quotation. It does not transfer ownership of the drawings.

You keep ownership of materials and branding you supply. You grant us a licence to use them to perform the job and, unless you tell us in writing before completion that the project is confidential, to show the finished work in our portfolio, on the Website, and on our social channels. We will not publish your private residential address, or your name, without your consent.

Comments and ideas

If you send a review, testimonial, or suggestion and we did not ask you to keep it confidential, you allow us to use it, with the name you give, in connection with our business, for as long as that use is relevant. You may ask us to stop using a review you posted, and we will do so unless we must keep a copy for a legal record. We do not claim ownership of designs you already owned.

Please do not send confidential product ideas that you expect to be paid for, unless we have signed an agreement first. We may already be working on a similar design. We may refuse or remove a comment that is unlawful, abusive, misleading, or that infringes someone else's rights. We do not have to publish every comment, and we are not responsible for a comment a user posts, except to the extent the law says we are.

Privacy

Personal information is handled under our Privacy Policy. When you visit realtouch.ae we collect device information, including browser, IP address, time zone, and cookies, and information about the pages and products you view and how you reached the site. When you buy, request a quote, or try to buy, we collect order information: your name, billing and shipping address, payment information, email, and phone number.

We use order information to fulfil the order, take payment, arrange shipping or installation, send invoices and confirmations, talk to you about a custom or fit-out project, and screen for fraud. We use it for product or service messages only in line with the preferences you have shared. We use device information to screen for fraud and to understand how the store is used, including through Google Analytics. We may share personal information with the service providers who do that work for us, and where UAE law, a court, or a lawful request requires it. We do not sell personal information. Card details are handled by the payment provider.

We keep order information for our records so we can support the piece and honour the Real Touch Guarantee, unless you ask us to delete it. We may keep what UAE law requires us to keep, including invoices. You may ask to access, correct, update, or delete personal information we hold. Write to info@realtouchllc.com. Where Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data applies, the rights in that law also apply.

The Website may use cookies that are necessary to run a checkout and to remember a preference you set. Any other cookies are used only as the Privacy Policy describes and, where the law requires it, with your consent.

We send marketing messages only with your consent, or where the law otherwise allows. You can opt out at any time by writing to info@realtouchllc.com or by using the link in the message. A message about an Order you have placed is not marketing.

Third-party services

The Website may link to Instagram, WhatsApp, maps, or other third-party sites. Those sites have their own terms and privacy notices. A link is not an endorsement, and we are not responsible for their content or for a transaction you make with them. Please read their terms before you rely on them.

If we offer a third-party tool, we do so so you can use it in connection with an enquiry or an Order. The tool provider's terms also apply. We do not control that provider, and we are not liable for the tool except to the extent we are required to be, or to the extent we adopted what it did.

Liability and indemnity

Nothing in these terms excludes or limits liability that UAE law does not allow us to exclude or limit. That includes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for a defective product where the law imposes liability, and for a Consumer's mandatory rights.

If you are a Consumer, we do not limit our liability for our breach beyond what a UAE court or competent authority may award. In particular, we do not exclude liability for a foreseeable loss caused by our failure to supply Goods or Services with reasonable care, or by Goods that are not as described.

If you are a Commercial Client, and only to the extent the law allows a limit, our total liability arising out of a project is limited to the price paid under that project. That limit does not apply to death or personal injury caused by negligence, to fraud or wilful misconduct, or to any liability the law does not allow to be limited.

We are not liable for delay or cost caused by information you gave us that was wrong, by a site condition you did not tell us about and that a competent survey would not have seen, or by other contractors, except to the extent we caused or contributed to it.

The Website is a place to enquire and, where enabled, to order. General pages are not advice. Reliance on a project note or a photograph, other than on an accepted Quotation, is your own commercial judgement.

You will indemnify us against a third-party claim that materials, logos, or designs you supplied infringe their rights, or that arises from your unlawful use of the Website, except to the extent we caused the claim by our breach or negligence. We will tell you of the claim promptly and will not settle it without consulting you. This indemnity does not require a Consumer to pay a sum out of proportion to the loss, and it does not apply to the extent UAE law would treat it as a term that cannot stand.

Complaints

For a fault in furniture, use the claim form on the Real Touch Guarantee page, with your order or invoice number and two or three photographs. You can also write to hello@realtouchllc.com, call +971 4 340 4784, or message us on WhatsApp at +971 50 530 4784. Give your name, the quotation or order reference, what has gone wrong, and what you want us to do.

We will acknowledge a complaint within 5 working days, and we will aim to give a substantive reply within 15 working days of receiving the details and access we reasonably need. Working days are Monday to Friday, excluding UAE public holidays. If we need a site visit, we will propose a date.

You may also complain to the consumer protection function of the Dubai Department of Economy and Tourism, or to the UAE Ministry of Economy. Using this process does not stop you from doing so, and it is not a condition of going to court.

Governing law and disputes

These terms, and any Contract they apply to, are governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates.

The courts of Dubai have jurisdiction. That does not take away a right you have to use a consumer protection authority. We do not require a Consumer to arbitrate. If a project contract with a Commercial Client contains an arbitration agreement, that agreement applies to disputes under that project, to the extent it is valid.

We would rather resolve a disagreement directly first. Asking for that is not a bar on a complaint or a claim.

Changes to these terms

We may update these terms for future use of the Website and for future Orders. The version in force when a Contract was formed continues to apply to that Contract. We will not change the terms of an accepted Order by posting a new page.

The current version and its effective date will be published on this page. If a change matters to how the Website may be used, we will note the change on this page for a reasonable period. Continuing to browse after that date means the new terms apply to later use of the Website. It does not amend a sale already concluded.

Events outside our control

We are not in breach only because we are delayed by something outside our reasonable control, including fire, flood, epidemic, port or customs closure, government action, failure of a utility, or a key supplier failing for a reason we could not reasonably avoid. We will tell you, and we will limit the delay.

If that delay lasts more than 90 days, either of us may cancel the affected part. We then refund sums paid for work not done and Goods not delivered. This section does not remove a right to a refund for Goods that were never supplied, and it does not excuse a payment you already owe for work that was completed.

General

If a court or a competent authority finds that a term is unlawful, or that it is a term the consumer protection law does not allow, that term is read down to the minimum needed to make it lawful, or it is severed. The rest remains in force.

If a term is ambiguous and you are a Consumer, it is read in the way that is more favourable to you.

If we do not insist on a right immediately, we have not waived it. A waiver must be in writing to be effective.

These terms, together with the accepted Quotation or project contract and the Privacy Policy, are the whole agreement about their subject. They replace earlier discussions on that subject. They do not exclude liability for fraud, or any statement the law does not allow us to exclude. A person who is not a party has no right to enforce these terms, except a company in our group that a Contract names as performing the work, and except as the law requires.

Notices to us must be sent to hello@realtouchllc.com or to the workshop address in section 01. We will send notices to the email or physical address you last gave us. Email is enough unless a project contract requires delivery by hand for a particular notice.

Language

These terms are issued in English. UAE law requires consumer information, advertisements, invoices, and contracts to be available in Arabic. The Arabic panel on this page states the essential commercial information. A full Arabic text of these terms is available on request before you accept a Quotation or pay for an Order, and will be published on this page.

For a Consumer in the UAE, if a published Arabic text differs from the English, the Arabic text prevails. Invoices are issued in Arabic, and may also be issued in English.

Contact

Questions about these terms:

Real Touch Furniture Industry L.L.C.
Warehouse No. 18, Gate No. 2, 24A Street
Al Quoz Industrial Area 3, Dubai, United Arab Emirates
P.O. Box 282670
hello@realtouchllc.com
info@realtouchllc.com
+971 4 340 4784
WhatsApp +971 50 530 4784

Please use the subject line "Terms of Service" so the message reaches the right person.