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This page sets out the legal terms and conditions (“Terms & Conditions”) under which Liwa Mart or its relevant affiliated company in your territory of residence sell any of the products (“Products”) listed on this website (“Website”) to you. We seek to comply with international standards in distance-selling and e-commerce at all times and if you have any concerns, please contact us through this website liwamart.ae/contact-us


Your Order

By placing an order for Products through our Website, you are confirming that you intend to enter into a contract with us for the purchase of those Products. You place the order for your Products on the Website by clicking the ‘Confirm Order’ button at the end of the checkout process. During the checkout process, you will be asked to complete your payment details. All fields indicated as compulsory must be completed (which includes providing us with a valid phone number email address). We will then send you an email confirming receipt, the details of your order and the delivery costs which will be added to the purchase price (if applicable).

Please note that neither completion of the online checkout process nor our confirmatory email constitutes our acceptance of your order. Our acceptance of your order will take place only upon receipt of full payment from you.  You can review the orders you have placed and their current status at any time by visiting our Website and clicking on “Log In” at the top of the page followed by selecting “Track Your Order”.

If we cannot supply you with the Products you ordered for whatever reason, we will not process your order and will inform you of this. If you have already paid for the Products we will provide you with a full refund as soon as reasonably possible.


Delivery / Collection

You will be asked to choose a designated store which is convenient for you.   Note that you may only collect from a designated store of the same brand as the Products being purchased.

If you opt for delivery, please note that delivery charges and timescales vary depending on the type of Products ordered, the service you select and the delivery address.

We will try our best to either deliver the Products to your address by the estimated delivery date set out in our order confirmation email.   If we are unable to meet our estimated delivery date, we will contact you as soon as we can with a revised estimated date.   We will inform you when the order is ready for collection or has been delivered to your address, as the case may be.

If you have selected delivery to your address and no one is available at the specified address at the time of delivery, our delivery company will contact you to arrange re-delivery.   The Products will only be left with a third party (such as building caretaker or a maid) with your express authority.

All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. 

Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g. material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.


Cancellation, Returns, Refunds and Exchanges

If you wish to cancel your order, you may communicate with our Customer Services department during working hours and within one hour of having placed it. Please note that we cannot accept cancellations outside of these periods as the order will have been processed and can only then be cancelled through our returns/refunds process.  If you paid by credit card or debit card, and you have cancelled in accordance with this clause then we will reverse the authorization or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account.

If you wish to return your order for a refund or to exchange certain Products, you must inform us within 7 days of receipt of your order and in the same condition as supplied, in their original packaging with a copy of the relevant invoice.  Please note that any items which had been provided free-of-charge with the relevant Products must also be returned.

Subject to the below exclusions, where you return your order or wish to exchange certain Products, we will process a refund upon receipt of the returned/exchanged Products, excluding any delivery charges you paid for. For an exchange, either you will need to place a new order for delivery.

In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement Product or we will give you a full refund, including any delivery charges you paid for. In any case you must return the faulty, damaged or incorrect Products to us as soon as possible.

You must take reasonable care of any Products that you wish to return and not use them. We will not be responsible for any loss or damage caused to the items during your possession.


Refund Process for the Rest of the World

  • You’ll have to cover postal charges yourself, so make sure to mark your parcel as “returned goods” to avoid being charged additional duties.
  • Don’t forget to ask for a tracking ID/proof of shipping to track your parcel and to have proof that you’ve sent it.
  • Once you have returned the items, it can take up to 28 working days maximum for us to receive the shipment and process the refund. The amount would be refunded back to you by cash on delivery “return package” after Aramex get to do full check on the items or the card used for payment based on your selection while returning the items. You can check with your bank after this time or Drop them off at the nearest Aramex branch immediately after creating your ‘Size change’ request. If we don’t receive the original items within 2 weeks of your request, we’ll have to cancel your request to swap your size.
  • Exchange can only be made within 28 daysfrom the date of delivery.
  • It should also be in the same brand box you received.
  • Item should be in a good condition and not used along with the original tag and a copy of the bill.


Once the items have been picked up and reach our warehouse we will contact you with an update then you can be able to purchase our products through our website: liwamart.ae/shop/