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Terms and Conditions

Last Updated: January 12th, 2026

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These are the terms and conditions on which we supply products to you. Please read these terms carefully before placing an order via this site.

These terms tell you what you need to know about purchasing products from us. We may make changes to these Terms and Conditions of Sale without notice by posting the new terms on this Site.  The terms and conditions posted on the Site at the time you place your order will govern that purchase.

TABLE OF CONTENTS

  1. WHO ARE WE AND HOW TO CONTACT US
  2. BY USING THIS SITE YOU ACCEPT THESE TERMS
  3. OTHER TERMS THAT MAY APPLY TO YOU
  4. PLACING AN ORDER
  5. PRICING AND SHIPPING FEES
  6. PAYMENTS
  7. PRODUCTS
  8. GIFT CARDS
  9. CANCELLATIONS AND RETURNS
  10. DELIVERY
  11. PRIVACY POLICY
  12. WARRANTY
  13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
  14. WHEN WE CAN END THE CONTRACT WITH YOU
  15. GOVERNING LAW AND JURISDICTION
  16. ALTERNATIVE DISPUTE RESOLUTION
  17. AMENDMENT TO THE TERMS
  18. SEVERABILITY CLAUSE
  19. CONTACT INFORMATION

 

1. WHO ARE WE AND HOW TO CONTACT US

The web shop provided on the website https://hexclad.ae/ (the “Site”) is operated by HexClad Cookware Trading LLC, a company incorporated in the United Arab Emirates and operating the Hexclad brand in the UAE (hereinafter referred to as “we”, “us”, “our” or “Hexclad”).

Our registered office is at Office 512, 5th Floor, Rasis Business Center, Al Barsha, Dubai, United Arab Emirates.

Where applicable, value added tax (VAT) will be charged in accordance with UAE law.

You can contact us by email at uaesupport@hexclad.com.

2. BY USING THIS SITE YOU ACCEPT THESE TERMS

These Terms and Conditions (“Terms”) govern the relationship between HexClad Cookware Trading LLC and customers (“you” or “your”) in the sale of physical goods (“Products”) by HexClad Cookware Trading LLC through the Site.

By accessing or using the Site, creating an account, or placing an order for Products, you confirm that you have read, understood and agree to be bound by these Terms.

If you do not agree to the Terms, you must not use the Site or purchase Products from us.

We recommend that you retain a copy of these Terms for your records.

3. OTHER TERMS THAT MAY APPLY TO YOU

These Terms refer to the following additional terms and policies (as updated from time to time), which also apply to your use of the Site in the United Arab Emirates and form part of your contract with us, as applicable:

4. PLACING AN ORDER

The presentation of the Products in the online shop does not constitute a legally binding offer, but only an invitation to place an order.

By clicking on the checkout button and submitting your order,  you make an offer to purchase the Products in your basket. Please check your order carefully before placing it.

After you place an order, we will send you an email confirming that we have received your order.  A binding contract between you and us will only be formed when we send you a further email confirming that your order has been accepted.

To place an order on the Site you must be at least 18 years old and be authorized to use the payment method used for the order. If you are under 18, you may place an order only with involvement of a parent or guardian.

We reserve the right to refuse or cancel any order prior to acceptance, including where:

-        A Product is unavailable or out of stock;

-        There is an error in pricing or product information;

-        We are unable to verify payment or delivery details; or

-        We reasonably suspect fraudulent, abusive or unauthorized activity.

Where we refuse or cancel an order after payment has been taken, we will notify you and refund any amounts paid without undue delay.

5. PRICING AND SHIPPING FEES

The prices of Products are displayed on the Site and are shown in United Arab Emirates Dirhams (AED), unless stated otherwise. 

Where applicable, VAT will be charged in accordance with the applicable laws and regulations of the United Arab Emirates.

We may charge shipping fees for delivery of Products. Shipping fees may vary depending on factors such as delivery location, weight size and/or value of the Products, and any promotional offers in effect at the time of purchase. All applicable shipping charges will be clearly indicated at checkout.

6. PAYMENTS

Payment for Products must be made in full at the time you place your order, unless otherwise stated on the Site.

We accept all forms of payment indicated on the checkout page.

Use of any buy-now-pay-later or instalment payment option is subject to eligibility checks and approval by the relevant third-party provider, and their separate terms and conditions. We do not provide credit and are not responsible for any decision made by such providers.

You agree to provide current, complete, and accurate order and payment information for all purchases made through the Site, and to promptly update such information as necessary, so that we can complete your transactions and contact you as needed.

By submitting your order, you authorize us (or our payment service providers) to charge the selected payment method for the total amount payable for your order, including any applicable taxes and delivery charges.

We reserve the right to correct any errors or inaccuracies in pricing or payment information prior to acceptance of your order.  Such corrections will not affect orders that have already been accepted by us.

7. PRODUCTS

We make reasonable efforts to display the colours, features, specifications, and details of the Products as accurately as possible. However, images of Products are for illustrative purposes only and the appearance of Products may vary slightly from how they appear on your device or from their packaging.

If a Product does not meet your expectations, please refer to our Returns and Refunds Policy for information on how to request a return or refund.

Where we supply Products that are customized or made to your specifications, you are responsible for ensuring that all information you provide to us is complete and accurate.  Such Products may not be eligible for return or refund, except where required by applicable law.

8. GIFT CARDS

(a)General
HexClad Digital Gift Cards (“Gift Cards”) may be available for purchase through our UAE online store and are issued by HexClad Cookware Trading LLC. By purchasing or using a Gift Card, you agree to these Terms, which form part of our Terms and Conditions of Sale.

(b) Validity
Gift Cards are valid for three (3) years from the end of the calendar year in which the card was purchased, unless a longer period is required by applicable law. No activation, service, or dormancy fees apply.

(c) Redemption
Gift Cards may only be redeemed on the UAE version of the HexClad online store. They may be used toward any available Product, including promotional or sale items. Gift Cards may be redeemed in multiple transactions until the full balance is used or the Gift Card expires, if applicable.

(d) Refunds and Cash Value
Gift Cards are non-refundable and cannot be exchanged for cash, except where required by applicable law. Orders paid (in whole or in part) with a Gift Card will be refunded in the form of store credit or a replacement Gift Card. Lost, stolen, or damaged Gift Cards will not be replaced unless proof of purchase and remaining balance can be verified by us. We are not responsible for any unauthorised use of a Gift Card.  In the event of any business restructuring, sale, or insolvency affecting the issuing entity, the treatment of outstanding Gift Card balances will be subject to applicable law.

(e) Data and Security
Gift Card codes should be treated as cash. Anyone in possession of a valid code may redeem it. Personal data collected in relation to Gift Cards will be processed in accordance with our Privacy Policy.

(f) Governing Law
The governing law and jurisdiction provisions in Section 15 apply to the purchase and use of Gift Cards.

9. CANCELLATIONS AND RETURNS

You may request cancellation of an order only before it has been dispatched.  Once an order has been dispatched, it cannot be cancelled.

Returns of Products are accepted in accordance with our Returns and Refunds Policy (which forms part of these Terms and applies to purchases made through the Site in the United Arab Emirates), which sets out eligibility criteria, exclusions, applicable timeframes and refund processes.

Nothing in these Terms limits or excludes any mandatory rights you may have under applicable consumer protection laws of the United Arab Emirates.

10. DELIVERY

We will endeavour to deliver the Products to you within the estimated timeframe indicated at time of purchase. However, delivery dates are estimates only and are not guaranteed.

If a Product is out of stock then we will let you know by email.  If you order more than one Product, we do not guarantee that all Products will be delivered to you in one delivery, and we reserve the right to deliver in multiple consignments.

If our supply of your Product is delayed due to an event outside of our control, we will notify you as soon as reasonably possible, stating a new estimated delivery date.  Events outside of our control include without limitation, strikes, lockouts or other industrial events, civil unrest, invasions, terrorist attacks or threats, war or preparations for war, fire, explosion, storm, flood, earthquake, landslide, epidemics, pandemics or other natural disasters or failures of private or public telecommunications networks, rail transport, sea freight, air freight, carriers or other public or private transport or other events beyond our reasonable control.

Where a delivery delay is substantial and unacceptable to you, you may contact us to end the contract in respect of the affected Product(s) and receive a refund for any Products you have paid for but not received.

Risk of loss or damage to the Products passes to you upon delivery. Ownership of the Products will pass to you once we have received payment in full.

11. PRIVACY POLICY

Our Privacy Policy: https://hexclad.ae/pages/privacy-policy, which explains how we collect, use, store and share personal data, applies to your use of the Site and forms part of these Terms.  The Privacy Policy applies to users in the United Arab Emirates and may be updated from time to time.

12. WARRANTY

Nothing in these Terms affects any rights you may have under applicable laws of the United Arab Emirates in relation to defective Products.

You may refer to details of our Lifetime Warranty here.

Any additional or extended warranties offered by us are provided in addition to, and do not affect, your mandatory legal rights.

Complaints relating to defective Products may be submitted by contacting us at uaesupport@hexclad.com.

Our liability in connection with defective Products is limited in accordance with section 13.

13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

We do not exclude or limit in any way our liability to you where it is unlawful to do so under applicable laws of the United Arab Emirates. This includes liability for:

●       death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.

●       fraudulent non-disclosure of defects and the assumption of a guarantee of quality.

●       breach of any mandatory rights you may have under applicable law.

Subject to the above, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to exercise reasonable care and skill.  Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time the contract was formed.

We will not be responsible for loss or damage that:

●       results from events outside of our reasonable control, as described in Section 10.

●       could have been avoided by you taking reasonable steps, including following our instructions for use; or

●       arises from your use of Products for commercial, business, trade or professional purposes.

These Terms apply to consumer purchases only.  We do not accept liability for any business losses, including loss of profit, loss of revenue, loss of business, business interruption or loss of business opportunity.

14. WHEN WE CAN END THE CONTRACT WITH YOU

We may end the contract for a Product by written notice to you if:

(a) you fail to make payment when due and do not remedy that failure within a reasonable period after we have notified you that payment is overdue; or

(b) you do not, within a reasonable time, allow us to deliver the Product to you or arrange for its collection, where applicable.

Where we end the contract under this Section, we may refund any amounts paid for Products that have not been delivered, subject to any reasonable costs incurred by us as a result of your failure to comply with these Terms.

15. GOVERNING LAW AND JURISDICTION

These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai.

The courts of Dubai, United Arab Emirates, shall have exclusive jurisdiction to settle any such dispute or claim.

16. ALTERNATIVE DISPUTE RESOLUTION

 If a dispute arises between you and us in connection with these Terms or your purchase of the Products, we encourage you to contact us in the first instance so that we may attempt to resolve the matter amicably.

If the dispute is not resolved within thirty (30) days, either party may refer the dispute to arbitration under the Rules of the Dubai International Arbitration Centre (DIAC). The seat of arbitration shall be Dubai, United Arab Emirates. The language of the arbitration shall be English.

Nothing in this Section prevents either you or us from bringing proceedings before the competent courts of the United Arab Emirates at any time, including where required to protect statutory consumer rights.

17. AMENDMENT TO THE TERMS

The version of these Terms in force at the time you place your order will apply to that purchase.

We may update or amend these Terms from time to time for valid reasons, including to reflect changes in applicable law, regulatory requirements, operational practices or business needs.

Any updated Terms will be made available on the Site and will apply to orders placed after the date on which the updated Terms are published. By continuing to use the Site or placing an order after that date, you will be deemed to have accepted the updated Terms.

18. SEVERABILITY CLAUSE

Should one or more provisions of these Terms be invalid, illegal or unenforceable, the remaining provisions shall remain unaffected.

19. CONTACT INFORMATION

If you have any questions or concerns about these Terms or your order, you may contact us at:

Office 512, 5th Floor

Rasis Business Center

Al Barsha, Dubai

United Arab Emirates


uaesupport@hexclad.com

We may use affiliated entities to provide customer support or operational services on our behalf.