DELIVERY OF THE PRODUCTS
Delivery costs
The costs of delivery will be as set out on the Website and on your order summary prior to submitting your order to us for processing.
When we will provide the products:
- One-off orders. During the order process we will let you know when we will deliver the products to you. Please note that our estimated delivery timescales are estimates only.
We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event. You may contact us to end the contract and receive a refund for any products you have paid for but not received within 14 days of placing your order with us.
If no one is at the delivery address to accept the delivery, our local courier’s standard procedures will apply (for example, attempted re-delivery or collection from a nearby depot). Please follow the instructions provided by the courier to re-arrange delivery.
If the recipient does not rearrange delivery. If, after a failed delivery where the product(s) have been returned to us (or to a local collection point), and you (or someone you nominate) do not re-arrange delivery or collect it from the collection point we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or you have failed to re-arrange or collect the products, the products may be returned to us and we may end the contract.
When you become responsible for the products
The products will be your responsibility from the time we deliver the product to you (or someone you nominate) at the address you gave us when you placed your order or to a safe place or neighbour.
When you own the products
You own a product once we have received payment or, if later, delivery of the product to the address stipulated in your order.
What will happen if you do not give required information to us
We may need certain information from you so that we can supply the products to you; for example, your name and address. We may contact you in writing to ask for this information if it is missing from the information provided when you placed the order. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any one or more of them if this is caused by you not giving us any information we need within a reasonable time of us asking for it.
Reasons we may suspend the supply of products to you
We may have to suspend the supply of a product to:
- deal with technical problems or make minor technical changes;
- contact you in the event the payment method which you have stipulated for deduction of payments for products delivered using our subscription facility rejects or declines any payment request made by us; or
- update the product (including its packaging, associated information leaflet and/or labelling) to reflect changes in any relevant laws and regulatory requirements
Your rights if we suspend the supply of a product
We will contact you to tell you we are suspending supply of a product. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 14 days.
YOUR RIGHT TO END THE CONTRACT
When you can end your contract with us. The scope of your rights to end the contract will depend on what you have bought, whether there is anything wrong with it, whether you have ordered products on a one-off basis or subscription basis, how we are performing and when you decide to end the contract:
If what you have bought is faulty or misdescribed, you may have a legal right to end the contract (or to get the product repaired or replaced or all of your money back).
If you want to end the contract because of something we have done or have told you we are going to do; or
If you have just changed your mind about the product. You may be able to get a refund if you have ordered a product and you are within the Cooling-Off Period (explained below). You will have to pay the costs of return of the products. The packaging for the products must not have been wholly or partially unsealed.
Ending the contract because of something we have done or are going to do. If you are ending a contract, the contract will end immediately and we will refund you in full for any products which you have paid for but not received. The reasons are:
we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; there is a risk that supply of the products may be significantly delayed because of events outside our control;
we have suspended, or notify you of our intention to suspend, supply of the products for design, legal, regulatory and/or technical reasons, in each case for a period of more than 14 days; or you have a legal right to end the contract because of something we have done wrong.
Exercising your right to cancel (UAE Consumer Protection Law). For most products purchased online, you have the right to cancel your order within a specified period after receiving the product and request a refund, provided the item is returned in its original condition. In the UAE, return and refund rights are governed by Federal Decree-Law No. 15 of 2020 on Consumer Protection and its implementing regulations. The applicable return period and conditions may vary depending on the nature of the product and whether it was purchased as a one-time order or under a subscription plan, as further detailed in these Terms and Conditions.
How long do I have to change my mind?
One-off orders. For one-off orders (i.e. orders for which you pay for products which are to be delivered on a one time only basis) you have 14 days after the day you (or someone you nominate) receive the products, unless your products are split into several deliveries over different days, in which case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.
(The time period above in relation to each type of order shall be referred to as the "Cooling-Off Period" throughout the rest of these Terms and Conditions).
When you do not have the right to change your mind and return a product within the Cooling-Off Period. Due to hygiene and public health and safety reasons, you do not have a right to change your mind from the point the sealed packaging for the product has been wholly or partially unsealed.
HOW TO END THE CONTRACT WITH US (including if you have changed your mind)
Tell us you want to end the contract
To end the contract with us because you have changed your mind within the Cooling-off Period and the packing remains securely sealed, please let us know by:
- Emailing us at smartstrains@healthnetmea.ae
- Please provide your order number and brief details of what you bought, when you ordered or received it and your name and address.
OUR RIGHT TO END THE CONTRACT
We may end the contract if you break it. We may end the contract for any product(s) at any time by writing to you if:
- you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the product(s), for example your name and address for delivery; or
- you do not, within a reasonable time, allow us to deliver the product(s) to you (or someone you nominate) or collect them from your local Royal Mail collection centre.
You must compensate us if you break the contract. If we end the contract in the situations set out above, we will refund any money you have paid in advance for any product(s) we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of you breaking the contract.