Terms & Conditions

These Terms and Conditions govern your use of the onmart.ae website (the “onmart.ae site”), the On Mart stores (Hypermarket, Fresh Supermarket, and Express), the terms of any purchases that you make via On Mart stores and onmart.ae site, and your relationship with On Mart Hypermarket (“On Mart”, “onmart.ae”, “we” or “us”). The expression “you/ your” includes customers using the onmart.ae site (the “Customers”) and the independent sellers associated in doing Services with On Mart (the “Sellers”). References in these Terms and Conditions to “you” (or similar) are references to you as an individual or legal entity as the case may be.

Please read them carefully as they affect your rights and liabilities under the law. By using the site and/or registering on the site, you agree to these Terms and Conditions and to our Privacy and Cookies Policy.

1. BASIS OF USE OF THE ON MART HYPERMARKET SITE

1.1 The onmart.ae site is provided to you free of charge for your personal use subject to these Terms and Conditions and our Privacy Policy. By using the onmart.ae site you agree to be bound by these Terms and Conditions and our Privacy Policy.

1.2 These Terms and Conditions govern your use of the onmart.ae site in general, the products that you purchase in On Mart stores and on the onmart.ae site and all services provided in connection with them.

By accessing, registering and/or continuing to use or access our services, you are agreeing to be bound by these Terms and Conditions and the Legal Documents with immediate effect. These Terms and Conditions and the Legal Documents are subject to change by us at any time. Your continued use of the Site following any such change constitutes your agreement to these Terms and Conditions and Legal Documents as so modified.

2. REGISTRATION

For Customers:

2.1 To register on the onmart.ae site you must be over eighteen years of age.

2.2 You must ensure that the details provided by you on registration or at any other time are correct and complete.

For Sellers:

  • You are a legal entity duly registered in your jurisdiction;

  • you have a valid trade license and will submit the same to On Mart;

  • you will provide proof of authorisation for the individual who will be registering and using the Site;

  • you will provide identification documents for person(s) whom you authorise to act on your behalf;

  • you can provide supporting bank details; and

  • you acknowledge and agree that for certain product categories, additional requirements might be applicable.

In order to register to the Site, you will need to provide us with certain information mentioned in this clause. Your registration to the Site may not be accepted if you do not provide us with the required information. We reserve the right to decline any registration without further explanation. We reserve the right to undertake such checks as are necessary to verify your identity.

Once you have successfully completed registration, your registration shall continue for an indefinite period, subject to suspension or termination in accordance with clause 6 of these Terms of Use.

3. PASSWORD AND SECURITY

3.1 When you register to use the onmart.ae site you will be asked to create a password. You should keep this password confidential and not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password, you should notify us by contacting customer services immediately.

3.2 If onmart.ae has reason to believe that there is likely to be a breach of security or misuse of the onmart.ae site, we may require you to change your password or we may suspend your account in accordance with the provisions of this Terms and Conditions.

When using or accessing the services, you agree that you:

  • will provide true, accurate, current and complete information about yourself and your use of the services as required by us;

  • will not disclose to any third party (except as required or requested by us) a user’s information provided to you; and

  • will cooperate with our requests for additional information with respect to your eligibility and usage of our services.

4. INTELLECTUAL PROPERTY

4.1 The content of the onmart.ae site is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the onmart.ae site on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the onmart.ae site without written permission from onmart.ae.

4.2 No license is granted to you in these Terms and Conditions to use any trademark of On Mart stores and onmart.ae, or its affiliated companies.

Except for the rights expressly granted under these Terms of Use; all rights, title and interest in and to any information, materials or other content that you provide in connection with your use of the services, including all Intellectual Property Rights therein, will become our property and obtain the right to use.

All rights not expressly granted to you in these Terms and Conditions are reserved and retained by us or our licensors.

5. LIMITATIONS

5.1 You may not use the onmart.ae site for any of the purposes set out below (this includes any use by you of the Community sites - see paragraph 6 below for further information about the Community sites):

  • Gaining unauthorized access to other computer systems

  • Interfering with any other person's usage or experience of the onmart.ae site

  • Interfering or disrupting networks or websites connected to the onmart.ae site

  • Making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner

  • Transmitting material containing any form of advertising or promotion for goods and services, junk mail, chain letters or “spam”

  • Impersonating another person

  • Referring to specific website addresses outside of the onmart.ae site

  • Advertising.

5.2 onmart.ae reserves the right to refuse to post material on the onmart.ae site or to remove material already posted on the onmart.ae site. You must not try to re-post material that onmart.ae has refused to post on the On Mart site or has previously been removed from the onmart.ae site.

When using or accessing the services, you agree that you will not:

a) Post-list or upload in any manner any information which is blasphemous, defamatory, obscene, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatsoever.

b) post, list or upload content or items in inappropriate or prohibited categories or areas on our Site, including:

  • content or items that may be considered culturally or religiously offensive in any way;

  • content or items which may not be considered to be in compliance with general local law, Islamic law, rules, morals, values, ethics and traditions;

  • content or items that may threaten national security;

  • content or items which may constitute or be considered to promote gambling;

  • securities, including shares, bonds, debentures, or any other financial instruments or assets of any description;

  • living or dead creatures and/or the whole or any part of any animal which has been kept or preserved by any means whether artificial or natural;

  • weapons of any description;

  • liquor, tobacco products, drugs, psychotropic substances, narcotics, intoxicants of any description and medicines;

  • items that to your knowledge are defective, fake, damaged, false or misleading or that may through normal use harm another Site user’s interest or health;

  • non-transferable vouchers; and

  • chemicals.

c) post items you do not have a right to link to or include;

d) post counterfeit or stolen items;

e) breach or circumvent any laws, third party rights or our systems, policies or determinations of your account status;

f) use our services if you no longer fulfil the eligibility criteria or are not able to form legally binding contracts, or are temporarily or indefinitely suspended from using our services;

g) fail to pay for items purchased by you, unless you have a valid reason as set out in any of our policies;

h) fail to deliver items sold by you (if applicable), unless you have a valid reason as set out in any of our policies;

i) use contact information provided to you during the course of a transaction on the Site to solicit additional sales offline or on another website;

j) manipulate the price of any item;

k) interfere with any other user’s listings;

l) take any action that may undermine the Site’s feedback and ratings systems;

m) post false, inaccurate, misleading, deceptive, defamatory or similar content;

n) transfer your account to another party without our prior written consent;

o) distribute or post spam, unsolicited or bulk electronic communications or similar;

p) distribute viruses or any other technologies that may harm our Services or the interests or property of other users;

  1. infringe:

  • the copyright, trademark, patent, publicity, moral, database, and/or other intellectual property rights (collectively, "Intellectual Property Rights") that belong to or are licensed to us; or

  • any Intellectual Property Rights that belong to third parties;

2.harvest or otherwise collect information about users without their consent; or

3.circumvent any technical measures we use to provide the services .

5.4 You will be responsible for all losses, costs and expenses reasonably incurred by us, all damages awarded against us by a court and all sums paid by us as a result of any settlement agreed by us arising out or in connection with:

  • Any claim by any third party that the use of the onmart.ae site by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or is in breach of any applicable law, regulation or code of practice; and

  • Any claim by any third party that the use of the onmart.ae site by you infringes that third party's copyright or other intellectual property rights of whatever nature.

5.5 By submitting material you are granting onmart.ae a perpetual, royalty-free, non-exclusive license to reproduce, modify, translate, make available, distribute and sublicense the material in whole or in part and in any form.

6 WARRANTIES, REPRESENTATIONS & UNDERTAKINGS FOR ON MART MARKETPLACE

6.1 You warrant, represent and undertake that:

  • you shall fully comply and will at all times continue to fully comply with all applicable laws, statutes and regulations, including, without limitation, all privacy laws and content regulation;

  • you have full power and authority to enter these Terms and Conditions and the execution and performance of your obligations under these Terms and Conditions does not conflict with:

    • any laws, rules, regulations, or governmental guidelines to which you are subject to; or

    • any other agreements to which you are a party to or to which you are otherwise bound by;

  • if you create or use an account on behalf of a business entity, you represent that you are authorized to act on behalf of such business and bind the business to these Terms of Use. Such account is deemed to be owned and controlled by the business entity;

  • you own or have the authority to grant the rights and license s granted to us by you under these Terms of Use; and

  • any content you submit as part of your use of the services and any products that you list do not violate the rights of any third party anywhere in the world including, without limitation, any Intellectual Property Rights (whether registered or not).

Subject to this clause the services are provided to you on an “as is” basis without representations, warranties or conditions of any kind. We disclaim all warranties, conditions and representations of any kind, whether express, implied or collateral, including, but not limited to, all conditions, representations or warranties of merchantability, of fitness for a particular or general purpose, of non-infringement, of compatibility or that the services are secure or error free or will operate without interruption or will be provided in a timely or proper manner or at all.

Furthermore, whilst we attempt to be as accurate as possible, we do not warrant that product descriptions or other content of any Service is accurate, complete, reliable, current, or error-free. Additionally, as a buyer, you agree that we are not responsible for examining or warranting the listings or content provided by us or third parties through the services, and that you will not attempt to hold us liable for any inaccuracies or defects in any of the listings. As a seller, it is your responsibility to review the content of your listings for accuracy and you will not attempt to hold our catalogue/content providers or us responsible for inaccuracies.

7 LIABILITY & INDEMNITIES

Nothing in these Terms and Conditions shall limit or exclude a party’s liability:

  • for fraud, including fraudulent misrepresentation, perpetrated by that party;

  • for death or personal injury caused by the negligence of that party; or

  • for any other liability that cannot be limited or excluded under applicable law.

Subject to clause ‎1, in no event will we, our parent company, subsidiaries and affiliates, and our, and their directors, officers, agents, employees, suppliers, subcontractors or licensors be liable, whether based on an action or claim in contract, tort, negligence, breach of statutory duty or otherwise arising out of or in relation to these Terms and Conditions for loss of profits, loss of data or information, business interruption or other pecuniary loss or for any special, indirect, incidental or consequential damages, even if we, our affiliates, directors, officers, agents, employees, licensors, subcontractors or suppliers have been advised of the possibility of such damages.

In addition, to the extent permitted by applicable law, we (including our parent company, subsidiaries and affiliates and our, and their directors, officers, agents, employees, suppliers, subcontractors or licensors) are not liable, and you agree not to hold us responsible, for any damages or losses resulting directly or indirectly from:

  • the content or other information you provide when using the services;

  • your use of or your inability to use our services;

  • pricing, shipping, format or other guidance provided by us;

  • delays or disruptions in our services;

  • viruses or other malicious software obtained by accessing or linking to our services;

  • bugs, errors or inaccuracies of any kind in our services;

  • damage to your hardware device from the use of products sold on the Site or our services;

  • the content, actions or inactions of third parties using our services;

  • a suspension or other action taken by us with respect to your use of the services;

  • the duration or manner in which your listings appear in search results; or

  • your need to modify practices, content or behaviour or your loss of or inability to do business as a result of changes to these Terms of Use.

Subject to clause ‎1, if clauses ‎2 or ‎3 are held to be unenforceable or inapplicable for any reason, then the total liability applicable to us, our parent company, subsidiaries and affiliates and our, and their directors, officers, agents, employee, suppliers, subcontractors or licensors, to you, whether based on an action or claim in contract, negligence or breach of statutory duty or otherwise, arising out of or in relation to these Terms and Conditions shall be limited to the lower of:

  • the price the item sold for on our Site and its original shipping costs; and

  • the amount of fees in dispute not to exceed the total fees that you paid to us in the six (6) months prior to the action giving rise to the liability; or

  • AED 300.

You agree to indemnify and hold us, our parent company, subsidiaries and affiliates and our, and their directors, officers, agents, employee, suppliers, subcontractors or licensors harmless from and against any losses, damages and expenses (including legal fees and attorney’s fees) (“Claims”) arising out of or relating to:

  • any claims or demands made by any third party due to or arising out of your use of the services;

  • your violation of any of the provisions of these Terms of Use, including, without limitation, any of the warranties, representations and undertakings;

  • your violation of any applicable laws, including, without limitation, data protection or anti-spam laws; or

  • the manner in which you use our services, including, without limitation, that the content you post, the items you list or your trademarks infringe the Intellectual Property Rights of any third party or that the content of your listings is slanderous, defamatory, obscene or violates any other rights (including privacy rights) of any third party (including other Site users).

8 SUSPENSION, TERMINATION & CANCELLATION

  1. We may, at our sole discretion and without prejudice to any of our rights and remedies and without any liability to you, we may limit, suspend or permanently withdraw your access of our services, cancel any product(s) order and/or remove hosted content submitted by you for any reason including, without limitation, the following:

  • if we believe that you have infringed, breached, violated, abused, or unethically manipulated or exploited any term of these Terms of Use;

  • If you use our Platform or services for any unlawful and fraudulent purposes or in connection with a criminal offence or abuse our policy and rules;

  • You are suspected of inventory abuse or placing bulk order. The following shall (without limitation) constitute inventory abuse or placing bulk order:

    • a) Products ordered are not for self-consumption but for commercial resale;

    • b) Multiple orders placed for same product at the same address, depending on the product category;

    • c) Bulk quantity of the same product ordered;

    • d) Invalid address given in order details;

    • f) Any abuse or fraud used to place the order; or

    • g) Any order placed using a technological glitch/loophole.

  1. We reserve our right to take appropriate action if you are suspected of acting fraudulently or if you file invalid and/or false claims or provides false, incomplete, or misleading information. You may be engaging in fraudulent activities if any of the following (without limitation) are met:

  • you don’t reply to the payment verification mail sent by us;

  • you fail to produce adequate documents during the payment details verification;

  • you misuse credentials not belonging to you;

  • you use invalid address, email and phone no;

  • you attempt to overuse a voucher code;

  • you return wrong or damaged product;

  • you refuse to pay for an order;

  • for COD items, you use fake currency notes to make the payment;

  • you abuse or harass the delivery staff;

  • miscellaneous activities conducted with the sole intention to cause loss to business/revenue to On Mart;

  • your return, undeliverable rate is very high and often the returned products are missing, fake or damaged; or

  • Repeated request for monetary compensation.

  1. If your access to our services or our Platform is terminated for any reason, we may delete any content or other materials relating to your use of the Service (including any credits earned through loyalty programs or reward points) and we will have no liability to you or any third party for doing so. However, your transactions details may be preserved by us for purposes of tax or regulatory compliance.

  2. For the avoidance of doubt, any amounts paid and received by us in relation to a cancelled product(s) order will be refunded.

9 USE OF COMMUNITY SITES

9.1 The onmart.ae site includes a number of community sites, which may allow users to interact with each other via message boards, and other user forums (the “Community sites”).

9.2 We advise you not to post or in any way reveal any of your personal details on the Community sites (for example, your address, telephone number or email).

9.3 The onmart.ae site does not control or moderate the content placed on the Community sites. However, onmart.ae reserves the right to refuse to post material, to remove material posted on the Community sites and to contact you in the event that there are concerns about the content you have added to a community site. The site may review or edit the content of the Community sites.

9.4 onmart.ae makes no representations as to the validity of any opinion, advice, information or statement displayed on the message boards by third parties. You are solely responsible for the content of your messages posted on the message boards and the views expressed by individuals do not represent the views of onmart.ae.

10 THIRD PARTY WEBSITES

As a convenience to onmart.ae customers, the onmart.ae site may include links to other websites or material. onmart.ae is not responsible for any of these websites or material, which is beyond its control.

11 ADVERTISING AND SPONSORSHIP

Some areas within the onmart.ae site may contain advertising and sponsorship. Third party advertisers and sponsors are responsible for ensuring that material submitted for inclusion on the onmart.ae site complies with relevant laws and codes. We will not be responsible for any error or inaccuracy in advertising and sponsorship material provided by third parties.

12 AVAILABILITY OF THE ON MART HYPERMARKET SITE

12.1 onmart.ae aims to offer a fault-free service. However, if a fault occurs in the service you should report it to the customer services mentioned herein or by email at info@onmart.ae and we will attempt to correct the fault as soon as we reasonably can.

12.2 onmart.ae site may occasionally restrict access to the site to allow for repairs, maintenance or the introduction of new facilities or services.

12.3 Some purchases made on the onmart.ae site will also be governed by specific product terms – If you are unsure about anything related to purchasing of any product, please contact customer services for further assistance.

13. DESCRIPTIONS AND PRICES OF PRODUCTS

13.1 We have taken care to describe and show products as accurately as possible. Despite this, products may vary from their descriptions, product images are for representation purposes only and may vary slightly from the actual product. If there is anything that you do not understand, or if you wish to obtain further information, please contact customer services. Descriptions/performances of products stated against each are based on the catalogue and technical literature printed by the manufacturers/agent. Therefore, the write up provided against each product is not that of onmart.ae and subject to change without prior notice.

13.2 Price may sometimes differ between On Mart Stores and onmart.ae; you will be charged the price on the onmart.ae upon use of this site. We are under no obligation to honour any in-store price or promotion in the event that it differs from those on the onmart.ae site.

13.3 If, by mistake, we have under-priced a product, we will not be liable to supply that product to you at the stated price, provided that we notify you before we dispatch the product to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the product at that price. If you decide not to order the product, we will give you a full refund on any amount already paid for that product in accordance with our refund policy.

13.4 The payment may be processed prior to onmart.ae dispatch of the product that you have ordered. If we have to cancel the order after we have processed the payment, the said amount will be reversed back to your credit card account. No cash disbursement shall be made under any condition whatsoever.

13.5 The price of a product does not include the delivery charge, which will depend on the delivery method you choose and will be added during checkout.

14. AVAILABILITY

14.1 All products advertised are subject to availability or while stocks last (as may be applicable).

14.2 We try to ensure that we always stock the full product range and will let you know if the product is out of stock. If for any reason beyond our reasonable control we are unable to supply a particular product, we will not be liable to you except to ensure that you are not charged for that product.

14.3 In the interests of all our customers, we may place restrictions on bulk buying of some products. On Mart Hypermarket reserves the right at our sole discretion, to limit the quantity per person, per household or per order. The said limitations may be applicable to orders placed by the same account, the same credit card and also to orders that use the same billing and/or shipping address. On Mart Hypermarket will provide notification to the customer should such limits be applied.

15. ACCEPTANCE OF ORDERS

15.1 Your order is an offer to buy from us. We will send you an order acknowledgement email detailing the products you have ordered.

15.2 Nothing that we do or say will amount to any acceptance of your offer until we send you an email notifying you of the order acknowledgment. At this point, a contract will be made between us for you to buy and for us to sell the products that you have ordered from us.

15.3 After the time the contract is made, you cannot amend your order.

15.4 At any point up until the contract is made, we may decline to supply a product to you. If we decline to supply a product to you and you have already paid for it, we will give you a full refund of any amount already paid for that product in accordance with our refund policy.

16. DELIVERIES

16.1 Delivery will be made to the address specified when you complete the order. At point of delivery, identity verification of the Consignee by sighting either an original labour card, passport, driving license, Emirates ID, or Free zone ID to support consignee verification, will be required by our courier partners.

16.2 Please note that we do not do international shipping.

16.3 We use a variety of delivery methods, depending on the size of the product you order. Some products are delivered directly by our supplier and the supplier will contact you to arrange delivery.

16.4 Whilst we make considerable effort to deliver all your products within 48 working hours of the date of your order, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control. We shall contact you to let you know if we are having any problems getting a product to you within that time. Supplier delivered products for areas outside of main city limits that are classed as remote or semi remote may take up to 5 working days dependent on supplier schedules. (Contact Customer Support if further information is required)

16.5 Before ordering online you should check the following:

  • The item will fit through the doors.

  • The item will fit the exact space allocated in your house.

  • There is a clear path between the road and your front door.

  • If you live in an apartment, the lift is adequate to take delivery in size and weight.

  • If there are any access difficulties, please inform us in advance, on the day you should ensure that:

    • There is a clear path to your house.

    • Your floors are covered to prevent scuffing.

    • Any delicate objects are put in a safe place.

17. CANCELLING YOUR ORDER IF YOU CHANGE YOUR MIND

17.1 If you the customer cancel the order, On Mart Hypermarket shall cancel the order as per your request. However, the online transaction charges will not be refunded. The cost of delivering and re-picking charges will apply if the product has been shipped. On Mart Hypermarket will not be able to cancel orders that have already been shipped. On Mart Hypermarket has the full right to demonstrate whether an order has been shipped or not. The customer agrees not to dispute the decision made by On Mart Hypermarket and accept On Mart Hypermarket decision regarding the cancellation.

17.2 For details of how to cancel your order please visit our returns and refunds page or contact customer support on +971 65685408.

18. FAULTY PRODUCTS

If your products arrive damaged or they are faulty, you may return them and obtain a refund or replacement product. Please visit our returns and refunds for details of how to return them and details of our replacement and refund policy.

19. REFUNDS ON ON MART HYPERMARKET SITE

If you are entitled to a refund, we will refund you according to the following criteria:

19.1 On Mart Hypermarket is unable to procure products: a reasonable time of 7-10 days from the date of authorization must be given.

19.2 Products are not working upon delivery.

19.3 Products are lost in deliveries.

19.4 Product cannot be repaired.

19.5 Refunds for products purchased under a promotional offer will be based on the terms of the promotional price.

19.6 Refund settlement will only be affected once the bank has refunded the money, which is the next billing cycle from the date of application of refund.

19.7 On Mart Hypermarket will refund the delivery charge in full if you return all products of your order at the same time. If you choose to keep some of the products, we may retain the balance of the delivery charge that applies to the products you keep.

19.8 Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.

19.9 We provide 7 Days money back guarantee if you change your mind, provided that the merchandise is as new, in a re-sellable condition and the consumables (cartridges, blank tapes, CDs or DVDs) and accessories (cables, chargers, batteries...) are still sealed, refund can be granted upon approval of On Mart Hypermarket within 7 days after delivery. (Exceptions apply). However, the normal delivery or supplier delivery charge as well as card transaction charges will be charged back as well as any additional charges incurred by courier collection.

20. WARRANTY AND RETURNS POLICY FOR MARKETPLACE THIRD PARTY PRODUCTS / RE-SELLERS – Products “Sold by” others on On Mart Hypermarket Website

The return policy and warranty policy provided on the On Mart Hypermarket website separately concerning products sold by third party sellers or resellers are hereby incorporated into the Seller Terms & Conditions. Any references in these Terms and Conditions shall be interpreted accordingly. Parties should read the policies available on the On Mart Hypermarket website.

21. REFUNDS ON ON MART HYPERMARKET STORES

The return and exchange policies in On Mart physical stores fall under the following criteria:

21.1 EXCHANGE/RETURNS POLICY FOR SUPERMARKET DEPARTMENT

Sections in the department include:

  • Beverages – Cold, Juice, Drinks (long life)

  • Water, Sugar

  • Pet Care

  • Grocery – Food

  • Grocery – Non-food

  • Health and Beauty

  • Chilled and Dairy

  • Roastery

21.1.1 Goods returned within seven (7) days will be exchanged for items of the same value, provided that the goods returned have not been used in any way and are not opened, with original POS invoice.

21.1.2 If the customer does not want to use the item for any reason, carries a receipt, and the item has not been used, then the same could be exchanged or a credit note could be issued if the customer insists.

21.1.3 All product exchanges, returns, exchange vouchers, and credit notes should be approved with the signature of the manager on duty, as well as verifying the product matching with serial number (perishable items to be cleared instantly).

21.1.4 If the purchased product is past its expiry date.

21.1.5 If a product is defective (to be verified based on T&Cs printed on warranty invoice stationery), On Mart will first try to repair it. If it is not repairable, then the item will be exchanged for the same value.

21.1.6 For products that cannot be repaired or exchanged, an exchange voucher/credit note will be issued. Store management reserves the right to take decisions on refunds. Refunds are only done upon approval of store management concerned.

21.1.7 If the customer brings products that are found to be spoiled at the time of purchase or the goods are not of satisfactory quality, the customer service supervisor, with consent of manager on duty and assistance of the section supervisor, can follow the normal procedures of exchange, return, and refund.

21.2 EXCLUSION FROM EXCHANGE/RETURN

21.2.1 Due to hygienic reasons, no exchange, return, or refund will be offered on lingerie, cosmetics, perfumes, and personal grooming products like shavers, trimmers, and epilators.

21.2.2 For frozen foods, chilled and dairy products on which temperature inconsistencies can happen, we do not provide any exchange, return, or refund once sold and taken out from the store (including purchases made on the same day).

21.2.3 Products damaged while being used do not qualify for repair, exchange, or refund, in reference to physical damage.

21.3 EXCHANGE/RETURNS POLICY - FRESH FOOD DEPARTMENT

Sections in the department:

  • Frozen food

  • Fruits and vegetables

  • Bakery

  • Delicatessen

  • In-house kitchen (ready-to-eat food)

  • Meat

  • Fish

21.3.1 As a rule, there is no exchange and return on fresh food items once sold and taken out from the store.

21.3.2 On perishables, there is no exchange and refund. However, if it is spoiled at the time of purchase, an exchange could be provided.

21.3.3 If the customer has purchased a wrong product and is returning the same immediately after the purchase, an exchange note could be considered. An item which is past its expiry date qualifies for exchange.

21.3.5 If the product is not of the quality expected, the same can be returned within the same day of purchase and an exchange note could be issued. Exchange could be considered, as long as it is supported by the original receipt or invoice.

21.3.6 If the customer insists on return, customer service supervisor can contact the supervisor concerned for further assistance.

21.3.7 Items returned should not be mixed with normal items and should be disposed of immediately.

21.3.8 Exchange vouchers, credit notes, and refunds could be used as a last resort to retain the customer and prevent churn.

21.3.9 All product exchanges, returns, and exchange voucher/credit notes should have the approval and signature of the manager on duty.

21.4 EXCHANGE/RETURNS POLICY - DEPARTMENT STORE

A. Sections in the department:

  • IT products

  • Stationery

  • Household

  • Electronics / Home Appliances

  • Textiles

  • Home Furnishing

  • Footwear

  • Luggage

  • Jewellery, ladies bags and accessories

  • Toys and sports

  • Telecom (recharge coupons and SIM cards)

Exchange/Return procedures:

21.4.1 Goods returned within seven (7) days will be exchanged for items of the same value, provided that the goods returned have not been used in any way and are not opened, with original POS invoice, as well as matching the serial number (where applicable).

21.4.2 Goods returned should be in their original condition and packaging. The item(s) are unworn, unwashed, not used, altered, soiled or damaged, and in a saleable condition.

21.4.3 Returned products need to be in a condition deemed fit for resale.

21.4.4 A returned product, which is ordered and invoiced but is not delivered, could be accepted for exchange, return or refund.

21.4.5 For delivered items, if the customer opens the package and discovers an item that is damaged, the product is eligible for exchange, return or refund.

21.4.6 All product exchanges, returns and exchange voucher / credit notes should be approved with the signature of the manager on duty.

21.4.7 If the product does not last a reasonable time or the complaint is notified at the desk within a reasonable time or is not in a reasonable condition, it could be accepted for exchange, return or refund.

21.4.8 If a wrong product is purchased or is sold by the merchandiser/On Mart staff.

21.4.9 Provision of exchange is applicable in case there is a manufacturing defect in the product (for products from textiles/toys/sports/footwear/home furnishing/luggage sections).

21.4.10 If the product is found to be not working properly or having any manufacturing defects (in the case of products from IT /Home appliances/Electronics section), the same needs to be sent for repair.

21.4.11 If the item is not repairable, then it will be exchanged for the same value.

21.4.12 For the products that cannot be repaired or exchanged, an exchange voucher / credit note will be issued. Store management reserves the right to take decisions on refunds.

21.4.13 Refund is provided only at the approval of store management concerned.

21.4.14 After-sales service is applicable on products like luggage, appliances, electronics, IT and imaging products provided by the authorized service centres of the respective manufacturers based on their warranty terms and conditions.

EXCLUSION FROM EXCHANGE/RETURN:

21.4.15 Service warranty is only valid for mobile phones and mobile phone accessories.

21.4.16 Exchange or return for mobile phones is applicable within the warranty period. If the handset has not been damaged through misuse, it will be sent for repairs.

21.4.17 For issues pertaining to exchange/return of mobile phones and accessories, advice of staff from mobile section or from the after-sales counter is to be taken on a mandatory basis.

21.4.18 It shall be the complete discretion of the store management concerned to issue exchange voucher / credit note and provide refunds to retain the customer. It is again based on the discretion of the concerned management to prevent churn. Refunds to be provided only at the approval of store management concerned and should be considered as the last option to solve the customer grievance.

21.4.19 Due to hygienic reasons, no exchange, return or refund on innerwear/underwear, lingerie, swimwear, earrings, body jewellery, perfumes, and personal grooming products like shavers, trimmers, and epilators once used.

21.4.20 Products that are damaged while in use do not qualify for repair, exchange or refund.

21.4.21 No exchange or return will be offered on books, magazines, CDs, office software, DVDs once sold and taken out from the store.

21.4.22 Garments, once altered, do not qualify for exchange and refund.

21.5 ISSUING AN EXCHANGE VOUCHER / CREDIT NOTE

21.5.1 A time-bound exchange voucher / credit note is issued by On Mart to the customer, which is equivalent to the product value as per the original Proof of Purchase.

21.5.2 Goods spoiled or damaged within the warranty period cannot be serviced.

21.5.3 When they do not meet the customer’s specifications and the customer insists to get the items returned & are in their Original Packing.

21.6 PROCEDURES FOR ISSUING AN EXCHANGE VOUCHER / CREDIT NOTE

21.6.1 Customer must present the original invoice (bill) at the customer service desk.

21.6.2 In normal return process, an exchange voucher/customer tax credit note can be issued with the consent and approval of the Section Supervisor, Customer Service Manager and the Manager on duty.

Products returned after seven (7) days need special consideration and the General Manager must mandatorily be informed in cases where the customer returns are more than seven (7) days after purchase.

In emergency situations, if the manager on duty is not reachable and the section staff member agrees to take back the item, an exchange voucher / credit note could be issued to the customer concerned after the customer service staff informs the General Manager. The immediate next Duty Manager must verify the exchange deposit and physically verify the product with the Section Supervisor.

It is mandatory to fill the following details on the Customer “Tax Credit Note”:

  1. Customer Name & Mobile number

  2. Name and Signature of Section staff/Section Supervisor, Customer Service Manager and Duty Manager.

All approvals must be done on the spot of customer return by verifying the product and should not be done at the end of the day.

This approved Customer Tax Credit Note must be retained at the Customer Service desk always and handed over to the Cash Office at End of Day Operations.

The Accountant present at Cash Office must verify that all Customer Tax Credit Notes received are approved by all three (3) approvers.

21.6.3 Exchange voucher / tax credit note issued once could be redeemed within the validity period mentioned on the same. Exchange voucher / credit note issued may be redeemed in the store which issued it.

Customer relations supervisor should select the item from the bill, put a tick on the item to be returned, and scan the barcode of the receipt, or can enter the details from the receipt manually into the POS machine. A sample of the receipt is mentioned on the right side for reference. Details to be entered include Store number, POS number and receipt number. Once entered, the system will retrieve the receipt details and the supervisor needs to select the item that needs to be returned from the receipt. Go to the return option in the POS machine, select, enter the amount correctly and should make sure that the POS machine is showing a negative amount. Scan the exchange deposit code and press total to get the exchange voucher / credit note. Customer relations supervisor should put a tick on the item returned (the same needs to be done on the original receipt as well as on the exchange deposit receipt as well). No refund will be provided on exchange voucher / credit notes once issued.

When signing the exchange voucher / credit note, the customer service supervisor must write the name of the person who approved it.

22. PAYMENTS AND CARDS

22.1 Payment for your products will be taken at the time you place your order. Payments are processed via Emirates NBD operating on a professional third-party Cyber Source payment gateway.

22.2 Your credit/debit card details will be encrypted to the highest standard and held on the Cyber Source host payment gateway, secure from hackers.

22.3 When ordering from On Mart Hypermarket, we accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, version 7.0 or higher of Internet Explorer, version 3.5 or higher of Firefox, Chrome version 10 or higher and Safari version 5 or higher. This means you cannot inadvertently place an order through an unsecured connection.

22.4 All customers will be charged in local currency relating to the country of order. If a foreign currency credit card is used, then any differences between approximation in any foreign currency and actual billing price on the customer’s card bill statement is attributable to credit card companies charging different exchange rates.

23. FREE GIFTS AND PROMOTIONAL PRODUCTS

23.1 Free gifts and promotional products given away in conjunction with a purchase may be dispatched separately and delivery times may vary.

23.2 If you change your mind and return your product, you must also return any free gift or promotional product associated with the promotion and received by you as a result of that order. We may charge you a reasonable amount for the free gift if you do not return it.

24. AMENDMENTS

We may update these Terms & Conditions from time to time and any changes will be notified to you via the e-mail address provided during registration or via a suitable announcement on the On Mart Hypermarket site. The changes will apply to use of the site after notice is given. If you do not accept the new Terms and Conditions, you should not continue to use the site or purchase products. Continued use after changes indicates acceptance.

25. RIGHT TO SUSPEND OR CLOSE YOUR ACCOUNT

25.1 We may suspend or close your account immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions. Suspended or closed accounts cannot order products from On Mart Hypermarket.

26. OUR RESPONSIBILITY TO YOU

26.1 The On Mart Hypermarket site is provided without warranties or guarantees.

26.2 While we try to ensure content accuracy and quality, we cannot be responsible for errors, omissions or technical problems. We will correct inaccuracies as soon as reasonably possible.

26.3 We disclaim liability for:

  • Incompatibility of the site with your equipment or software;

  • Technical problems including errors or interruptions.

26.4 If we breach these Terms, our responsibility is limited to foreseeable losses at the time you order or use the site.

26.5 We sell products for personal use only; business losses are excluded.

27. MISCELLANEOUS

27.1 You may not transfer your rights under these Terms; we may transfer ours where your rights aren’t affected.

27.2 We may choose to enforce or waive breaches at our discretion.

27.3 Neither party is responsible for breaches caused by uncontrollable circumstances.

27.4 Use of your personal information will follow our Privacy and Cookies Policy.

28. CUSTOMER SERVICES

If you have any queries about online matters, please contact us at:

  • Email: info@onmart.ae

  • Phone: +971 65685408

  • Shop Open: 365 days 8:30 am to 3:00 am

For retail store concerns, please email info@onmart.ae

29. STANDARD E-COUPON TERMS & CONDITIONS

29.1 Using E-Coupons

  • E-Coupons are only valid on On Mart Hypermarket’s website and are subject to these Terms and any specific conditions issued with the coupon.

  • E-Coupons are redeemed by entering their code during online checkout and may require proof of entitlement.

  • Use of an E-Coupon indicates agreement to these Terms.

  • We reserve the right to withdraw or cancel any E-Coupon at any time.

29.2 Distribution of E-Coupons

  • E-Coupons remain our property and are personal to the original recipient.

  • They cannot be transferred, copied, reproduced, or distributed without permission.

  • Unauthorized circulation of E-Coupons may lead to refusal or cancellation.

29.3 Permitted Usage of E-Coupons

  • Each E-Coupon is valid for single use per customer or household.

  • E-Coupons cannot be combined with other offers or exchanged for cash or gift vouchers.

29.4 Excluded Goods and Services

  • Certain products or services may be excluded from E-Coupon offers; these will be notified at issue.

29.5 Minimum Spend Requirements

  • Minimum spend conditions may apply and exclude delivery and other charges.

29.6 Calculation of Discount

  • Discounts apply only to qualifying products, excluding delivery charges unless specified.

29.7 Security and Fraud

  • You warrant you are the authorized user of the E-Coupon.

  • We may reject or cancel E-Coupons suspected of unlawful use.

29.8 Limitation of Liability

  • We are not liable for any losses arising from refusal, cancellation, or failure to use E-Coupons.

29.9 Variation

  • We may vary or terminate E-Coupon use at any time without notice.

Terms and Conditions for Gift Card:

  • This eGift card is valid for one year from purchase date in the UAE.

  • eGift cards cannot be cancelled or returned.

  • eGift card value can be used for full or partial payments.

  • Remaining balances cannot be exchanged for cash.

  • Lost, stolen, or damaged cards cannot be replaced or refunded.

  • Balances after expiry will be void.

  • Refunds on payments made using gift cards will be credited to On Mart Credit.

  • Only one gift card can be used per transaction.

Terms and Conditions for On Mart Credit:

  • On Mart Credit can only be used on the website and mobile app within the UAE.

  • Credit cannot be cancelled or returned.

  • Credit can be used for full or partial payments.

  • Credit balances cannot be exchanged for cash or transferred.

  • Credit does not expire and has no service fees.