This Shipping & Delivery Policy (the “Policy”) sets out how Sanipex Group fulfils and delivers orders placed through our websites, showrooms and remote ordering channels. Read this Policy together with the Terms & Conditions of Sale (the “Terms”), the Returns & Refunds Policy and the Warranty Policy. For the purposes of this Policy, “Delivery Zone” means: in respect of villas, the external entrance door at ground floor level of the relevant villa (“Villa Doorstep”); and in respect of apartments, the building’s designated loading bay and/or main lobby area, as may be prescribed or permitted by the building management.

• Standard Delivery — to-the-Delivery Zone delivery
• Two-Person / White-Glove Delivery — room-of-choice delivery for bulky/fragile items; where specified, may include unpacking and packaging removal.
• Click & Collect — collection from designated locations within the notified collection window.
• Project / Trade Deliveries — scheduled deliveries to site with agreed booking slots, subject to site readiness and safety requirements.

Unless expressly agreed in writing, delivery is limited to the Delivery Zone. Installation, assembly and setup are excluded. Any assistance beyond the Delivery Zone constitutes a goodwill act and may be provided only under a signed Letter of Undertaking and Indemnity; absent such undertaking, our service is limited to to-door delivery.

3.1 Estimated delivery dates shown at checkout and in Order communications are indicative, not guaranteed, and may be affected by stock status, consolidation requests, carrier capacity and public holidays.

3.2 Timeframes commence only after cleared funds, completion of compliance/verification checks (where applicable) and final approvals. Weekends, public holidays, customs procedures and force majeure are excluded from quoted timeframes.

3.3 Orders confirmed before the daily cut off time [17:30 on weekdays / 13:30 on weekends] will be prioritised for dispatch on the next business day, provided the Products are in stock in the same warehouse. Premium deliveries (including deliveries beyond the standard delivery timeframe), will be processed before 10:00 am and in any case will be delivered the same day.

3.4 Where stock is held across warehouses or is not immediately available, dispatch shall be scheduled in accordance with the agreed lead times for the relevant Product category (including tiles/slabs, outdoor living and appliances).

3.5 We may ship Products in separate consignments to expedite delivery. If you request consolidation at checkout, delivery may be scheduled as a single shipment and lead times may be extended accordingly.

3.6 Pre Order and Back Order Products will be dispatched only once stock is received by Sanipex. Any stated availability or dispatch dates are indicative only and may change due to manufacturer production and shipping schedules.

Fees are shown at checkout and in the Order confirmation. The following may apply:

• Delivery below minimum order value (AED 1,000): AED 150
• Installation/Assembly minimum: Case by case (defined on invoice)
• Premium delivery (2+ persons/expedited delivery): AED 250+ (defined on invoice)
• Items requiring 3+ persons (Bulky/heavy item) surcharge: AED 100 pp/per hour
• Remote area or special-access surcharge (outside core city limits): AED 400-600
• Collection/pick-up fee (no fault/standard scheduled delivery): AED 150
• Warranty inspection/diagnostic call-out (no fault found/non-warrantable): AED 350
• Restocking/Repackaging fee (under discretionary returns): 15% of item(s) price
• Re-delivery/failed delivery fee/Installation re-attendance/Failed collection: AED 250
• Storage fee after the free hold window (as applicable): Case by case (defined on invoice)
• Missing parts deduction (where applicable): Case by case (actuals on missing parts)

Prices and all fees and charges may vary by region, currency and storefront. Where you purchase through, or for fulfilment in, a different region, all amounts payable (including delivery, duties and taxes) will be charged in the currency and at the rates applicable to that region. Unless required by law, original delivery fees are not refundable for change-of-mind returns.

Goodwill Waiver; The fees and charges set out in this Section form part of this Policy. As a gesture of goodwill, Sanipex Group is not currently applying all of the fees listed above. Sanipex Group reserves the right to apply any of these fees and charges at any time by giving you advance notice via the website, at checkout, or by email, following which such fees will apply to bookings and orders placed after the effective date of the notice.

5.1 Address Accuracy. Provide a complete, accurate delivery address and contact information. Changes are accepted until dispatch cut-off; post-dispatch changes may incur a re-route fee and delay delivery.

5.2 Access Conditions. Ensure safe, unobstructed access for the chosen service level (door width/height, parking/permits, elevator availability, staircases, clear pathways).

5.3 Site Readiness (Projects/Trade). For site deliveries, ensure safe access, working hours permissions, and isolation of services where necessary; kerbside delivery may be substituted if internal access is unsafe or impractical.

5.4 Hazard Disclosure. Inform us in advance of hazards (e.g., fragile flooring, glass balustrades, restricted clearances). We may reschedule or revise service level accordingly.

5.5 HSE / PPE. You agree that our personnel may use standard HSE/PPE equipment (safety footwear, gloves, harnesses, lifting aids) on your premises as reasonably required.

6.1 Delivery window and tracking. We will provide an estimated delivery window (currently 08:00 am to 18:00) and, where a WhatsApp number is provided, may issue tracking or status updates via WhatsApp.

6.2 Unavailability at delivery. If no authorised person is available to receive the delivery within the notified window, the order may be returned to the warehouse for rescheduling and additional fees may apply.

6.3 Failed delivery attempts. After two (2) unsuccessful delivery attempts, the order may be returned to the warehouse and storage, handling and or re delivery fees may apply.

6.4 Access constraints and elevated risk. Where access conditions increase delivery risk (including stair carry, no lift access, narrow corridors, restricted access or similar constraints), we may reschedule, refuse delivery beyond the Delivery Zone, or require a signed Letter of Undertaking and Indemnity before proceeding.

7.1 We will notify when items are ready to collect. Bring Order confirmation, a valid photo ID and the payment card used (for card orders).

7.2 Authorised Collection. A third party may collect with the Order confirmation and their ID; we may call the purchaser for verification.

7.3 Collection Window. Collect within [5–7] days of notification; after that period, storage fees may apply or the order may be returned and refunded less applicable charges.

8.1 On delivery/collection, check the number of packages and visible condition before signing.

8.2 Note any damage or shortages on the delivery note and capture photographs where possible.

8.3 Report visible transit damage or shortages without undue delay and within forty-eight (48) hours of delivery/collection. Retain packaging for inspection. Do not install or use affected items.

8.4 Damages to tiles/slabs must be reported no later than seven (7) calendar days from delivery, provided the products remained at the original delivery location on site and have not been moved, relocated, or transferred to any other area or address.

In any case, Damages must be reported on the day of delivery and in any event no later than forty-eight (48) hours for apparent damages and no later than seventy-two (72) hours for concealed damages.

Any damages sustained to tiles/slabs shall be reported no later than seven (7) calendar days, provided the Products remained at the original delivery location on site and are not moved, relocated, or transferred to any other area or address.

Risk transfers on delivery to the address, safe place or neighbour agreed with you, or on collection by you or your agent. Title passes as stated in the Terms. We are not responsible for loss after delivery where you have requested delivery to an unattended location or safe place.

10.1 Installation availability and prerequisites. Assembly and or installation services are available for select Products and locations under the Installations Policy. Where selected, you must ensure full site readiness and provide any required isolation of services (including water and electricity) as instructed.

10.2 Third party installation. Where installation is carried out by any person other than Sanipex or its appointed personnel, installation quality, workmanship, supervision and related risks remain your responsibility and are not warranted by Sanipex (see Warranty Policy).

10.3 Beyond Delivery Zone services. Any carrying, positioning or ancillary setup beyond the Delivery Zone will be provided only where a Letter of Undertaking and Indemnity is signed in advance. Failing this, the service is strictly to door delivery.

10.4 Special Orders and non stock items. Certain Products are procured as non stock or special order items. These require advance payment and a signed Non-Stock Special Order Undertaking confirming that the order is non-cancellable, non-refundable and non-returnable. We will request your signature before placing the procurement order.

10.5 Pre dispatch hold. We may hold orders prior to dispatch at no charge for up to seven (7) calendar days (Retail) and fourteen (14) calendar days (Trade and Projects). Any storage beyond these periods may attract fees in accordance with our applicable policies.

10.6 Uncollected items. If Products are not collected or received within seven (7) calendar days (Retail) and fourteen (14) calendar days (Trade and Projects) from the first delivery attempt or collection notice (as applicable), we may return the Products to the warehouse and storage, return to warehouse and re delivery fees may apply.

Where goods are returned to us following a failed delivery, refused delivery or change of mind, the eligibility criteria and process are set out in the Returns & Refunds Policy, incorporated by reference. Nothing in this Policy limits any mandatory consumer remedy rights.

We process personal data related to delivery scheduling, tracking and fraud prevention in accordance with our Privacy Notice. Delivery data may be shared with carrier and logistics partners as necessary.

Some products may be subject to export controls, sanctions or carrier restrictions (e.g., hazardous materials, oversized goods). We may cancel or adjust delivery where required to comply with applicable law or carrier rules.

We may request additional verification for high-value orders, card-not-present payments, or unusual delivery patterns. Where satisfactory verification is not provided, we may cancel and refund the order to the original payment method.

We are not liable for delays or failures in delivery or fulfilment to the extent caused by events beyond our reasonable control, including: acts of God; severe weather, flood, fire, earthquake or natural disaster; epidemic or pandemic; war, armed conflict, invasion, terrorism, civil war, insurrection, riot or civil disturbance (whether declared or undeclared); military operations or the threat thereof; damage to ports, logistics facilities, roads or transport infrastructure arising from conflict or unrest; blockades, embargoes, sanctions or government restrictions affecting the movement of goods; government action, decree or border closure; carrier network failures or disruptions; industrial action or labour disputes; energy or IT system failures; and any other event that prevents or restricts the movement, handling or delivery of goods by us or our carriers. We will take reasonable steps to keep you informed of the delay and its likely duration and will resume delivery as soon as the event permits.

For delivery queries or to reschedule, contact our Customer Service team via the contact page. For privacy matters relating to delivery/tracking data, see our Privacy Notice.