Terms of service

UAE Terms of Sale and Website Use

These terms apply to new orders where supplied before purchase. Existing orders retain the terms, warranties and more favourable binding promises applicable when ordered. A website update does not change an existing contract. Mandatory rights take priority over any conflicting condition.

1. Seller and contractual documents / البائع ومستندات العقد

The UAE seller and guarantor is ORION BESPOKE LUXURY ECOMMERCE - FZCO, operating the VORELLI® brand; licence 54543, issued by Dubai Integrated Economic Zones Authority; VAT TRN 104868785700003. Registered address: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. Customer correspondence: VORELLI® Studio, 504, Floor 5, Sobha Ivory 1, Business Bay, Dubai. Email sales@vorelli.ae; telephone +971 58 565 1225. This is a separate seller from VORELLI LIGHTING LTD in the UK. Return destinations must be coordinated before dispatch; the studio is not automatically a return warehouse.

Read these terms with the accepted order, approved specification, Returns & Cancellation Policy, Delivery Policy and Warranty & Satisfaction Guarantee. A specifically agreed order term takes priority over general wording, subject to mandatory law. We provide contractual and product information in Arabic alongside English. No language clause removes mandatory rights.

2. Consumers, business buyers and agents / المستهلكون والمشترون التجاريون والوكلاء

Identify the legal buyer, purchasing purpose and any representative acting as principal or for a disclosed client. A company name, trade account or discount does not by itself remove consumer rights. UAE consumer protections can apply to natural and legal persons. Business-only restrictions below operate only to the extent permitted by applicable law and do not override a statutory remedy or an express guarantee.

An independent business buyer remains responsible for its accepted order even if its client cancels, delays approval or fails to pay, subject to any lawful defence. Your client contract, retention, penalties or purchase-order conditions bind us only if expressly accepted before contracting. You cannot make additional promises or extend our warranty on our behalf without written authority.

3. Order acceptance and records / قبول الطلب والسجلات

A quotation is valid for its stated period and is not itself order acceptance. Your order is an offer; we accept by written confirmation expressly accepting it or confirming manufacture has started. A message clearly labelled receipt acknowledgement only is not acceptance. Payment processing alone is not acceptance only where this was clearly explained before payment. If we do not accept, we explain and refund the relevant payment without undue delay. We do not begin chargeable manufacture before acceptance and required specification approval.

Before commitment, the order must identify the goods, quantities, price, taxes, currency, delivery, payment stages, agreed purpose, specifications and applicable cancellation information. Keep the dated order and policy copies. Silence is not approval of a drawing, extra charge or changed specification.

4. Specifications and bespoke work / المواصفات والأعمال الخاصة

Record model/SKU, quantity, dimensions and units, finish/code, material, suspension/drop, voltage, light source, LED colour temperature in kelvin (K), dimming/driver compatibility, drawings, samples and agreed tolerances. Confirm bathroom, outdoor, coastal or commercial use and any essential appearance or performance before purchase. We remain responsible for requirements we agree to meet and our own advice and errors.

Required approval must identify the drawing/specification version and date. We may rely on customer-supplied measurements and site information unless we agreed to verify them or an error should reasonably be apparent. Changes require written agreement on specification, cost and timing; no unilateral substitution is permitted. Standard catalogue manufacture after ordering is distinguished from actual customer-specific or personalised work.

Natural stone, alabaster, timber, glass and hand-worked finishes can vary within disclosed characteristics and agreed tolerances. Photography, exposure, white balance, surrounding light and screens affect perceived warmth and brightness. These explanations do not override a binding description, sample or agreed specification, or excuse a misleading advertisement or incorrect component.

5. Prices and payment / الأسعار والدفع

The agreed payment currency, total, VAT, delivery and other charges are disclosed before commitment. UAE consumer prices include applicable VAT; a net trade price must identify VAT and the total payable. The order states any deposit, stages and due dates. Unless different terms are agreed, business goods must be paid in full before dispatch. A trade account does not grant credit and payment is not conditional on your client paying you unless agreed. Lawful withholding rights remain.

A deposit is part-payment, not an automatic forfeiture. Accepted prices cannot be changed unilaterally. We raise errors and seek agreement; we do not debit an increase without authority. For material overdue payment or missing essential information, we give written notice and a reasonable opportunity to resolve it before any lawful proportionate suspension or termination. Payments and any lawfully recoverable loss are accounted for; no automatic penalty or new card charge applies.

6. Changes, cancellations and returns / التغييرات والإلغاء والإرجاع

The Returns & Cancellation Policy separates the additional 30-day standard-goods guarantee, genuine custom work, exceptional voluntary business returns and mandatory fault remedies. Correctly supplied made-to-order, special-order and bespoke business goods are not supplied on approval or sale-or-return. Where no statutory or contractual return right applies, voluntary cancellation or return requires our written agreement. Installed, connected, used or altered business goods are not accepted for voluntary change of mind. These restrictions never override an applicable consumer right or guarantee.

Where no free cancellation right applies, any proposed settlement reflects lawful, evidenced net loss after mitigation, including irrecoverable work or commitments and properly recoverable profit, less savings, credits and resale recovery. No fixed manufacturing percentage, automatic deposit forfeiture or double recovery applies. A settlement requires express written agreement; any disputed claim must be separately justified under law.

7. Delivery, risk and ownership / التسليم والمخاطر والملكية

The accepted timetable and Delivery Policy identify manufacture, quality checks, dispatch and transit separately. Tell us before purchase about essential deadlines and access requirements. Estimates do not permit indefinite delay or override legal remedies. Goods remain at our risk until physical delivery to you or your nominated recipient, or handover to a carrier independently appointed by you where lawfully agreed; mandatory risk rules prevail. Ownership passes on full payment for the goods. This creates no right to enter premises unlawfully or remove installed goods in breach of others’ rights.

8. Installation, inspection and modification / التركيب والفحص والتعديل

Unless included in writing, supply excludes installation, structural work, lifting, electrical alterations and external control commissioning. A suitably qualified installer must assess support, clearances, local electrical rules and instructions. Check identity, finish, dimensions, quantity, visible condition and labels before installation or cutting. Report issues promptly, ideally within 48 hours where practicable; concealed faults should be reported promptly on discovery. Neither a signature nor missing packaging automatically defeats a valid claim.

Stop using unsafe goods. Do not dismantle or energise them for evidence. Before non-urgent soldering, rewiring, driver or LED-strip changes, agree compatible parts, scope, cost, qualified technician and warranty treatment in writing. We do not automatically pay for preference upgrades. We are not responsible for damage caused by unrelated misuse, incompatible parts or faulty third-party work; unrelated legal rights remain. Urgent reasonable safety measures need not wait.

9. Responsibility and remedies / المسؤولية والحقوق

We remain responsible for the goods, descriptions, advice and services for which the contract or law makes us responsible. Nothing excludes mandatory consumer remedies, compensation, product-safety duties, fraud, liability for death or personal injury that cannot be excluded, or any other non-excludable obligation. Fault remedies and any recoverable removal, reinstallation and transport costs follow the contract and applicable law; they are not excluded as a category.

Only for a business transaction outside mandatory consumer protection, and only to the extent lawful, reasonable and incorporated into the contract, neither party is liable for indirect or consequential loss; VORELLI is not liable for business interruption, lost opportunities or business profit loss. Refunds due and recoverable direct rectification costs are preserved. Any project-specific monetary cap requires express agreement before contracting and must be lawful. Both parties must mitigate loss; no double recovery applies.

10. Events outside reasonable control / الأحداث الخارجة عن السيطرة المعقولة

We notify you of a genuine event beyond reasonable control, explain its effect and mitigate delay. Increased cost alone is not a general excuse. Revised dates or material changes require agreement where required by law. This clause permits neither indefinite postponement nor retention of a refund due.

11. Designs, website and privacy / التصاميم والموقع والخصوصية

Each party retains its existing intellectual property. You authorise use of supplied material only for quoting and performing the order and must have permission to provide it. Exclusivity or transfer of commissioned design rights requires express agreement. Use the website lawfully, protect account credentials and report suspected misuse. You are not automatically liable for every unauthorised account action. Personal data is handled under our Privacy Policy and applicable UAE law; agreeing sale terms is not consent to optional marketing.

12. Complaints and governing law / الشكاوى والقانون الواجب التطبيق

Contact sales@vorelli.ae or +971 58 565 1225 with your reference and request management review if unresolved. You may use the competent UAE consumer authority or courts without first waiving or delaying a statutory remedy. These UAE sales are governed by UAE federal law and applicable Dubai law; competent UAE courts have jurisdiction, without displacing mandatory rights or any jurisdiction the law gives you. No compulsory arbitration is imposed by these terms. An unenforceable term does not remove the rest where it can lawfully continue. A later policy or invoice cannot silently change an accepted contract.