Delivery Terms

Delivery Terms & Conditions

Welcome to etgroup.ae. Set out below are the official rules, lead times and conditions for the delivery of orders within the United Arab Emirates (UAE). By placing an order on our website, you accept these terms in full.

1. Delivery coverage and zones

We deliver across the entire UAE, although lead times and costs may vary by region:

• Main urban areas: Dubai, Sharjah, Ajman, Abu Dhabi, Umm Al Quwain, Ras Al Khaimah and Fujairah.
• Remote Areas / Out of Service Areas: deliveries to locations such as Al Ain, Ruwais, Madinat Zayed, Hatta, the Al Dhafra / Western Region and other outlying communities may take longer and may incur an additional charge in line with our logistics provider's tariffs.
• Free Zones: deliveries into free zones are made in accordance with the standard access rules of the particular zone.

2. Lead times and delivery charges

3. Site access rules and security restrictions

Because residential and commercial developments in the UAE operate strict security regimes, the customer is responsible for ensuring that the goods can be received:

• Delivery of large items (doors, sliding partitions, furniture): delivered to the building entrance / lobby, and the approach to the building must be clear for our delivery vehicle. Our delivery team will carry items up to the floor and into the apartment or office only where a working service lift is available and the structures can physically be manoeuvred through.
• Gated communities and business centres: where access to the grounds or to a particular floor is restricted by on-site security, delivery is made strictly to the lobby, reception or entrance gate.
• Move-in Permits / Gate Passes: the customer is responsible for arranging, in good time, all permits required for our delivery vehicle to enter and for building materials and furniture to be brought in, obtained from their building management or developer. The Seller accepts no liability for missed delivery dates where the vehicle was denied access by site security.

4. Address details and contact information

• To ensure delivery goes smoothly, the customer must provide an accurate address, a valid local UAE mobile number (+971 format) and, if the courier requests it, a current location pin via WhatsApp or SMS.
• If neither the customer nor their authorised representative is on site at the agreed time, or if we are unable to reach the number provided, the goods are returned to our warehouse. A redelivery is charged to the customer in full at the standard rate.

5. Customs clearance and cross-border shipments

• Where certain items or materials are supplied from manufacturers' warehouses outside the UAE or from designated customs zones (Free Zones), ET GROUP assumes all customs clearance obligations; payment of duties and charges under DDP (Delivered Duty Paid) terms is agreed with and paid by the customer.
• The customer incurs no hidden or additional customs costs; the final amount quoted at checkout, inclusive of customs charges, is the final price.

6. Recording defects on receipt

• In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection, at the moment of handover the customer (or their representative) has the right to inspect the goods for completeness, absence of visible mechanical damage and conformity with the ordered specification, following the procedure described in Section 7 of these Terms.
• If a manufacturing fault, defect or discrepancy is found, the customer records it on the Delivery Note. In that event the Seller guarantees a free return, replacement or rectification of the defects at its own cost. Signing the Delivery Note without reservation confirms that the goods were accepted in proper quality and complete.

7. Acceptance and visual inspection procedure

• General provisions: this section sets out the rules and procedure for inspecting products manufactured by ET Group at the point of acceptance. Inspection and visual assessment are carried out in accordance with the applicable regulations governing the quality acceptance of industrial and consumer goods.
• Quality standards: drawing on more than 25 years of experience as a leading designer and manufacturer of doors, ET Group applies internal quality requirements that go beyond the prevailing national standards.
• Scope and assessment conditions: this section applies to all products manufactured by ET Group. A product is assessed only when fully assembled, in its installed operating position and under normal conditions. These provisions are intended for the assessment of defects and imperfections that cannot be measured.
• Inspection methodology (normal assessment conditions): normal assessment conditions mean that the product is in its operating position and is examined from a distance of 1–1.5 m, at a height of 1.6–2 m, within a viewing angle of 45° to 135°.
• Preparing the product: assessment is carried out with the product completely unpacked, with all information labels removed and the surface clean.
• Lighting requirements: the product is assessed in daylight or under the normal lighting of the room in which it is used.

Assessment restrictions (NOT PERMITTED):

• Assessment in direct sunlight;
• Assessment using directional artificial light (such as torches);
• Assessment using photo or video cameras or magnifying optics, where the imperfection is not visible under normal assessment conditions.